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== Prerequisites ==
 
== Prerequisites ==
This example requires you to have a configured [[Contact-center-administrator-guide/ServicesandCampaignsOverview|email service]] with [[Contact-center-administrator-guide/DispositionsTab|dispositions]], [[Contact-center-administrator-guide/Email|email scenario entry]], as well as a working [[Contact-center-administrator-guide/EmailSettings#SMTP_Configuration|SMTP configuration]].
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This example requires you to have a configured [[Contact-center-administrator-guide/ServicesandCampaignsOverview|email service]] with [[Contact-center-administrator-guide/DispositionsTab|dispositions]], an [[Contact-center-administrator-guide/Email|email scenario entry]], as well as a working [[Contact-center-administrator-guide/EmailSettings#SMTP_Configuration|SMTP configuration]].
  
 
Additionally, if you wish to map custom fields to questions on your form, you will need to configure them first in the Contact Center Administrator application, section [[Contact-center-administrator-guide/CustomSurveyFields|Custom Survey Fields]].
 
Additionally, if you wish to map custom fields to questions on your form, you will need to configure them first in the Contact Center Administrator application, section [[Contact-center-administrator-guide/CustomSurveyFields|Custom Survey Fields]].
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=== Step 1: Define a Form in Contact Center Administrator ===
 
=== Step 1: Define a Form in Contact Center Administrator ===
 
In the Contact Center Administrator application, section [[Contact-center-administrator-guide/SurveyForms|Quality Management > Survey Forms]], click the '''Add new form''' [[File:Create-New-Form-53.PNG|26px]] button; this will launch the Survey Form Editor application.
 
In the Contact Center Administrator application, section [[Contact-center-administrator-guide/SurveyForms|Quality Management > Survey Forms]], click the '''Add new form''' [[File:Create-New-Form-53.PNG|26px]] button; this will launch the Survey Form Editor application.
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[[File:QM-Survey-Forms-53.PNG|800px|thumb|center|Quality Management > Survey Forms]]
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=== Step 2: Create Your Form in the Survey Form Editor ===
 
=== Step 2: Create Your Form in the Survey Form Editor ===
In the Survey Form Editor, you will configure how your form looks, what questions it will have, and what languages it will be available in. Certain questions can have reporting metrics or fields mapped to them for reporting purposes.
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In the Survey Form Editor, you will configure how your form looks, what questions it will have, and what languages it will be available in. Note that certain questions can have reporting metrics or fields mapped to them; these values will then appear on reports.
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To define a new question for your form, select the corresponding control from the control palette, drag it to the desired location on the canvas, and specify its settings in the properties editor.
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To add or edit a question's settings in the properties editor, mouse over the control and select the '''edit''' [[File:Survey-Form-Editor-Edit-Button-53.PNG|30px]] icon. To remove a question from the form, select the '''delete''' [[File:Survey-Form-Editor-Delete-Button-53.PNG|26px]] icon. To create a copy of a question, mouse over the control, then select the '''copy''' [[File:Survey-Form-Editor-Copy-Button-53.PNG|26px]] icon; the copied question will appear below the original.
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When you are finished configuring your form, click the '''Save''' [[File:Survey-Form-Editor-Save-Button-53.PNG|30px]] icon. If you are saving a form for the first time, you will be prompted to name your form in a pop-out window.
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[[File:Survey-Form-Builder-Overview-1-53.PNG|800px|thumb|center|How a completed form looks in the Survey Form Editor]]
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==== Step 2a: (Optional) Configure Your Form in Different Languages ====
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When creating your form, the default language is the language of your contact center. To create a new version of your current form in a different language, do the following:
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# After having saved your form in the original language, select a new language from the language selector.
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# Begin changing the language of the current questions to the new language; you may also add new questions.
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# Click the '''Save''' [[File:Survey-Form-Editor-Save-Button-53.PNG|30px]] icon; your form will now be configured in two languages.
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# Repeat this process for as many languages as you require.
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[[File:Survey-Form-Editor-Language-Selector-53.PNG|800px|thumb|center|Language selector]]
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==== Step 2b: (Optional) Customize the Look of Your Form with Custom CSS ====
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Note that it is possible to edit the look of your form by using custom CSS. To launch the CSS editor, click the '''Edit form properties''' [[File:Survey-Form-Editor-Custom-CSS-Button-53.PNG|30px]] icon. To preview your form, select the '''Preview''' [[File:Survey-Form-Editor-Preview-Button-53.PNG|30px]] icon.
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[[File:Survey-Form-Editor-Custom-CSS-Editor-53.PNG|650px|thumb|center|Custom CSS editor]]
  
==== Step 2a: Configure Your Form in Different Languages ====
 
When creating your form, the default language is the language of your contact center. To create a new version of your current form in a different language, select a new language from the language selector, change the language of the current questions or add new ones, then click save.
 
  
 
=== Step 3: Configure a Workflow ===
 
=== Step 3: Configure a Workflow ===
When your survey form is complete, you will configure a workflow with an EMail block. In order for the survey to be sent to the correct customer's email address, enter the ''$(item.from)'' variable in the ''To: Address(es)'' field; this variable pulls in the email address of the customer whose email has been assigned the correct disposition.
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When your survey form is complete, you will need a way to distribute it via email that happens post-interaction; this can be accomplished with a workflow.
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Configuring a workflow to send a survey form requires an [[Workflow-builder-reference-guide/EMail|EMail]] block only. When configuring the settings for this block note the following:
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* In order for the survey to be sent to the correct customer's email address, enter the [[Workflow-builder-reference-guide/Variables#.24.28item.from.29|$(item.from)]] variable in the [[Workflow-builder-reference-guide/EMail#To_.2F_Address.28es.29|To: Address(es)]] field; this variable pulls in the email address of the customer whose email has been assigned the correct disposition.
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* When composing the message body, click the '''Survey link''' button, and select the appropriate form from the drop-down menu; selecting the form inserts the variable ''$(survey_link_xxx)'' into the body of your message; note that ''xxx'' is the name of your survey form.
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[[File:Workflow-Survey-Form-Email-Settings-53.PNG|800px|thumb|center|How to configure your EMail block's settings]]
  
When creating the message body, click the '''Survey link''' button, and select the appropriate form from the drop-down menu; selecting the form inserts the variable ''$(survey_link_xxx)'' into the body of your message; note that ''xxx'' is the name of your survey form.
 
  
 
=== Step 4: Add a Workflow Entry to your Workflow ===
 
=== Step 4: Add a Workflow Entry to your Workflow ===
When you are finished configuring your workflow, you will need to create a workflow entry; this associates the workflow with your configured service. To send the email post-transaction, select '''post-processing''' as the Type. Next, select the service from the drop-down menu, and configure what triggers (i.e., dispositions) will launch the workflow.
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When you are finished configuring your workflow, you will need to create a workflow entry; this associates the workflow with your configured service. To send the email post-transaction, do the following:
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* Select '''post-processing''' as the Type.
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* Select the service from the drop-down menu
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* Configure what [[Contact-center-administrator-guide/WorkflowEntries#Triggers|triggers]] (i.e., dispositions) will launch the workflow.
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[[File:Workflow-Workflow-Entry-53.PNG|800px|thumb|center|A workflow entry]]
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== Troubleshooting ==
 
== Troubleshooting ==
If your workflow is giving you trouble, you can configure the EMail block's Mail not sent conditional exit with an Internal Message block; this sends a message to a specific Agent Desktop user.
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If your workflow is giving you trouble, you can configure the EMail block's [[Workflow-builder-reference-guide/EMail#Conditional_Exits|Mail not sent]] conditional exit with the [[Workflow-builder-reference-guide/InternalMessage|Internal Message]] block; this sends a message to a specific Agent Desktop user if the email was not sent.
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[[File:Workflow-Internal-Message-Troubleshooting-53.PNG|800px|thumb|center|Use the Internal Message block to see if your email was not sent]]
  
  

Revision as of 19:04, 15 February 2019

• 5.3 • 5.8

How to Solicit Post-Transactional Surveys via Email

Survey forms are designed to be sent to your customers via email after interactions are completed. Email interactions are not dictated by scenario, so while it is not possible to utilize the interactive survey features associated with chat or voice scenarios, survey forms provide you an opportunity to request satisfaction input.

Survey forms are created and edited in the Survey Form Editor application and can be distributed by post-transaction workflows. Additionally, a single survey form may be configured in any number of languages you need. Note that survey forms are associated with the quality management features of Bright Pattern Contact Center software and are different from the forms configured in the Form Builder application.

Prerequisites

This example requires you to have a configured email service with dispositions, an email scenario entry, as well as a working SMTP configuration.

Additionally, if you wish to map custom fields to questions on your form, you will need to configure them first in the Contact Center Administrator application, section Custom Survey Fields.

Procedure

The following sequence of actions illustrates the steps necessary to take in the various Bright Pattern Contact Center applications in order to send post-transactional surveys via email.

Step 1: Define a Form in Contact Center Administrator

In the Contact Center Administrator application, section Quality Management > Survey Forms, click the Add new form Create-New-Form-53.PNG button; this will launch the Survey Form Editor application.


Quality Management > Survey Forms


Step 2: Create Your Form in the Survey Form Editor

In the Survey Form Editor, you will configure how your form looks, what questions it will have, and what languages it will be available in. Note that certain questions can have reporting metrics or fields mapped to them; these values will then appear on reports.

To define a new question for your form, select the corresponding control from the control palette, drag it to the desired location on the canvas, and specify its settings in the properties editor.

To add or edit a question's settings in the properties editor, mouse over the control and select the edit Survey-Form-Editor-Edit-Button-53.PNG icon. To remove a question from the form, select the delete Survey-Form-Editor-Delete-Button-53.PNG icon. To create a copy of a question, mouse over the control, then select the copy Survey-Form-Editor-Copy-Button-53.PNG icon; the copied question will appear below the original.

When you are finished configuring your form, click the Save Survey-Form-Editor-Save-Button-53.PNG icon. If you are saving a form for the first time, you will be prompted to name your form in a pop-out window.


How a completed form looks in the Survey Form Editor


Step 2a: (Optional) Configure Your Form in Different Languages

When creating your form, the default language is the language of your contact center. To create a new version of your current form in a different language, do the following:

  1. After having saved your form in the original language, select a new language from the language selector.
  2. Begin changing the language of the current questions to the new language; you may also add new questions.
  3. Click the Save Survey-Form-Editor-Save-Button-53.PNG icon; your form will now be configured in two languages.
  4. Repeat this process for as many languages as you require.


Language selector


Step 2b: (Optional) Customize the Look of Your Form with Custom CSS

Note that it is possible to edit the look of your form by using custom CSS. To launch the CSS editor, click the Edit form properties Survey-Form-Editor-Custom-CSS-Button-53.PNG icon. To preview your form, select the Preview Survey-Form-Editor-Preview-Button-53.PNG icon.


Custom CSS editor


Step 3: Configure a Workflow

When your survey form is complete, you will need a way to distribute it via email that happens post-interaction; this can be accomplished with a workflow.

Configuring a workflow to send a survey form requires an EMail block only. When configuring the settings for this block note the following:

  • In order for the survey to be sent to the correct customer's email address, enter the $(item.from) variable in the To: Address(es) field; this variable pulls in the email address of the customer whose email has been assigned the correct disposition.
  • When composing the message body, click the Survey link button, and select the appropriate form from the drop-down menu; selecting the form inserts the variable $(survey_link_xxx) into the body of your message; note that xxx is the name of your survey form.


How to configure your EMail block's settings


Step 4: Add a Workflow Entry to your Workflow

When you are finished configuring your workflow, you will need to create a workflow entry; this associates the workflow with your configured service. To send the email post-transaction, do the following:

  • Select post-processing as the Type.
  • Select the service from the drop-down menu
  • Configure what triggers (i.e., dispositions) will launch the workflow.


A workflow entry


Troubleshooting

If your workflow is giving you trouble, you can configure the EMail block's Mail not sent conditional exit with the Internal Message block; this sends a message to a specific Agent Desktop user if the email was not sent.


Use the Internal Message block to see if your email was not sent



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