Managing after-call surveys

Company administrators can define customer surveys that callers can choose to complete after their call.

Note: Learn more about surveys in the How after-call surveys are handled article.

Add a survey #

1. In the menu bar click Call Handling > Surveys to see a list of available surveys
2. Click Add
3. Enter a mandatory name (up to 100 characters) of the global variable
   • The name must be unique within your organisation
4. Enter a brief description (up to 250 characters) if required
5. Click Add
6. The new survey is created

Add questions to the survey #

1. In the menu bar click Call Handling > Surveys to see a list of available surveys
2. Select (or Add) the relevant survey
3. Under Questions click Add
4. Enter the mandatory question (up to 250 characters)
5. Select the mandatory Audio File for the question from the dropdown list
6. Select the mandatory Answer Scheme for the question from the dropdown list
7. Click Add to add the question to the Survey
8. Repeat until all questions are added
9. Click Save Changes
10. The survey will be updated

Note: Additional parameters can be configured to give greater control over how and when the survey is used. To learn more please refer to Configuring Survey Parameters.

Edit a survey #

1. In the menu bar click Call Handling > Surveys to see a list of available surveys
2. Select the relevant survey
3. Reconfigure the name and/or description as appropriate
4. Update the questions as required:
   • To edit a question select it and make the relevant changes
   • To delete a question select it and click Delete
5. Click Save Changes
6. The survey will be updated

Delete a survey #

1. In the menu bar click Call Handling > Surveys to see a list of available surveys
2. Select the relevant survey
3. Click Delete
4. Click Yes to confirm
5. The survey will be deleted

Definitions #

• Name: The name of the survey.
• Description: A brief description of the survey.
• Questions: The questions that are read out to the caller and the answer scheme that is required.