Configuring survey parameters

Company administrators can specify parameters for defined customer surveys.

Configure survey parameters #

1. In the menu bar click Call Handling > Surveys to see a list of available surveys
2. Select (or add) the relevant survey
3. Click the Configuration tab
4. For Call Proportion Number, specify the proportion of calls that this survey should be applied to
   • This is a 1 in x value
5. For Minimum Call Time, specify the minimum talk time (in seconds) required before the caller is considered for a survey
   • The default value is 0 (no minimum)
6. For Maximum Number Of Surveys Per Day, specify the maximum number of callers to survey each day before disabling the survey, the count resets each day
   • The default value is 0 (no limit)
7. For Surveys Conducted Today, to reset the count to 0, click Reset
8. For Maximum Number Of Surveys, specify the maximum number of callers to survey in total before disabling the survey
   • The default value is 0 (no limit)
   • Note: Once this limit is reached, to carry out further surveys you must either increase this limit or create a new survey
9. For Total Surveys Conducted, to reset the total count to 0, click Reset
10. For Survey Same Caller, specify how often the same caller can be selected for the survey more than once:
    • Select either Hour(s) or Day(s) from the dropdown list
    • Specify the minimum number of hours/days to elapse since the caller last called before they will be considered for this survey. The default value is 0 (no limit)
    • Note: The caller may be selected for other surveys, including surveys of the same type, due to other call flows run within this time period
11. For Survey Transferred Callers, to specify whether or not callers who get transferred to a different queue after being connected to an agent are also surveyed, do one of the following:
    • To survey transferred callers as well, tick the checkbox. (By default this is enabled)
    • To survey non-transferred callers only, clear (untick) the checkbox.
12. Click Save changes
13. The survey parameters will be updated

Definitions #

• Call Proportion Number: The proportion of calls that this survey should be applied to. This is a 1 in x value.
  • For example, if the value is set to 10, the survey will be applied to 1 in 10 calls. If the value is set to 3, the survey will be applied to 1 in 3 calls. The default value is 1, so the survey will be applied to 1 in 1 calls (i.e. every call).
• Minimum Call Time: The minimum talk time (in seconds) required before the caller is considered for a survey.
• Maximum Number Of Surveys Per Day: The maximum number of callers to survey each day before disabling the survey.
• Surveys Conducted Today: The current number of callers who have taken part in the survey today.
• Maximum Number Of Surveys: The maximum number of callers to survey before disabling the survey.
  • Note: Once this limit is reached, to carry out further surveys you must either increase this limit or create a new survey.
• Total Surveys Conducted: The total number of callers who have taken part in the survey.
• Survey Same Caller: The minimum number of hours/days to elapse since the same caller last called before they will be considered to take part in this survey again.
  • Note: The caller may be selected for other surveys, including surveys of the same type, due to other call flows run within this time period.
• Survey Transferred Callers: Whether or not callers who get transferred to a different queue after being connected to an agent are also surveyed.