Creating a Survey Form and exporting results
What is a Survey Form
A Survey Form is a set of questions to be answered by the agent during and immediately after a customer conversation. When a new call begins, the form appears next to MosaicVoice. The agent is able to respond to the questions in the form throughout the call. When the call is complete, a timer, located at the top of the survey form, will begin counting down. The agent can complete the form while the timer counts down. Once the form is completed or the timer has expired, the window will be closed and whatever data has been entered (complete or incomplete) will be stored.
Note that Survey Forms can also be used as tools to generate dispositions for calls.
Creating the Survey Form
Survey Forms are connected to call maps and can be created and edited directly from the call map edit page.
- To create a new Survey Form, select the call map you would like to edit and navigate to the Form tab
If you are unable to locate the Form tab, it may not be enabled on your instance of MosaicVoice. Please escalate this to your MosaicVoice contact
- Enter a Name for the form along with the number of seconds the timer should remain open after the call ends (e.g. 30 seconds).
- Click the Add Question button to create the first entry in the Survey Form
- Enter the question into the heading bar and then add the various answers below
NOTE: If you would like the response to this question to function as the call disposition, click the Include in Disposition radio button. If you'd like to include multiple responses in the disposition, select the radio button for each. Note that responses will be concatenated in the order in which they appear on the survey.
- Repeat step four for all questions you would like to have added to the survey
When complete, the survey form will appear at the beginning of the call, and will remain in place throughout the conversation and for the designated number of seconds after the call is terminated.
The results of the Survey Form can be found at the bottom of the Call details page
Exporting Survey Form results
To append the results of the Survey Form to the data export, navigate to the Export scored calls page (under Reviews)
- Select the date range for which you would like to export the data. Note the ability to select either the date the call was scored at or the date the call was placed at. When using auto score, these two dates are often the same. When scored manually, they may vary
- Select the radio button for Include Survey/Form Data
- In most cases Survey Forms will be appended to auto scored calls. Be sure to select both radio buttons to ensure all relevant calls are exported. Note that if a call has no score, it will not be included in the export
- Select the other metrics you would like included in the export and generate the file
One the file is created, all the selected metrics will appear in the export. The associated Survey Form data will also be included, in line, at the far right of the exported data set