Questionnaire User Guide

Introduction

The questionnaire enabled user to fill in a SharePoint Survey. These SharePoint Surveys can be used if many different business cases. Below a few examples.

 

Call Scripting

Introduction

When performing campaigns, the agent can use the SharePoint Surveys as guidelines by using the Survey as a call script. In addition the output of the call script can also be used a trigger for automated actions, for example using Microsoft Power AutomatePower Automate (previously named Microsoft Flow) is a cloud based solution that enables you to create intelligent automations using secure and automated workflows..

 

How to configure

 

How to use

Each time the agent accepts a conversation from the Campaign Dialer, a browser window opens with the SharePoint Survey.

 

Live Supervisor review

Introduction

The best feedback is gathered when asking personal and direct questions to the customer. This be done by letting the Supervisor listen to the conversation and then asking the customer some question configured in the SharePoint Survey.

 

How to configure

  • UCC:

    • Make sure the Questionnaire is installed, Learn More

    • Change the setting "EnableSurveyCreation" to true

  • Extension Window:

    • The supervisor is using the Extension Window, Learn More

    • Change the Extension Window setting "ShowSurvey" to true

    • (Optional) Change the Extension Window setting "OpenSurveyAtStart" to true

 

How to use

When a Supervisors starts listening to a live conversation, a browser windows opens the SharePoint Survey. After when the conversation is wrapped up, the Agent can transfer the customer to the Supervisor or the Supervisor can do a "Take Over". Now the customer is talking the Supervisor directly and the agent can continue with new conversations. The results will be stored in a SQL database, which can be used for agent evaluation.

 

Review audio recordings

Introduction

Unlike the previous scenario's conversations can also be evaluated afterwards, by using the Survey url in the CDR database. For example you can use Anywhere365 Dialogue Intelligence reports to open the audio recording and open the Survey.

 

How to configure

  • UCC:

    • Make sure the Questionnaire is installed, Learn More

    • Change the setting "EnableSurveyCreation" to true

 

How to use

For each conversation a Survey is created and the URL is stored in the CDR database. When browsing the reports the Supervisor can use the Dialogue Overview (specific call.rdl) reports to open both the audio recording using the microphone icon and the survey using the survey icon.