Lab 7 Survey Insights

README

In this lab, we will make a test call to check the post-call survey feature using a pre-configured voice flow. We'll complete the survey as customers and then review/download the survey results from the administration portal. The steps for configuring the actual survey flow are at the end of this section but are not required to for this lab.

Please submit the form below with your Attendee ID in 3 digits long format (e.g. if your attendee ID is 51, please enter 051) and click Save. All configuration items in the lab guide will be renamed with that prefix.

User Role	User email	Endpoint
Agent	wxcclabs+agent_AttendeeID@gmail.com	WebRTC/Desktop

Note: To log in to the agent desktop, use either a different web browser or a new incognito web page. This will prevent the browser caching issues with admin and agent credentials.

Navigate to Desktop in the chrome browser with the incognito mode.
Enter the agent’s email ID.
Enter the Password for the appropriate username.
In the Station Credentials pane, select "Desktop".
Select the team Your_Attendee_ID_Team1.
Click the Submit button. The browser may ask you to confirm the use the microphone from the browser.
Make sure that you are successfully logged in to the Agent Desktop.

7.2 Provide a survey response

Login to your Agent Desktop and make your state Available
Dial your entrypoint directory number (this was previously identified in the pre-requisites section) and enter your Attendee ID followed by #
Accept the call from the agent desktop and disconnect the call by clicking the End Call button in agent desktop
End the interaction from the Agent Desktop
The customer voice call leg should now connect to the IVR survey flow. Follow the instructions and provice the survey rating

7.3 Access Survey Response Report

From Control hub, access Analyzer
Navigate to Visualisation > search for Survey Response and open the report.
Survey response that you provided in the previous section will take close to 20 minutes to show up in the report. However, you can view the historic survey responses in the report and explore the filter options

7.4 Download Survey Response Report

Navigate to Surveys section in control hub and click the download option against one of the configured surveys
Choose desired response time period and click Download

7.5 [Bonus] Configure new survey

Click on Contact Center under Services from Control Hub
Under Contact Center, click on Surveys
Click the “Create new survey” button on the top-right corner of the Survey page
Provide name for your survey as Survey_AttendeeID . Survey has to be named in this format for the flow to work. Select Language and click Next
Download the audio files :
Upload Welcome.wav in the Welcome note section
Add a desired survey question and upload nps.wav
Upload Thankyou.wav in the Thank you note section
Review the audio files if required and click Next
Click Save

7.6 [Bonus] Add the feedback activity to your flow

Navigate to Flows section in control hub and make a copy of the Survey_Template flow
Search for the string Copy_Survey and open the flow
Edit the flow and rename it as Survey_{{Your_Attendee_ID}}. For example, if your attendee ID is 101, then the flow should be renamed as Survey_101
Navigate to Event Flow , select FeedbackV2 activity and under Survey Method select your respective survey created in the previous section
Validate and publish the flow
Map this flow to the respective Entrypoint DN assigned to you.
Navigate to Channels , lookup for WX1_EP_AttendeeID and select it.
Update Routing Flow as Survey_AttendeeID and Version Label as Live . Click Save.
Login to your Agent Desktop and make your state Available
Dial the respective DN assigned to your entrypoint WX1_EP_AttendeeID and enter your Attendee ID followed by #
Accept the call from the agent desktop and disconnect the call by clicking the End Call button in agent desktop
End the interaction from the Agent Desktop
The customer voice call leg should now connect to the IVR survey flow. Follow the instructions and provice the survey rating

Congratulations, you have completed this lab! You can continue with the next one.