General view
Once the new project is created, you will be able to see the following.
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At the top of the form, you will find the name of your survey and below it, you can detail a brief description.
On the right we will notice the following options:
New Question: Add a question.
Delete: Remove the selected question or title.
New Section: Add a new section to the form, each section may or may not contain multiple questions.
In the top right bar, you will find the following actions:
To save the project.
Redo or undo changes applied to the survey.
Clone the survey being edited.
A dialog box will open where we will enter a name for the copy, and upon pressing confirm, it will be created, exactly identical to the original.
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After it is created, this copy will be displayed on the screen.
Delete the survey being edited.
Within this section, as we can see, there is already a default 'Short answer' type question that can be modified.
At the top, we will see the section number added on the left and a button on the right that allows deleting the entire section along with its questions.
Questions
When you add a question, on the right side of it, you can configure the type of question it will be.
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Short answer: The agent will write a short response to the question.
Number: The expected response will be a number.
Multiple Choice: Multiple-choice response with an additional option for "Other," where the reason for choice should be written.
Dropdown: All desired options will be configured by the user and will appear in a dropdown list.
Checkbox: Multiple-choice response with an additional option for "Other," where the reason for choice should be written.
Paragraph: The agent can write a longer response, useful when both the reason and the customer's explanation are relevant.
Date: A date is chosen as the response.
Description: This type of question allows us to simply write text. It is not used for questions but for annotations. For example, the agent's speech, notes to consider, additional information, etc.
Multiple Grid: This question type allows selecting only one response for each question.
Checkbox Grid: Here, multiple possible responses can be defined for each question, and the agent can select more than one per line.
To move a response or title and arrange it differently, simply click and drag it. Additionally, questions that can have multiple options will have two buttons: one to add custom options and another to add an "Other" option.
If the option "Randomize row order" is selected, we can vary the order of rows randomly. This option requires the agent to reread each line and avoid inertia responses.
Each question will have a "Required" checkbox. If checked, the agent must provide a response before saving.
When this checkbox is activated, each response can be assigned an action if chosen. For example, if the customer selects the second response, we can make it lead to Section 5 of our survey. When this happens, the sections in between will be skipped when the agent clicks "Next." The supervisor designing the survey should pay attention to the logic they create with the sections. Additionally, if you want to delete a section that is referenced from another section, there is a validation that prevents it and indicates in which section it is referenced. The correct approach is to remove the link between sections first and then delete it.
| Note |
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IMPORTANT: The last section must have the action "Save survey" assigned to it. If this is not done, the survey cannot be saved by the agent after using it. |
If the survey is specifically intended for a dialer that presents defined variables, you can use them in the survey as follows:
When a supervisor uploads the file containing all the numbers to which the dialer should make calls, the variable name that they want to replace with the reserved value must have the same name as it appears in the designed survey.
For example, the supervisor uploads a list of dialer entries where the variable "customerName" is present:
Campaign | Phone | Variables | Alternative Phones | Priority | ||
|---|---|---|---|---|---|---|
CustomerService<- | 098344484 |
| 9999 |
When the dialer reaches this phone number, the variable "customerName" in the designed survey will be replaced with "Loui," and so on for the following cases based on the variable value. To learn more, see "Dialer Entries."
Supervisor
A summary of each survey can be viewed within this section. The user can filter surveys by name and date.
Survey Name: A list will be displayed with all the surveys in the system.
Agent: The agent who conducted the survey can be selected, based on the campaign to which the selected survey belongs. If none is selected, surveys from all agents will be retrieved.
Date: Surveys can be filtered by start and end dates.
Search for the survey based on its name and the specified date range.
Download the searched survey in .xlsx format.
Example of downloaded file:
Statistics
In this section, all the questions from the survey will be displayed along with their corresponding statistics based on the responses provided by the customers.
Each pie chart can represent a question or an option depending on the question type.
Inside the chart, the percentage of customers who selected that response will be displayed with different colors. Below the chart, we will see which response each color represents, along with the total number of responses.
Individuales
Here you will find each of the surveys conducted by the agent.
At the top, the date on which the survey was conducted and the name of the agent who conducted it are specified.
Below, you will find the completed survey with its responses.
Using this toolbar, you can navigate between the surveys that matched the search criteria and print the necessary one.