Interactive Voice Response (IVR) survey marks the debut feature of Experience Management, with ongoing developments on the horizon. We envision a future where every Webex Contact Center customer can effortlessly survey customers for their feedback across all available channels during or after any voice or digital interaction and seamlessly utilize Voice of Customer insights in the everyday tools used by business analysts, supervisors, and agents.

At present, this functionality is exclusively accessible within the United States. However, we are actively working toward extending its availability to encompass all other global regions by the end of 2024.

Interactive Voice Response (IVR) surveys give you the ability to understand the Voice of Customers at any point during a call concerning an end user’s interaction with your Contact Center. It allows you to track and measure customer satisfaction using anchor metrics like Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT).

IVR surveys are directly integrated into Webex Contact Center through the Survey Builder of Control Hub where you can build an IVR survey and download the responses of the survey results.

After you create the required surveys, you create flows for your channel assets and choose these surveys. Upon execution of these flows, contacts see the chosen surveys after completion of their interaction with agents.

Survey Builder empowers you to view, configure, and edit IVR surveys to capture feedback after every end-user interaction. You can create surveys in different languages for IVR.

Create an IVR survey

Create an IVR survey

IVR surveys allow you to configure audio-based questions that the end-customer receives at the end of a call flow to collect feedback.

When you create an IVR survey, you can:

  • Add welcome note and thank you note audio files.

  • Add metrics such as NPS, CSAT, and CES.

  • Add ratings using various scales.

Before you begin

  • Your organization must be provisioned on Contact Center Flex 3.0 or Flex.

  • You must enable access to Next Generation voice platform for Webex Contact Center.

1

Sign in to your customer organization using the Control Hub URL https://admin.webex.com/.

2

Go to Contact Center > Customer Experience > Surveys, and click Create new survey.

3

In the Create survey page, click IVR surveys.

4

Enter the Survey name.

5

Choose a language from the Languages to support drop-down list.

6

Click the edit icon in the Welcome note section and click Choose a file in the IVR Audio prompt section to upload the IVR audio file of your choice. You can also drag and drop the file to the box.


 

Survey Builder supports only .wav files.

7

Click Add a question and choose one of the following question types:

  • NPS: This option populates a 0-9 scale. This enables the customer to press any number between 0 and 9 from the phone keypad to choose the response when the survey is played. Additionally, set the following parameters:


     

    Survey Builder supports only .wav files.

    • Click Choose a file in the IVR Audio prompt section to upload the audio file for the question. You can also drag and drop the file to the box.

    • Enter the Question to show on reporting.

  • CSAT: This option populates a 1-5 scale. This enables the customer to press any number between 0 and 9 from the phone keypad to choose the response when the survey is played.

    Additionally, set the following parameters:

    • Click Choose a file in the IVR Audio prompt section to upload the audio file for the question. You can also drag and drop the file to the box.


       

      Survey Builder supports only .wav files.

    • Enter the Question to show on reporting.

  • CES: Set the following parameters:

    • Choose one of the two rating scales: 1 - 5 or 1 - 7.

      These scales are valid inputs a survey recipient can answer using the phone keypad.

    • Choose the rating scale and click Choose a file in the IVR Audio prompt section to upload the audio file for the question. You can also drag and drop the file to the box.


       

      Survey Builder supports only .wav files.

    • Enter the Question to show on reporting.

  • Other: This question type allows you to enter the minimum and maximum valid inputs the survey recipient can answer the question with. Set the following parameters:

    • Choose the rating scale and click Choose a file in the IVR Audio prompt section to upload the audio file for the question. You can also drag and drop the file to the box.

    • Enter the Question to show on reporting.

8

Click the edit icon in the Thank you note section and click Choose a file in the IVR Audio prompt section to create the IVR audio prompt to thank the customer. You can also drag and drop the file to the box. Click Next.

9

Upload the audio file to inform the user of the invalid input.

Go to the Invalid Input section and click Choose a file in the IVR Audio prompt section. You can also drag and drop the file to the box.

10

Upload an audio file for timeout.

Go to the Timeout section, click Choose a file. You can also drag and drop the file to the box.

11

Enter a number to set the Maximum invalid inputs and timeout allowed field.

12

Click Choose a file to upload the audio file to inform the user about exceeding the maximum retries. You can also drag and drop the file to the box. Click Save.

What to do next

You can use this survey to configure the Feedback V2 activity for PCS IVR in the Flow Designer of Webex Contact Center. For more information, see Configure feedback V2.

Edit a Survey

Edit a survey

You can use the same survey and change some of the attributes to edit the survey.

1

Sign in to Control Hub.

2

Go to Contact Center > Customer Experience and click Surveys.

3

Click the survey that you want to edit.

4

Make the necessary changes to the questions and click Next.

5

Click Save.

Delete a Survey

Delete a survey

When you delete a survey, the survey is no longer available for flow configuration.

1

Sign in to Control Hub.

2

Go to Contact Center > Customer Experience and click Surveys.

3

In the Surveys page, click the delete icon beside the survey that you want to delete.

4

Click Delete to confirm.

The Feedback V2 activity initiates IVR surveys to gather feedback from callers regarding their interaction experiences. In the Flow Designer, you must set the Global_FeedbackSurveyOptin variable to true, indicating whether the caller chooses to participate (opt-in) in an IVR survey. As a flow developer, you can select questionnaires from the Survey Builder in Control Hub when you construct flows for voice calls in Flow Designer. Depending on the configured questionnaire, the contact center administers an IVR survey to the callers. Following flow execution, contacts listen to the chosen questionnaires after completing their interactions. Although we recommend you to configure the Feedback V2 activity in the Event Flows canvas after the AgentDisconnected event, IVR surveys are not confined to this scenario.

The caller uses the keypad to answer the survey. If the caller partially answers the survey either by not responding within the configured timeout duration or by providing an invalid input, the contact center captures partial survey responses.

  • Survey Responses: You can download the caller's feedback or survey responses from Contact Center > Customer Experience > Surveys on the Control Hub. For more information, see the Download Survey Responses section in this article.


 

  • You can configure an error-handling path (Undefined Error) to handle system errors that may occur during flow execution. For more information, see Event Flows.

  • Ensure that you use the Disconnect Contact activity after the Feedback V2 activity to end the IVR call.

Before you begin

1

From the Management Portal navigation bar, choose Routing Strategy > Flow.

2

Click New.

3

In the Flow Name field, enter a unique name.

4

Click Start Building Flow. The Flow Designer window appears.

5

In the Global Properties pane, go to the Predefined Variables section, click Add Global Variables.

6

Check the Global_FeedbackSurveyOptin checkbox and click Add to configure the system-defined variable.

7

Drag and drop the Feedback V2 activity from the Activity Library to the Main Flow canvas or Event Flows canvas.

8

In General Settings, perform the following actions:

  1. In the Activity Label field, enter a name for the activity.

  2. In the Activity Description field, enter a description for the activity.

9

In the Survey settings, choose the voice-based (IVR) survey questionnaire from the drop-down list to play an inline survey to the caller. The questionnaires that are configured in Webex Experience Management in the Control Hub are available in the list.

10

In Language Settings, enable the Override Language Settings toggle button to set any custom language for the IVR survey.

  • Set Language: Choose the preferred language from the drop-down list. The drop-down list displays the languages that Webex Experience Management supports. If the language isn’t supported in Webex Experience Management, the fallback language is English (US).

If the Override Language Settings toggle button isn’t enabled, the Global_Language variable is used to define the default Webex Experience Management settings. For more information, see Global Variables.

11

In Advanced Settings, in the Timeout field, enter the maximum duration for which the activity waits for a response from the customer. The default value is 3 seconds.

You can download the survey responses of contacts for a chosen date range.

1

Sign in to Control Hub.

2

Go to Contact Center > Customer Experience and click Surveys.

3

In the Surveys page, click the download icon beside the survey that you want to download.

4

In the Download responses page, choose the start and end dates from the Date range drop-down list or enter the dates in the respective fields.

5

Click Download. You can view the responses in the downloaded .xls file.