Interactive Voice Response (IVR) surveys give you the ability to understand the Voice of Customers at the end of 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).

Webex Contact Center offers support for a variety of digital channels, including Facebook Messenger, LiveChat, Email, SMS, Apple Messages for Business, and WhatsApp. As habits and lifestyle preferences evolve, these digital channels provide consumers with the ability to engage with businesses using their preferred methods of communication.

IVR surveys and Digital Channel surveys are directly integrated into Webex Contact Center through the Survey Builder of Control Hub where you can build surveys 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

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

Configure surveys for IVR

You can use Survey Builder to create surveys for your customers who want to interact with the agents through IVR. This involves the following procedures:

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.

IVR survey edits are updated in the flow once every 24 hours. Therefore, it may take up to 24 hours for end users to view the changes after a survey has been edited.

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.

Configure Feedback V2 activity

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. The Feedback V2 activity is only valid after the AgentDisconnect event in the Event Flows canvas.

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 Event Flows canvas.

  1. 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.
  2. 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.
  3. 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.
  4. The Global_Language variable is used to define the language settings. For more information, see Global Variables.To override the Global_Language variable, navigate to Language Settings, then 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).

      Here is a table of languages and their corresponding language codes supported by Webex Experience Management:
      LanguageCode
      English (US) - Default en-US
      Arabic (العربية) ar-AE
      Bengalibn-IN
      Chinese (中文) zh-CN
      Danish (Dansk) da-DK
      Dutch (Nederlands) nl-NL
      English (UK) - Default en-GB
      Finnish (Suomi) fi-FI
      French (Français) fr-FR
      German (Deutsch) de-DE
      Gujaratigu-IN
      Hebrew (עברית) he-IL
      Hindihi-IN
      Hungarian (Magyar) hu-HU
      Indonesian (Bahasa Indonesia) id-ID
      Italian (Italiano) it-IT
      Japanese (日本語) ja-JP
      Kannadakn-IN
      Koreanko-KR
      Malay (Bahasa Melayu) ms-MY
      Malayalamml-IN
      Marathimr-IN
      Norwegian (Norsk) nn-NO
      Polish (Polski) pl-PL
      Portuguese (Português) pt-PT
      Punjabipa-IN
      Russian (русский) ru-RU
      Spanish - Latin America (Español) es-ES
      Swedish (Svenska) sv-SE
      Tagalog (Tagalog) tl-PH
      Tamilta-IN
      Telugute-IN
      Thaith-TH
      Turkish (Türkçe) tr-TR
      Urdu (اردو) ur-PK
      Vietnamese (Tiếng Việt) vi-VN

Configure surveys for digital channels

You can use Survey Builder to create surveys for your customers who want to interact with the agents through digital channels. This involves the following procedures:

Create a digital channel survey

Digital surveys allow you to configure questions that end-customers see at the end of digital interactions using Webex Connect to collect feedback.

When you create a digital survey, you can:

  • Create survey questions in multiple languages at the same time.

  • Add short and long texts.

  • Add multiple-answer, and single-answer questions.

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

  • Add ratings such as Smiley, Star, and Scale.

Before you begin

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 Digital surveys.

4

Enter the Survey name.

5

In the Languages to support drop-down list, choose the desired survey languages and click Next.

English is set as the default language. You can choose multiple languages. However, make sure you set those languages in Control Hub prior to creating a survey.

6

Click the edit icon in the Welcome note section and enter the Welcome title and Welcome message.

7

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

You can enter the text in all other languages as well.

  • NPS: Set the following parameters:

    • Enter the question.

    • Choose a layout option such as Horizontal or Horizontal inverted.

  • CES: Set the following parameters:

    • Enter the question.

    • Choose a rating scale such as 1 - 5 or 1 - 7.

    • Choose a legend option from Disagree - Agree or Very high effort - Very low effort.

    • Choose a layout option such as Horizontal or Horizontal Inverted.

  • CSAT: Set the following parameters:

    • Enter the question.

    • Choose a legend option from Dissatisfied – Satisfied or Disagree - Agree.

    • Choose a layout option such as Vertical or Vertical Inverted.

  • Scale: Set the following parameters:

    • Enter the question.

    • Choose a scale type such as Bi-Polar or Likert.

    • Choose a display option such as Boxes or Radio buttons.

    • Enter the minimum and maximum inputs.

    • Enter the start and end labels in the fields provided.

    • Choose a layout option such as Horizontal or Horizontal Inverted.

  • Smiley: Set the following parameters:

    • Enter the question.

    • Choose a label option such as 2 Labels or 5 Labels. Enter the start and end labels.

    • Choose a layout option such as Horizontal or Horizontal Inverted.

  • Star: Set the following parameters:

    • Enter the question.

    • Enter the start and end labels in the fields provided.

  • Single answer: Set the following parameters:

    • Enter the question.

    • Choose a view option such as Radio button, Tiles, or Dropdown.

    • Enter your preferred option in Answer Options.

    • If you want to add another option, click Add another option.

    • (Optional) Turn on the Randomly display the options toggle button to override the defined sequence of options.

  • Multiple answer: Set the following parameters:

    • Enter the question.

    • Choose a view option such as Radio button, Tiles, or Dropdown.

    • Enter your preferred option in Answer Options.

    • If you want to add another option, click Add another option.

    • (Optional) Turn on the Mark "None of the above" option toggle button to add None of the above option to the answer.
    • (Optional) Turn on the Randomly display answer option toggle button to override the defined sequence of options.
    • (Optional) Turn on the Limit Maximum Number Of Selection to set the maximum number of selections of options. Enter the required number in the Restrict selection to field.

  • Short text: Set the following parameters:

    • Enter the question.

    • Enter the maximum character limit.

  • Long text: Set the following parameters:

    • Enter the question.

    • Enter the maximum character limit in the field provided.
8

Click the edit icon in the Thank you note section and enter a Thank you title and Thank you message. Click Next.

9

On the Appearance page, set the following parameters:

  • (Optional) Turn on the Add page breaks in between questions toggle button. If you don't enable this toggle, the questions are stacked on top of each other. If you enable it, each question appears on a separate page.

  • In the Colors section, choose the text color from the palette or enter the HEX Code. The survey text appears in the chosen color. Choose the text color for the welcome title.

  • In the Brand logo section, click Choose a file to upload the brand image. You can also drag and the drop the image file.

  • In the Background image section, click Choose a file to upload the background image. You can also drag and drop the image file.

    Experience Management supports .jpeg and .png files.

  • Click Preview survey to get a sneak peek of the survey.

10

Click Save.

What to do next

See Edit a Survey and Delete a Survey to edit or delete a questionnaire.

For more information on how to configure a digital channel postinteraction survey, see Configure digital channel surveys in Webex Connect.

Configure digital channel surveys in Webex Connect

Webex Connect, after integration with Experience Management, fetches all questionnaires marked as digital surveys from Survey Builder in Control Hub. When you create flows in Flow Builder, you can configure the WXM node and choose questionnaires from the prepopulated list for the respective digital channels. Upon the execution of the flow, contacts see the chosen questionnaires after completion of their interaction with agents.

For more information on prerequisites and how to configure surveys in Webex Connect, see Experience Management in Webex Connect.

Download survey responses

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

Before you begin

You must be a Full Contact Center Admin to download the surveys.
1

Sign in to Control Hub.

2

Go to Contact Center > Customer Experience and click Surveys.

3

On the Surveys page, click the download icon beside the survey that you want to download the data for.

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.

Here is a list of parameters and their descriptions found in the downloadable .xls file:

ParameterDescription
Date Time (in UTC)The date and time the survey was started. This is in the UTC time zone.
Contact_Session_IDA unique string that identifies the contact session and can be found in Analyzer.
Survey TypeThe field that denotes if the survey is an IVR survey or a Digital survey.
Survey NameThe name of the survey.
Question TextThe text given to the question when the survey is created.
ResponseThe value provided by the end-user of the survey.
First Agent NameThe name of the agent that first answered the cal
First Agent EmailThe email address of the agent that first answered the call.
Last Agent NameThe name of the agent that handled the call
Last Agent EmailThe email address of the agent that handled the call.
Queue NameThe queue name of the first agent that answered the call.
Site NameThe site name of the first agent that answered the call.
Call Duration (in seconds)The time elapsed between the call start time and the call end time.
Agent DNISThe DNIS number that is associated with the first Agent.

The data updates every 20 minutes.