Opt-In IVR and Survey IVR

Use

With IVR, you can make a survey where you ask your customer’s opinion after a contact center call. Survey is carried out with two IVR applications: with the opt-in IVR you ask permission to make the survey, and with the survey IVR you run the actual survey.

Opt-in IVRs are any IVR applications that have other Survey IVR Settings defined than Script Name for Monitoring and Reporting, and the settings Survey IVR Number and Opt-in Query Percent are mandatory for them. Opt-in IVR application must include the setextradata element that attaches the survey IVR application’s number to the call, enabling that those calls that participate in survey, are automatically transferred to survey IVR after the actual service call.

Note:

  • Opt-in IVR and Survey IVR can be used only for queue calls.

  • Opt-in can be done only in the first queue where the call arrives - if a queue call is transferred to another queue where the opt-in is activated, opt-in is not applied to this call.

Survey IVRs can be any IVR applications whose number is told to the opt-in IVR with the setextradata element, and we recommend that you define Script Name for Monitoring and Reporting for them to enable reporting the survey results.

Survey results can be viewed in script reports in Online Monitoring and Reporting if the script name is given, and appropriate expressions for question and answers are defined in relevant elements (menu, choice, noinput, nomatch, field) of opt-in and survey IVRs.

To run a survey you need the following configurations:

  1. You must have an opt-in IVR and survey IVR applications. There are built-in examples of both, but you must define at least the IVR numbers for them in your system. Do that in the IVR Management.

  2. You must define the Survey IVR Settings for both IVRs separately, see the table below. To do that, go to IVR Management, search and choose the IVR application, and define settings in the block Survey IVR Settings for it.

  3. For the queue where you want to run the survey, activate the opt-in and choose the opt-in IVR number. This connects the queue to the right opt-in IVR application. Do this in Queue Management > Queues, choose a phone queue, and Contact Management Settings.

After that, the opt-in IVR is played to the defined percentage of callers of the queue, and those who answer Yes, are connected to the survey IVR automatically after their service call is over.

Survey IVR Settings

Define the following settings for the opt-in IVR and survey IVR applications.

Field

Description

Survey IVR Number

Choose the number of the survey IVR application you are going to use in this survey, after you have defined the number for the survey IVR application in IVR Management. (If you enter the number, make sure you enter the same number for the IVR application).

Mandatory for opt-in IVRs.

Opt-in IVR Call Type Filter

Define if the survey will be made for internal, external or all calls.

Opt-In Query Percent

Enter the number from 1 to 100 to define how many callers are asked to participate the survey of all callers of the selected Opt-in IVR Call Type. For example, when the percent is 20, every fifth caller is asked to participate. With very small number of callers the percentage may appear to be slightly inaccurate.

Mandatory for opt-in IVRs.

Disable Welcome if Opt-In in Use

To disable playing the queue’s welcome message for those callers that are played the opt-in message. By default, the welcome message is played.

If there is a prewelcome message defined for the queue, it is always disabled when opt-in message is played.

Script Name for Monitoring and Reporting

Enter the descriptive name that is shown in Online Monitoring and Reporting as the script name when the survey results are viewed.

Recommended for survey IVR.

Example IVRs

There are built-in example IVRs, Example_OptIn_IVR.xml and Example_Survey_IVR.xml, in the Examples and Templates folder. Import them into your system and save them with your own names, such as ACME_OptIn_IVR and ACME_Survey_IVR. Typically, you can use the example opt-in IVR without editing in many kinds of surveys. However, to create your survey, you may need to edit the example survey IVR or create a new one and record appropriate prompts.

Survey IVR

Example survey IVR’s principle:

  1. IVR plays the prompt SurveyInstructions where the customer is asked to answer the questions with the dial pad.

  2. IVR plays the prompt SurveyQIssueSolved where the customer is asked if the issue is solved, asked to choose 1 for yes, 2 for no, and 3 for not sure.

    • The answer option corresponding to the caller’s choice is set for Reporting and Online Monitoring, and the call moves to the next question.

    • If no answer, or an invalid answer, is received from the caller, the prompt is repeated three times. If the third answer is still no answer or no match, the exit follows, and No answer

      and Invalid Answer is selected for answer option, respectively.

  3. IVR plays the prompt SurveyQCall where the customer is asked how satisfied they are with the call, on a scale from 1 to 5, or to skip the question with a star (*).

    • The answer option corresponding to the caller’s choice is set for Reporting and Online Monitoring, and the call moves to the next question.

    • If no answer, or an invalid answer, is received from the caller, the prompt is repeated three times. If the third answer is still no answer or no match, the exit follows, and No answer

      and Invalid Answer is selected for answer option, respectively.

  4. IVR plays the prompt SurveyQOverAll where the customer is asked how satisfied they are with the overall service on the scale from 1 to 5, or to skip the question with a star (*).

    • The answer option corresponding to the caller’s choice is set for Reporting and Online Monitoring, and the call moves to the goodbye prompt.

    • If no answer, or an invalid answer, is received from the caller, the prompt is repeated three times. If the third answer is still no answer or no match, the exit follows, and No answer

      and Invalid Answer is selected for answer option, respectively.

  5. IVR plays the prompt SurveyGoodbye.

To take the example IVR in use, search and choose the ACME_Survey_IVR, and define the following items in IVR Management:

  1. In the IVR Numbers block, define the phone number for this IVR application. Use one of the numbers reserved for this purpose: to open Number Viewer, use the button on the right above the Basics clock.

  2. Select the Active checkbox in the Basics block.

    (Changed in 1911. In version FP14 and older: Choose the hosting CEM instances and activate the application on them.)

  3. To enable viewing the survey results, define the Script Name for Monitoring and Reporting in the Survey IVR Settings block.

  4. Save your entries.

Opt-In IVR

The opt-in IVR example plays the prompt OptInQuestion where the customer is asked to press the number 1 to participate in survey. If no or a wrong dial key is pressed, the call will be connected to service queue, and no survey is run. If the customer presses 1, the OptInInstructions prompt is played that asks the customer to stay online after actual service call. Additionally, the example opt-in IVR includes the setextradata element with the SurveyExtension value.

To take the example IVR in use, search and choose the ACME_OptIn_IVR, and define the following:

  1. Define the following items in IVR Management:

    1. In the IVR Numbers block, define the phone number for this IVR application. Use one of the numbers reserved for this purpose in System Management > Number Range.

    2. Select the Active checkbox in the Basics block.

      (Changed in 1911. In version FP14 and older: Choose the hosting CEM instances and activate the application on them.)

    3. To connect the opt-in to the right survey IVR, define the Survey IVR Number (the IVR number you defined for the survey IVR), and at least the Opt-In Query Percent in the Survey IVR Settings block.

    4. Save your entries.

  2. Go to Queue Management > Queues and choose the phone queue where you want to run the survey, and then the block Contact Management Settings. Define the following settings:

    1. Select Activate Opt-In.

    2. Choose the Opt-In IVR Number to be the one you defined for this opt-in IVR application above.

    3. Save your entries.