Surveys

Webex Engage client admin users can manage customer and agent surveys that can be used to capture feedback from the customers and agents. These surveys can be shared with multiple teams.

Add New Customer Survey

To add a customer survey, follow these steps:

1. Click the Try New Version on the top-right corner of the Admin Console screen.

You will navigate to the Webex Engage react version dashboard.

2. Go to Assets > Surveys.

3. Click Add survey. The following screen appears.

4. Select Customer surveys radio button.
5. Basic Details: Enter Survey Name and Description.
6. Enter Prompt Message that you wish to send while initiating a survey.
7. Select the teams with whom you wish to share the survey in Shared teams field.
   You can preview the survey-prompt message configured for the Livechat and Webpage on the right side of the Surveys screen and make required edits if any.
8. Click Next.
   You will navigate to the following screen.

9. Enter the Question. Select the make as mandatory checkbox to make a question mandatory.
10. To configure a questionnaire, select an option from the type drop-down list to configure various possibilities of choices for a question.

Single-select Choice List: If you select this option, a choice list field appears. You can configure radio buttons or a drop-down list.

Multi-select Choice List: If you select this option, a choice list field appears. You can configure multiple choice drop-down list.

Dropdown: If you select this option, the dropdown options field appears. You can choose to add multiple options.

Rate Chat: If you select this option, thumbs up and thumbs down options appear.

Star Rating: If you select this option, you can configure number of stars on a scale of 1 to 5.

Number Rating: If you select this option, you can configure number on a scale of 1 to 10.

Text Filed: If you select this option, you can configure a place holder for short descriptive responses.

Text Area: If you select this option, you can configure a place holder for long descriptive responses.

You can preview the survey questionnaire configured for the Livechat and Webpage on the right side of the Surveys screen.

11. Click Next. You will navigate to Survey Submission tab.

You can preview the post-chat survey submission message configured for the Livechat and Webpage on the right side of the Surveys screen.
12. Enter the thank you message in the text field and click Submit.
A success message appears on the screen, and you will be navigated to surveys dashboard.

A bell notification is sent to all the teams configured in the shared with teams field in the basic details section.

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Note:

A survey will not be activated until the team manager configures the trigger settings and initiates a survey on the team manager console (settings>manage>surveys).

Add New Agent Survey

To add an agentsurvey, follow these steps:

1. Click the Try New Version on the top-right corner of the Admin Console screen.

You will navigate to the Webex Engage react version dashboard.

2. Go to Assets > Surveys.

3. Click Agent surveys tab.
4. Click Add surveys.
5. Select Agent surveys radio button.

6. Basic Details: Enter Survey Name and Description.
7. Select the teams with whom you wish to share the survey in Shared teams field.
   You can preview the post back message configured for the Livechat and Webpage on the right side of the Surveys screen and make required edits if any. Further, you can re-arrange the questions in the order of your choice before saving a questionnaire.
8. Click Next.
   You will navigate to the following screen.

9. Enter the Question. Select the make as mandatory checkbox to make a question mandatory.
10. To configure a questionnaire, select an option from the type drop-down list to configure various possibilities of choices for a question.

Single-select Choice List: If you select this option, a choice list field appears. You can configure radio buttons or a drop-down list.

Multi-select Choice List: If you select this option, a choice list field appears. You can configure multiple choice drop-down list.

Star Rating: If you select this option, you can configure number of stars on a scale of 1 to 5.

Number Rating: If you select this option, you can configure number on a scale of 1 to 10.

Text Filed: If you select this option, you can configure a place holder for short descriptive responses.

Text Area: If you select this option, you can configure a place holder for long descriptive responses.

Dropdown: If you select this option, the dropdown options field appears. You can choose to add multiple options.

Rate Chat: If you select this option, thumbs up and thumbs down options appear.

You can preview the questionnaire while configuring an agent survey on the right side of the Surveys screen. Further, you can re-arrange the questions in the order of your choice before saving a questionnaire.
11. Click Next. You will navigate to the Survey submission tab.

12. Enter the Thank you message in the text field.
13. Click Submit.
    The survey submission success message appears on the screen and you will navigate to the surveys dashboard.

Add filters

You can filter by using the list of filter options available in the Add filters drop-down list and search required surveys from the configured surveys table.

To add filters, follow these steps:

1. Click Add filter drop-down on the Surveys screen.
2. Select a filter field from the Add filter drop-down list.

3. Enter the value in the text field and click Apply.

4. Further, you can add various ADD and OR conditions to view the relevant results from the Surveys table.
5. Additionally, you can hide the filters by clicking the Hide filters option.

6. Click Clear filters, to clear the filter conditions.

Customize display

You can customize and view the survey table results by selecting the required column names from the Customise display drop-down list on the top-right side of the table results.