The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Surveys Administration Overview

Surveys are standardized scripts that allow an agent to ask a customer a series of questions and record their responses to those questions. Once the survey has been completed, it is attached to the case like any other item. The responses can be viewed or modified later, or they may be used for management reporting.

Here are some examples of common uses for surveys:

If a person calls about a product malfunction, there may be a standard set of questions that need to be asked in order to diagnose or report the problem.
If a person calls with an issue that may require assistance from your legal department, a survey could be used to collect information that will be needed by that department.
Surveys could be executed randomly to gauge customer satisfaction levels, or to inquire about desired service offerings for future business planning.

Note: If the Select option is not selected for the "w_other_survey_question_online" security function, the user will not be able to preview surveys. For information on Security Roles, refer to Security Roles.

You define surveys through the Company Setup menu. Surveys may be initiated either manually or automatically based on a suggestion rule.

Survey Runs

After you define a survey, you must set up a Survey Run. Among other things, the Survey Run defines the date range during which the survey is active.

Survey Report

The survey report can be used to show the results of surveys that have been given in both detail and summary views. For information, refer to Survey Report.

Survey Migrations and Suggestions

Emplifi Agent provides the functionality to migrate survey data to issue fields on a case. For information, refer to Migration Rules Overview.

The system also allows you to set up suggestions, limit codes, and dependencies.

Survey Mandatory Entry

You can also set specific questions as mandatory. If you try to save a survey without entering a mandatory field, the system prompts you to enter a value before you can save. For information, refer to Mandatory Fields Overview.