{"id":2959,"date":"2022-03-10T09:53:30","date_gmt":"2022-03-10T09:53:30","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=1347"},"modified":"2022-03-10T09:53:30","modified_gmt":"2022-03-10T09:53:30","slug":"surveys","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/surveys\/","title":{"rendered":"Surveys"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><strong>Surveys<\/strong> include a list of questions redirected to customers from agents to extract preference-based data or business feedback through chat or calls. <strong>SmartAssist <\/strong>lets you create and configure a new survey, and map it to an agent with the requisite skills.<\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Create_a_New_Survey\"><\/span>Create a New Survey<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To create a survey, follow these steps:<\/p>\n<p>1. On the left pane, go to <strong>System Setup &gt;<\/strong> <strong>Surveys<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Survey.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4968\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Survey.png\" alt=\"\" width=\"1024\" height=\"287\" \/><\/a><\/p>\n<p>2. In the Survey page, click the <strong>+ New Survey\u00a0<\/strong>button.<\/p>\n<p>3. In the window, enable <strong>New Survey\u00a0<\/strong> for the agent to conduct the customer satisfaction survey.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ENable.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4974\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ENable.png\" alt=\"\" width=\"1024\" height=\"154\" \/><\/a><\/p>\n<p>4. Under <strong>General Information<\/strong>, provide inputs for the following fields, and click <strong>Done<\/strong>.<\/p>\n<p><strong><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Survey1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4978\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Survey1.png\" alt=\"\" width=\"1024\" height=\"768\" \/><\/a><\/strong><\/p>\n<ul>\n<li><strong>Survey Name<\/strong> \u2013 This mandatory field\u00a0requires the survey name for identification.<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/survey-name-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4981\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/survey-name-1.png\" alt=\"\" width=\"592\" height=\"75\" \/><\/a><\/p>\n<ul>\n<li><strong>Description<\/strong> \u2013 This mandatory field denotes the description text for the survey.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/description-survey-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4984\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/description-survey-1.png\" alt=\"\" width=\"622\" height=\"102\" \/><\/a><\/li>\n<\/ul>\n<p>5. To Set up the Chat Experience, follow these steps:<\/p>\n<ul>\n<li>Click the <strong>Chat Experience<\/strong> tab to view the <strong>Chat Experience<\/strong><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ChatSurvey.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4987\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/ChatSurvey.png\" alt=\"\" width=\"1024\" height=\"689\" \/><\/a><\/li>\n<li>Enable <strong>Chat Experience<\/strong> to request the customers to take the survey during an agent chat session.<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/enable-chatexp-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4990\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/enable-chatexp-1.png\" alt=\"\" width=\"613\" height=\"91\" \/><\/a><\/p>\n<ul>\n<li>Under <strong>Chat Experience<\/strong>, the following settings can be configured:\n<ul>\n<li>Click the respective <b>edit<\/b> icons to set the <i>Request Message<\/i> and the <i>Gratitude<\/i> texts for the survey.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/req-msg-set-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4993\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/req-msg-set-1.png\" alt=\"\" width=\"601\" height=\"188\" \/><\/a><\/li>\n<li>Select a specific language for the message.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/sel-lang-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4996\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/sel-lang-1.png\" alt=\"\" width=\"662\" height=\"228\" \/><\/a><\/li>\n<li>Type the message text and click <strong>DONE<\/strong> to save.<\/li>\n<li>To set the<strong> Survey Frequency<\/strong>, configure the following options:<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/survey-freq-2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-4999\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/survey-freq-2.png\" alt=\"\" width=\"565\" height=\"80\" \/><\/a><\/li>\n<li><b>Show to Everyone<\/b> \u2013 Select this option to make it visible to all the customers.<\/li>\n<li><b>Show to Every nth User<\/b> \u2013 Select this option to make it visible to every nth user. For example, if you type in 2 in the input textbox, the survey will appear to every second chatbot customer.<\/li>\n<li><b>Agents can Trigger<\/b> \u2013 This will let the agents randomly trigger the survey to customers.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>6. To configure the <b>survey call experience<\/b> under the <strong>Call Experience<\/strong> section, follow these steps:<\/p>\n<ul>\n<li>Click the <b>Call Experience<\/b> tab.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CallExp.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-5002\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/CallExp.png\" alt=\"\" width=\"993\" height=\"721\" \/><\/a><\/li>\n<li>Enable <b>Call Experience<\/b> for the voice agent to request the customer to take a survey after a call.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/enable-callexp-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-5005\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/enable-callexp-1.png\" alt=\"\" width=\"565\" height=\"87\" \/><\/a><\/li>\n<li>Under <b>Call Experience<\/b>, configure the settings for the following:<br \/>\n<strong><em>Note: <\/em><\/strong><em>Click edit icons for <\/em><strong><em>Request message <\/em><\/strong><em>and<strong> Gratitude <\/strong>like in <\/em><strong>Chat Experience.<\/strong><\/p>\n<ul>\n<li>To set the <b>Survey Frequency<\/b>, configure the following options:<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/survey-freq-1-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-5008\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/survey-freq-1-1.png\" alt=\"\" width=\"553\" height=\"102\" \/><\/a><\/p>\n<ul>\n<li><b>Show to Everyone<\/b> \u2013 Selecting this option makes the survey visible to all the customers.<\/li>\n<li><b>Show to Every nth User<\/b> \u2013 Selecting this option makes the survey visible to every nth user. For example, if you type in 3 in the input textbox, the survey will appear to every third chatbot customer.<\/li>\n<li><b>Agents can Trigger<\/b> \u2013 This will let the agents randomly trigger the survey to customers.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>7. Click <strong>Done<\/strong> after configuring the new survey.<\/p>\n<p>8. A success confirmation message is displayed when the new survey is added to list.<\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Edit_a_Survey\"><\/span>Edit a Survey<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To edit the survey information, follow these steps:<\/p>\n<ol>\n<li>Click on the survey name and in the <strong>Survey <\/strong>window, do the necessary edits in the <strong>General Information, Chat Experience<\/strong>, and <strong>Call Experience<\/strong> sections, and click <strong>Done<\/strong>.<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/SurbeyEdit-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/SurbeyEdit-1.png\" alt=\"\" width=\"1024\" height=\"760\" class=\"alignnone size-full wp-image-5018\" \/><\/a>\n<\/li>\n<li>A success confirmation message is displayed when the survey information is updated.<\/li>\n<\/ol>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Delete_a_Survey\"><\/span>Delete a Survey<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To delete a survey, follow these steps:<\/p>\n<ol>\n<li>In the <strong>Survey<\/strong> page, click the <strong>Survey Name<\/strong> you\u2019d like to update.<\/li>\n<li>In the\u00a0window, click the <strong>Delete CSAT\u00a0<\/strong>icon.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Del.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-5014\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Del.png\" alt=\"\" width=\"1024\" height=\"264\" \/><\/a><\/li>\n<li>In the confirmation pop-up, click <strong>Delete<\/strong>.<\/li>\n<\/ol>\n<p>After the deletion confirmation message is displayed, the deleted survey is removed from the list and cannot be accessed by the agent.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"Surveys include a list of questions redirected to customers from agents to extract preference-based data or business feedback through chat or calls. SmartAssist lets you create and configure a new survey, and map it to an agent with the requisite skills. Create a New Survey To create a survey, follow these steps: 1. On the...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[35],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2959"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=2959"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2959\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=2959"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=2959"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=2959"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}