Feedback survey CFD

[Tin Nwe Win]

Dear 3CX Team,

We would like to set up a customer feedback survey (CFD) that includes three distinct types of questions, each with specific invalid prompts. The details are as follows:

1. Rating (1 to 5) Question .
2. Yes/No Question
3. Rating (0 to 9) Question

Please note that the audio files for the invalid prompts will be different for each question type, and we want to ensure that each prompt corresponds specifically to the respective question.

Could you confirm if this configuration is feasible, and advise on the steps or technical requirements for implementation? We would appreciate your support in configuring these survey questions with the corresponding invalid prompts.

Looking forward to your feedback.

 

[Alphabetic]

https://www.3cx.com/docs/manual/cfd-components/#h.h1v1u1welto

You should start here

 

[edossantos_sipcaller]

Hello @Tin Nwe Win,

You can use the Survey component from a CFD app:
https://www.3cx.com/docs/cfd-survey-component/

However, please note that your agents would have to manually transfer the calls to the Survey app instead of dropping it. This will very likely change the metrics, because an agent that didn't have a good experience will not transfer the call. You could solve this by calling the customer in a separate call once the call with the agent has finished speaking. You could use SIP Caller to do that. Let me know if you need additional information on the approach we can provide.

 

[Tin Nwe Win]

https://www.3cx.com/docs/manual/cfd-components/#h.h1v1u1welto

You should start here

I have completed the configuration of the feedback survey as per the 3CX documentation. I have encountered an issue where the invalid prompts are being applied uniformly across all three different questions, rather than each having its unique invalid prompt as intended.
Could you kindly advise on how to resolve this issue?

 

[VoIPTools]

Ultimately, like the other starter Call Flow Designer examples, these examples are intended to be a starting point and never really intended to be the final product.

I encourage you to take a look at our 3CX Survey Creator tool. Here are some key points to consider:

• The ability to create an unlimited number of custom surveys in 1-2 minutes.
• Use OpenAI to create genuine human-quality survey questions using text-to-speech
• Automatically verify user call-back phone numbers and initiate an immediate post-call survey after the call
• Directly correlate agent-specific survey question results in reports
• Create questions of various types with the correct error prompts (yes/no, true/false, any score from 1-9, and direct user feedback by recording their voice response to questions like "What else could we do to improve our service?"

With our tool all the complexities of creating surveys are gone using a simple web-based application.

 

[edossantos_sipcaller]

I have completed the configuration of the feedback survey as per the 3CX documentation. I have encountered an issue where the invalid prompts are being applied uniformly across all three different questions, rather than each having its unique invalid prompt as intended.
Could you kindly advise on how to resolve this issue?

You could use a separate Survey component for each question. Then you will need to create logic to concatenate the answers and write them to the CSV file or send them anywhere you like.