Customer surveys gather information from callers, often for business purposes not directly related to the caller's reason for calling, such as determining how satisfied a caller was with the call. Survey questions and responses are logged with this event.
In addition to the Tokens used for every event, this event has the following tokens:
|
Token |
Description |
|---|---|
|
UNID |
Integer: A unique caller ID that matches the caller to application call log. The application log must contain a SWIunid event that logs the ID, similar to this: …|EVNT=SWIunid|UNID=9012 Note: When the survey is loaded into the repository, if the ID is not found in an already-loaded call log, the answers are loaded for statistical purposes, but not associated with any specific call. All of these results are associated with a caller ID of null. |
|
QNUM |
Index number (integer) of the question within the list of questions. |
|
QGROUP |
(optional) Group name: used in complex surveys to identify subsets of questions, such as demographic information. May have a blank value. |
|
QTYPE |
Type of survey, one of the following:
|
|
QPROMPT |
Text of the question. |
|
ANSWER |
Answer (caller’s response) to the question. Either as specified by the caller or as later transcribed. |
|
WVNM |
(optional) Location of the audio file that records the answer. |
|
METHOD |
Method and timing of the survey, where the method was either automated or performed by a person, and the timing is business-defined as either immediate or delayed (typically a follow-up to the original call). The values are:
|
Example:
EVNT=SWIsurvey|UNID=9012|QNUM=5|QGROUP=Effectiveness|QTYPE=NUMBER|QPROMPT=Were you satisfied with your experience?|ANSWER=4|WVNM=survey_9012.ulaw|METHOD=AUTOMATED_IMMEDIATE
