SWIsurvey—gathers information from callers

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:

  • NUMBER—One of a range of numbers. Can indicate the degree the caller agrees or disagrees with the question.
  • LIST—Choice from a list of possible responses.
  • FREE_TEXT—Free response to the question.

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:

  • AUTOMATED_IMMEDIATE
  • AUTOMATED_DELAYED
  • LIVE_IMMEDIATE
  • LIVE_DELAYED

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