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Interactive script: How is survey response stored

HI Experts,

We have successfully implemented dynamic survey using interactive script. But I am not able to understand where is this response getting saved. Is there any table where we can view the responses (based on questionaires ) for each account. I read in the help files that it is saved as xml. Could anyone please explain this in details.

Regards,

Aneesh

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1 Answer

  • Posted on Jun 08, 2015 at 08:55 AM


    Hi Aneesh,


    You can assign the survey to the relevant transaction types under customzing
    “Define Determination for questionnaires”.

    For example. I assigned the survey to LEAD under customzing:
    SPRO->crm->transactions->setting for leads->Questionnaires for Leads->Define Determination for Questionnaires

    And I assigned my survey and trasaction type of Lead in "Lead Qualification" of my script in script editor by IC_MANAGER role.

    Then after following steps, you can checked the saved surveys afterwards in
    the relevant documents Lead.(You can find the lead in activity clipboard of relevant interaction record)

    business scenario:

    Scenario backgroud:

    You are an Interaction Center Agent. You need to qualify Leads for a potential software upgrade. A preconfigured script(including the survey) guides you through your telephone call with an account. A Lead will be automatically qualified by using a Survey.


    1.logon WebUI by corresponding business role.

    2.set agent's workmode to ready. After a while, customer call is coming and you accept the call to confirm the account.

    3.click work center script and selet the corresponding sript and language. Then click button "go".

    4.keep talking to customer on the phone(you can just read the script text(survey) to customer), and since customer said "yes" so you click "Yes" on the survey.

    5.Customer mentioned there is no change for their address, so you click "No Changes"
    6.Customer wants to hear more information, so you click "More Infos".
    7.Keep talking to customer and fill out the survey accordingly.
    8.Select the Stop/Clear Screen button to clear the screen and finish the survey.

    9.You can go to the work center Interaction Record (Activity Clipboard) and find the Lead has been created and qualified.

    =》Here you can checked the saved survey in the lead.

    10.hung up the phone and click the End button to end the interaction with customer.


    Best Regards,
    Bruce

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