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Runs an Uptivity Survey either with a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. option or after the completion of the call. This action applies only to those who have the optional Uptivity Survey product. If your business unit doesn't have Uptivity Survey, this action won't be available in Studio. |
Supported Script Types
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| Generic | Chat | Phone | Voicemail | Work Item |
Properties
- Survey DNIS
- A unique survey identifier on the Discover platform.
- SurveyCallBackDNIS
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The number to dail in a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. scenario to administer the survey.
No action occurs if the contact stays on the line.
- SurveyCallBackANI
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The caller ID transmitted to the contact when an agents administers the callback survey.
No action occurs if the contact stays on the line.
- SurveyDelay
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In a callback scenario, this property is the amount of time (in seconds) that the system waits before performing the callback survey.
In a scenario where the contact stays on the line, this property is the number of seconds after the agent disconnects before the survey audio begins.
- CallBack
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True - the system makes a callback to perform the survey.
False - the system administers the survey only after the agent disconnects.
Branches
- Default
- This is the only branch option available.
Tips and Tricks
- DISCOVERSURVEY uses the ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call. for callback surveys. The ANI is not editable from the DISCOVERSURVEY properties.
- DISCOVERSURVEY can be populated until the ONRELEASE event occurs, specifically when the agent is disconnected from the call.
- Do not confuse the Discover Suvey DNISDialed Number Identification Service; identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. with the typical definition of DNIS in telephony. They are different and distinct items.
Phone Script Example Using DISCOVERSURVEY
In this simple example that includes the DISCOVERSURVEY action, BEGIN initiates the script, and DISCOVERSURVEY is set up to run the survey at the end of the call.
You will notice in the DISCOVERSURVEY action properties that the callBack property is set to False, which means that a callback is not an option.
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