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Write Customer Satisfaction Survey Result V2

Category: Customer Satisfaction

Description: Extension module that allows writing customer satisfaction information in a format that can be interpreted by the associated report. It enables incorporating additional custom values and the agent's description through a custom entity.

Functionality: Use this extension module to obtain the number of surveys answered in reference to a tag. For example, the number of surveys related to a Sales or After-sales service where the executive belongs to a Junior Skill.

Prerequisites

  1. Design survey flow

    • Design a survey flow using the extension module Request Entity by Name. In this case, two surveys will be conducted to achieve the desired functionality.

  2. Create entities in Lynn

    • From the flow designer, create the necessary entities to store the results of the surveys that will be conducted.

Implementation

Entities containing the response values for the survey queries: Text field that must be filled with the entities containing the response values obtained through the surveys conducted. Please note that a maximum of 5 entities is allowed, and they should be separated by a line break.

Expression containing the entity name that indicates the agent's name: String field where you must enter the entity that contains the agent's name.

List of entities containing custom tags (Max 3, separated by line breaks): Text field that must be filled with entities containing custom tags to be associated with the survey, which can be used for reporting purposes.

Intent to execute in case of error. The error information will be transferred to a variable called: Write_Customer_Satisfaction_Survey_Error: Dropdown list where you must select the intent name for error handling. If an error overflow occurs, the entity Write_Customer_Satisfaction_Survey_Error will be populated with the error details if available.

Implementation Example

In the following example, we will describe a survey to evaluate the performance of Sales and After-sales executives, and define tags for reporting purposes.

Field Value
Name TestSurveyV2
Entities containing the response values for the survey queries

Entity_1

Entity_2
Expression containing the entity name that indicates the agent's name Agent_Name
List of entities containing custom tags

Department <--- Sales

Skill <--- Junior_Seller
Intent to execute in case of error. The error information will be transferred to a variable called: Write_Customer_Satisfaction_Survey_Error Error_Handler

Consider that the entities contain the following values:

Did the executive help resolve your request?

Entity 1 <--- YES

Would you recommend our service?

Entity 2 <--- Maybe

--Result:

1 Sales executive who did resolve the request

1 After-sales executive who did resolve the request

1 Sales executive who did NOT resolve the request

Survey_1

Did the executive help resolve your request?

YES

Alejandro Perez

Department <--- Sales

Skill <--- Junior_Seller

Survey_2

Did the executive help resolve your request?

YES

Susan Muller

Department <--- After-sales

Skill <--- Junior_Seller

Survey_3

Did the executive help resolve your request?

NO

Luis Andreson

Department <--- Sales

Skill <--- Junior_Seller