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
-
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.
-
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