Set up surveys

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You can set up surveys – such as customer satisfaction surveys – to use with phone queues.

The Zylinc solution doesn't have its own survey tool, but you can easily integrate surveys from third-party survey tools into your Zylinc solution:

Prerequisites: Make sure that you've set up a survey in the third-party tool RECORDIT. You're going to link to the survey in the following. If you want to inform callers about your survey, you'll also need at least one audio annoucement about the survey, so that you can refer to the announcement in the following.

To add a survey to your Zylinc solution:

1. In the Administration Portal menu, select SYSTEM > Switch Settings, and scroll down to the Survey section.

2. In the Prompt menu at the top of the Survey section, select how you want to inform callers about the survey:

   This is a default setting for all surveys on your Zylinc solution. If you later add more surveys, your selection will affect those surveys too.

   • None: Don't inform the caller, but make the external survey system dial the caller's number after the agent has finished serving the caller. No audio announcement required.
     
   • Info: Use an audio announcement to inform the caller, and make the external survey system dial the caller's number after the agent has finished serving the caller.
   • Prompt: Use an audio announcement to inform the caller, get their acceptance (the caller presses 1 to accept), and make the external survey system dial the caller's number after the agent has finished serving the caller.

   Legislation in your area may require you to ask for callers' acceptance.

3. Under Add new survey, enter a Display Name for your survey. When you later enable the survey on your phone queues, you'll refer to this name.

4. Specify the Survey URL to use for the survey. It's the address that your Zylinc solution will use to contact the survey that you've set up in the third-party survey tool. You get this URL from your third-party survey provider.

5. Enter your Survey Key. The key validates that you have the right to use the survey. You get the key from your third-party survey provider.

6. Now you're going to select an audio announcement if you chose to inform callers about the survey (in step 2):

   • If you selected None in the Prompt field in step 2, you won't need an audio announcement, and you can go to the next step.
   • If you selected Info in the Prompt field in step 2, you'll need an audio announcement that briefly describes the survey, but doesn't ask callers to accept the survey: In the Survey Info File menu, select the audio announcement that you want to use.
   • If you selected Prompt in the Prompt field in step 2, you'll need an audio announcement that briefly describes the survey and informs callers that to participate in the survey they must press 1 (if they press another digit, or don't press anything, they won't participate): In the Survey Prompt File menu, select the audio announcement that you want to use.

   Depending on your needs, it can be a good idea to select an info file as well as a prompt file even if you're not going to use them straight away. That way, you have the flexibility to quickly change your setup later (by simply selecting another option in the Prompt menu), for example if your boss suddenly tells you that you should begin asking for callers' acceptance immediately.

7. Click Save Survey.
8. At the top of the Survey section, select Activate.
9. Click Save.

Once you've added a survey, you can enable it for specific phone queues.