HELP FILE

How do I create a survey?

    Create a survey to assess and report on your customer's experience with your chat agents.

    Before you begin: You must be set up as a user and be assigned the admin role. This can also be done from your admin portal if you have access permissions.
    About this task: This feature is only available for chat queues.
    1. Sign in to our GoTo desktop/web app.
    2. From Contact Center > Admin > Surveys, select + Add survey.
    3. From Questions and Responses, complete the following fields or select one of our preset surveys:

      • Survey Question — Enter the question you want to ask your customers.
      • Positive Response — Enter the positive response option you want to provide to your customers.
      • Negative Response — Enter the negative response option you want to provide to your customers.

    4. Optional: Enable and customize a Post-survey message for Webchats.
    What to do next: Enable the survey on each desired chat queue. Keep up on the responses through the Resolved Conversations board in our analytics portal.