Ben, it looks like we have a small issue there with the feedback form. Thank you for bringing this to our attention! It will be fixed soon, so if you could try again in a few days it would be great.
Original Message:
Sent: 10-10-2023 14:27
From: Ben Fischer
Subject: Post Call Survey - Does anyone get accurate results?
Failed to load resource: the server responded with a status of 500 (Internal Server Error)
https://vcc-ce.8x8.com/analytix/submitFeedback.htm
POST https://vcc-ce.8x8.com/analytix/submitFeedback.htm 500 (Internal Server Error)
https://vcc-ce.8x8.com/analytix/assets/common/js/postCallSurvey-091aade4851510f14521756a1f7bb3fd.js
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Ben Fischer
Original Message:
Sent: 10-10-2023 08:18
From: Natalia Zincenco
Subject: Post Call Survey - Does anyone get accurate results?
Hi Ben, thank you for sharing this with us.
Could you please send us the details about your tenant, user and post-call survey script ID? And we'll make sure to clarify the numbers.
You can share these details with us either by emailing our support team, or by sharing your feedback directly from the Post-Call Survey Analytics product (top right corner).
Thank you
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Natalia Zincenco
Original Message:
Sent: 10-08-2023 15:23
From: Ben Fischer
Subject: Post Call Survey - Does anyone get accurate results?
In https://docs.8x8.com/8x8WebHelp/VCC/Post-Call-Survey/Content/PostCallSurvey/PostCallSurveyResults.htm is says
- Survey Result Totals: The following metrics are presented in a bar graph.
- Offered: Number of customers who were offered the option to take the survey.
- Opted In: Number of customers who opted in to take the survey.
- Started: Number of customers who started taking the survey and stayed for the duration of listening to the first question prompt.
- Completed: Number of customers who provided valid responses to all questions presented in the survey.
- Data for Survey Questions: The following metrics are presented for each question in a pie chart.
- Answered: Number of customers who answered this survey question. This includes valid and invalid responses. If a question is offered more than once to a caller, we consider the last input received for that question.
- Hung up: Number of customers who hung up after listening to the question prompt.
- Skipped: Number of customers who failed to respond to a survey question (valid or invalid) through the time out duration or the system failed to capture the input.
- N/A: Number of customers who hung up before being prompted with the question. Caller didn't complete interaction with the question.
- Invalid: Number of invalid responses to the question.
- Score: The average score for a given question.
Yet in the associated Image, it shows
22 Offered
22 Opted In
21 Started
12 completed.
Q1 - 21 Answered, 1 Hung Up, 9 Skipped
How can 31 provide a response if only 22 were offered surveys?
We have similar bogus stats, such as
1253 Offered
425 Started
Q1 - 87 Answered, 42 Hung Up, 46 Skipped (175 in total. This should equal the STARTED value of 425??)
Anyhoo, do these figures actually balance for anyone?
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Ben Fischer
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