To use the IVR channel an IVR provider needs to be involved. If you don't have one yet please contact your Account Manager at SandSIV.
In most cases Questions in an IVR Survey are answered by pressing a key on the phone. As a result of pressing the key a tone is generated which is called a DTMF tone. VoC Feedback reads the DTMF tone and converts it to a value, e.g. the DTMF tone generated by a customer when button 9 is pressed on their phone is converted to a response with value "9".
Responses with answer length > 1 (for example, 57, 123, 612301) are supported using a hard-coded timeout to wait for the user input. The current default value of the timeout is 1 second. This means that there's a waiting time which equals to 1 second after the customer pressed a button to generate previous DTMF tone and before they press the next one to generate next DTMF tone. If no answer is provided during the waiting time, the DTMF response is considered to be finished.
The only exception is the open Question type where the spoken answer from the microphone of the recipient is recorded.
Audio file specifications
|Format||16-bit, 8 kHz, mono, PCM|
Please make sure your audio files adhere to these specs.
|Scalable||A customer needs to answer with a number of the given scale. The Answer must be in the defined range. Answers outside the range are ignored and Error text message is played back. Each answer is automatically divided with a fixed step of 1 in questions statistics view.|
|Configurable||A customer needs to answer with a number from a given set of values which are not necessarily sequential, e.g. 1, 2, 3, 9, 15, 1245. Answer text field is indicative and is neither shown in exports nor it is read out loud during the IVR call.|
|Open||A "please respond after a beep" - type of message where a customer can respond with his own speech which will be recorded to VoC Feedback and then can be played back for analysis and data capture.|
|Number Input||A customer needs to Answer with a number of the given scale. The Answer must be in the defined range and it is possible to define an additional check for answer length. Answers outside the range are ignored and Error text message is played back.|
|Finish Survey||This is the Question which might contain a farewell message when the survey is completed.|
|Terminator||This is an alternative way to finish the Question with a farewell message when the Survey is completed but with terminated state|
The Scalable Question type can be used to ask for a number on a scale e.g. for CSAT, NPS or CES Questions.
|Lowest value||Lowest value of the scale, e.g. 1|
|Highest value||Highest value of the scale, e.g.
Responses from the scale range for this Question are automatically split with the fixed value step of 1 in Questions statistics.
For example, if lowest value is set to 0 and highest value is set to 50 you will see 51 answers in questions statistics view even if you don't have any responses yet.
In this screenshot you can see the Lowest value Questions Statistics for Number Input question with a scale from 0 to 100 and a Scalable Question with the same scale from 0 to 100. As you can see, even though both Questions don't have any answers yet the Scalable Question is already divided by Answers.
A customer is asked to choose between a range of values from a configurable list. For the configurable Question type you can upload a sound file which contains explanations to the keys the recipient needs to press to choose their Answer. In the given example below the recipient would need to press the key "3" on his phone to answer the question with "Good"
Answer name should correspond to the DTMF tone answer of a customer. String answers in Answer name are not supported. Is open option is not currently supported.
Please note that Answer text is indicative and is not shown neither in exports nor it is spoken out loud to a customer.
The Open Question is the only type which can be answered by speaking into the phone. The answer will be recorded to a WAV file. The link to the resulting recording will be available in the resulting Export file.
This Question type asks the recipient to input a single or multi-digit number.
Answer type: Number
If you want to create a NPS Question with values from 1 to 10 you would do it like shown on the following screenshot. Make sure that the Answer type is number and that the Lowest and Highest number are set correct.
The difference from Scalable Question is that in Questions statistics view you won't see the stats pre-divided by values with a step of 1. For more info please see the description of Scalable Question.
Answer type: String
If you want the recipient to enter a different number code or a phone number you would set the Answer type to String. Then you can set the Lowest and Highest value to the minimum and maximum amount of digits for the input. In the example below the recipient needs to enter a number which is at least 4 digits and maximum 6 digits long.
This is typically the last Question of a Survey. Please note that the IVR channel does not provide a WEB channel-like "thank you page"-style language setting where you can upload such message. Therefore, you will need to set up an End survey type Question. This Question type will end the Survey and no answer will be recorded.
This Question type is identical to Finish Survey (or End Survey Question flow event) but uses a different status terminated instead of completed.