Managing Zoom Contact Center engagement surveys

Zoom Contact Center engagement surveys enable brands to easily create and deploy surveys for collecting, analyzing, and acting on consumer feedback to deliver exceptional experiences that drive business outcomes. Zoom Contact Center administrators can create surveys with diverse question formats, including multiple-choice and long-form descriptions. Surveys can be linked to voice or video queues, while admins can define role permissions for accessing survey results on the contact center analytics dashboard.

From the consumer's viewpoint, the feature introduces surveys for voice or video engagements. After the agent ends the call or a specified time, based on the queue settings, consumers will hear or see survey questions. For voice engagements, they can respond to single-choice questions using DTMF or speech, provide ratings via DTMF or speech, and give detailed descriptions using speech.

This article covers:

• How to access engagement surveys
• How to create an engagement survey
• How to edit an engagement survey
• How to link an engagement survey to a Zoom Contact Center queue
• How to view survey results
  • Information in survey results
• How survey questions are presented in a voice queue

Prerequisites for managing Zoom Contact Center engagement  surveys

• Account owner or admin privileges
• Zoom Contact Center license
• Voice or video queue created

How to access engagement surveys

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then click Survey Management.
3. Click the Consumer engagement survey tab to view and manage all of the engagement surveys for your account.

How to create an engagement survey

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then click Survey Management.
3. Click the Consumer engagement survey tab.
4. Click + Create.
5. Select Consumer engagement survey, then click Create.
6. Click the title Untitled Consumer Engagement Survey to give the survey a name.
7. Review the question types and configuration options, then select the question type for the first question.
8. (Optional) Click + Add Question to add another question to the survey.
9. (Optional) Click gear icon at the top right to configure the following option:
   • Feedback after submission
   • Languages: Click Manage languages and select one or multiple languages for engagement surveys. 
10. (Optional) Click the color palette icon to customize the survey's colors. 
11. (Optional) Click the preview icon to see a preview.
12. (Optional) Click the ellipses icon at the top right to Save as draft.
13. (Optional) Click Save to allow the survey to be sent after meetings. 

How to edit an engagement survey

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then click Survey Management.
3. Click the Consumer engagement survey tab.
4. Click the ellipses icon next to a survey to edit, preview, duplicate, or delete it.
   • Select Edit to update the questions for the existing survey or add new questions.
   • Select Preview to view the entire survey in a separate browser tab.
   • Select Duplicate to create a copy of the survey.
   • Select Delete to permanently delete the survey. You will be prompted to confirm the deletion. Click Delete to confirm.

How to link an engagement survey to a Zoom Contact Center queue

You must link an engagement survey to an existing Zoom Contact Center voice queue so that the survey can be sent to consumers after engagements end.Tip: Before linking a survey, you can preview a voice survey so you have an idea of how the survey will sound to consumers.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to link a survey to.
4. Click the Survey tab.
5. Click Add.
6. Select the survey that you want to link to the queue and click Save.
   Note: Each voice queue have only have one linked engagement survey. However, you can link an engagement survey to multiple queues.
7. Change the following settings:
   • Engagement Survey section
     • Language: Select the language and the voice actor to use for the voice survey when the survey is presented to consumers.
       Note: This setting doesn’t affect the language and voice when you preview the survey and click Play to read the survey out loud.
     • Indicate to agents and supervisors about the survey: Enable this option to display a notification message above the voice call controls that notifies the assigned agent or supervisor that a survey will be sent to the consumer after the engagement ends. If you enabled the option to send the survey after a certain period of time, this notification will also display the specified period of time.
   • Survey Delivery section
     • Start survey at the end of an engagement: The survey begins at the end of an engagement.
     • Send survey after a certain period of time: Consumers receive a phone call with the survey, at the specified period of time after the engagement ends.
   • Survey Prompt section
     • Message to play when consumers start to take the survey: Customize the message that automatically plays to consumers after they start the survey questions. Click the play icon to play the current audio file. To change the audio, click Edit then select one of these options:
       • Edit Message: Customize the message that is converted to speech, then click Save.
       • Add Audio: Select, record, or upload custom audio.
       • Choose from Assets Library: Select audio from the asset library.
     • Message to play when consumers complete all the survey questions: Customize the message that automatically plays to consumers after they complete the survey. Click the play icon to play the current audio file. To change the audio, click Edit then select one of these options:
       • Edit Message: Customize the message that is converted to speech, then click Save.
       • Add Audio: Select, record, or upload custom audio.
       • Choose from Assets Library: Select audio from the asset library.

How to view survey results

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then click Survey Management.
3. Click the Consumer engagement survey tab.
4. Locate the survey you want to view results for.
5. Click the Results icon next to a survey.

Information in survey results

• Results Overview tab
  • Responses: The number of times the survey was presented to consumers, regardless of whether the survey was completed.
  • Typical Time Spent: The average amount of time consumers took to complete the survey.
  • Completion Rate: The percentage of survey launches that were completed by consumers.
• Queue Results tab: Displays survey results filtered by specific queues. In the left-side panel, select a queue to view survey results for that queue.
  • For long answer results, click Payback to play all responses. You can also click the play icon to play each consumer’s response.
• Results by Respondent tab: Displays each consumer’s response so you can view their response to each question.
  • In the left-side panel, select the consumer’s caller ID number to view survey results for that queue.
    Tip: You can look up the phone number in the Zoom Contact Center address book to view more details on the consumer if they’re in your address.
  • In the left-side panel, click the filter icon to filter responses by queue, date, and survey status.

How survey questions are presented in a voice queue

Voice survey questions are read out loud to consumer using a text-to-speech engine. The following points explain how consumers can response to each question type:

• Single choice questions: Each choice will be read out loud to consumers. Consumers can answer by pressing the associated key on their dial pad, or by saying the choice. Keys are sequentially assigned to each choice beginning with 1 for the first choice.
• Long answer: Consumers can answer by recording their voice. When they are done, consumers can press the pound key (#).
• Rating scale: The low score and high score labels will be converted to speech so consumers know what the rating scale is. Consumers can answer by saying the number or pressing the associated key on their dial pad. To answer with a 10 on the scale, consumers press 1 and 0.