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.

Requirements for managing Zoom Contact Center engagement  surveys

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

How to access engagement surveys

1. Sign in to the Zoom web portal as an admin with the privilege to edit survey management settings.
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 as an admin with the privilege to edit survey management settings.
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: Change the default message that the consumer will see after completing the survey.
   • 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 and header image.
11. (Optional) Click the preview icon to see a preview.
12. (Optional) Click the down arrow icon next to Save 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 as an admin with the privilege to edit survey management settings.
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 Preview from new tab to view the entire survey in a separate browser tab.
   • Select Edit to update the questions for the existing survey or add new questions.
   • 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 queue so that the survey can be sent to consumers after engagements end.Tip: Before linking a survey, you can preview a survey so you have an idea of how the survey will sound to consumers.

1. Sign in to the Zoom web portal as an admin with the privilege to edit survey management settings.
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 queue has only have one linked engagement survey. However, you can link an engagement survey to multiple queues.
7. Change the Survey settings for specific queue:
   • Voice queue
   • Video queue
   • Messaging queue

How to view survey results

1. Sign in to the Zoom web portal as an admin with the privilege to edit survey management settings.
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 ellipsis icon .

Information in survey results

• Results Overview tab
  • Visits: The total number of times the survey was presented to consumers, regardless of whether it was completed
  • Responses: The number of times consumers interacted with the survey, regardless of whether they completed it.
  • Typical time spent: The average amount of time consumers took to complete the survey.
  • Response rate: The percentage of responses compared to the total number of visits.
  • Completion rate: The percentage of survey launches that were completed by consumers.
• Results by launch 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 queue

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.