Managing bot flow surveys
Zoom Virtual Agent admins have the ability to establish a post-bot survey experience at the flow level using a new survey widget designed for web chat bot flow channels. By linking an engagement survey to a specific flow, admins can capture and store the survey responses provided by consumers. This enables a deeper understanding of the end-users' experience with the bot.
This article covers:
Prerequisites for setting up bot surveys
How to access engagement surveys
- Sign in to the Zoom web portal.
- In the navigation menu, click Account Management then Survey Management.
- Click the Consumer engagement survey tab to view and manage all of the engagement surveys for your account.
How to enable edit permission for survey and poll management page
- Sign in to the Zoom web portal.
- In the navigation menu, click User Management then Roles.
- Click the ZVA role.
- Under the Survey and Poll Management section, click the Edit checkbox next to Consumer engagement surveys.
How to create an engagement survey
- Sign in to the Zoom web portal.
- In the navigation menu, click Account Management, then click Survey Management.
- Click the Consumer engagement survey tab.
- Click + Create.
- Select Consumer engagement survey, then click Create.
- Click the title Untitled Consumer Engagement Survey... to give the survey a name.
- Review the question types and configuration options, then select the question type for the first question.
- (Optional) Click + Add Question to add another question to the survey.
- (Optional) Click gear icon at the top right to configure the following option:
- Feedback after submission
- (Optional) Click the color palette icon to customize the survey's colors.
- (Optional) Click the preview icon
to see a preview. - (Optional) At the top right, click the ellipses icon
to Save as draft. - (Optional) Click Save to allow the survey to be sent after meetings.
How to set up bot surveys
- Access the bot flow editor.
Note: If the bot flow is published, go back to the virtual agent window and unpublish the bot. - In the left-side widget panel, click, drag, then drop the Survey widget to the preferred location in the bot flow canvas.
Note: Survey widget is only available on the main (default) flow canvas. - In the right-side settings panel, click Add Survey.
- In the Add Engagement Survey window, select a survey from the list or create a new consumer engagement survey.
- After choosing an existing survey, click Save to customize the survey widget settings.
- If you opt to create a new survey, you will be redirected to the Survey & Poll Management page, where you can initiate the creation of a new survey.
- Click Publish.
Survey widget settings
- Next to the survey name, click Edit to rename the survey.
- Survey Delivery: Set the link expiration for the survey. The survey link is sent at the end of the engagement.
- Survey Prompt: Enter a message or prompt when asking a user to take a survey.
- Survey Link Text: Enter text or a label associated with the survey link.
How to view survey results
- Sign in to the Zoom web portal.
- In the navigation menu, click Account Management, then click Survey Management.
- Click the Consumer engagement survey tab.
- Locate the survey you want to view results for.
- 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.
- 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 Queue tab: Displays survey results filtered by specific queues. In the left-side panel, select a queue to view survey results for that queue.
- Results by Respondent tab: Displays each consumer’s response so you can view their response to each question.