About web surveys
Web surveys allow you to invite a customer to provide feedback about a previous interaction with your call center. After an interaction, PureCloud sends the customer an invitation email containing a link to the survey. Complete three main procedures to send web surveys: Create the survey form, set up the survey invite flow in Architect, and create a policy to send the survey to customers.
Create a survey form to send to customers after interactions. Add your text into six different question types. Create different forms for different types of interactions.
Survey flows in Architect
Create a flow for surveys. Set up the invitation email, including the sender, receiver, and email body. View examples and download survey flow templates.
Create and enable a policy to determine when PureCloud sends surveys to customers. Choose which form and flow to use for matching interactions. Allow external contacts to opt out of surveys.
View the survey status and completed survey’s responses in the Quality Summary tab on the survey performance views.