Survey Results in Archive

If your company wants to see SMS Survey or Chat Survey results in the Archive, this can be turned on by Puzzel support. If an SMS Survey or a Chat Survey is offered to the customer, the question, the score and the comment will be shown in a tab called Survey.

The question will be shown, and if an answer is received, the answer (Score and/or Comment) will be shown. For SMS Survey, the customer usually sends an answers with a score (and/or comment) and then, if a follow-up question is sent, a comment is received (and/or possibly a new score). For Chat Survey, the customer can only answer once, with score and/or comment.

Relevant search fields under Advanced search are:

• Survey score: You can enter a number (e.g. 10) or a range (e.g. 0-2)
• Survey comment: Enter a text and use * as wildcard, e.g. *bad*

To list all callers/chatters for a day where any Survey comment is received, search for All calls/Chats with Survey Comment = *.