Enabling end users to provide feedback on chat sessions
Out-of-the-box feedback survey options
The feedback survey is a rating-based survey where end users provide ratings for a live chat session based on their satisfaction level.
The following items are displayed to an end user to collect their ratings:
Item | Value |
|---|---|
Rating question | Please rate our live chat service. |
Rating options |
|
Rating feedback | NA |
Question for rating feedback | Please provide your feedback. |
Scores associated with rating options
The following table lists the scores that are associated with each rating option:
Rating option | Score |
|---|---|
| 1 |
| 2 |
| 3 |
| 4 |
| 5 |
By default, the threshold for mandatory feedback is set to 3. If the end user selects the survey rating 3 or less, the rating feedback question is presented to the user and is mandatory.
To enable end-user feedback for a live chat session
- Log in to Mid Tier.
- Select Applications > Live Chat > Administration Console.
- In Self Service Configuration, click System Configuration.
- In the Configuration text box, enter true for the following settings:
- <surveyEnabled>false</surveyEnabled>—Enter true to enable the survey.
- <surveyFeedbackEnabled>false</surveyFeedbackEnabled>—Enter true to collect the feedback.
- (Optional) To change the default threshold value for mandatory text feedback when the end user rating is 3, update the value for the <surveyFeedbackRequiredThreshold>3</surveyFeedbackRequiredThreshold> setting.
- Save your changes.
To view the feedback survey results
- Log in to Mid Tier.
- Open the ES_Chat:AgentSurvey form.
- Search for the required session.
The feedback for that session is displayed as shown in the following image:
Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*