Surveys and Outreach

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Topic

    Marissa Gonzales
    Transactional Survey - One Survey Per IncidentAnswered
    Topic posted June 7, 2019 by Marissa GonzalesBlue Ribbon: 750+ Points 
    51 Views, 5 Comments
    Title:
    Transactional Survey - One Survey Per Incident
    Summary:
    Limit Transactional Survey
    Content:

    We are implementing surveys.  One customer can generate up to 10 incidents a week. For each incident we want to send a survey link so that we can rate the Agent who assisted during that transaction.

    Question.  How do we set the survey to only be taken ONE time per incidnet (or per Transaction)?

    When I set Expiration Max Response option to limit ONE.. then only One person could take the survey and all other links were already expired.  Of course this was a test survey.. so if someone could confirm for me that would be great.

     

    Best Comment

    Justin

    Transactional surveys can only be taken once per incident/invitation/url, it generates an ID that is unique so that if the person stops halfway through they can come back and finish it, but only can submit it once. It also wont generate a new invitation for an incident that has already recieved that survey even if it hits your rule more than once. 

     The expiration max response is to limit how many total surveys can be responded to for the life of the survey, that is to say if you only wanted to get a million responses to that survey befire retiring it and either creating a new survey or just ending you analytics project there (if it was a one off and you had a defined sample size you were shooting for, for example). 

    Comment

     

    • Justin

      Transactional surveys can only be taken once per incident/invitation/url, it generates an ID that is unique so that if the person stops halfway through they can come back and finish it, but only can submit it once. It also wont generate a new invitation for an incident that has already recieved that survey even if it hits your rule more than once. 

       The expiration max response is to limit how many total surveys can be responded to for the life of the survey, that is to say if you only wanted to get a million responses to that survey befire retiring it and either creating a new survey or just ending you analytics project there (if it was a one off and you had a defined sample size you were shooting for, for example). 

    • Sean Austin

      FYI, the 'Expiration Max Response' is for the overall survey, not per individual incident/interaction.  

      When you trigger a transactional survey, it can only be taken by the recipient one time.

      Sean

    • Sean Austin

      Wow, you guys are fast!  You had an entire conversation before I hit the "Post comment" button!