First login to Connectel Survey as an Administrator
Then go to Settings > Manage Surveys
Then click edit on a survey that is close to what you want to set up.
Then click on Clone survey so that you get a new survey to start working on.
Give the new survey a good name and go down an press save at the bottom. Now we have a new survey created and we can start to edit it to suit our needs.
Now we will go trough the different settings that you can edit in the survey.
Name: This is the name of the survey
Order in menu: Where in the survey overview this survey will be placed
Standard Factor: What question to should be the standard for this survey
Internal survey: Is this survey for employees/agents?
Survey Type: What kind of survey is this? NXI = CSAT, NPS = Net promotor score these are the most common type.
Media: What media should be used to contact the customers? Set to "SMS med svarslänk" for textmessage, Set to "Uppringning" for robocall (this requires help from Connectel so contact us if you want to make robocalls), Set to "E-port med svarslänk" for Email.
Motion Bull Contact List ID: This is set by Connectel if needed
SMS token: Set if you want to override the general SMS token set in general settings.
SMS Sender: Here you set what sender the customer should see on the sms. Can be "Company Name" or Phonenumber.
Dialer delay: This is set by Connectel if needed
Minimum call duration: Limit to how long calls must be to trigger a survey if set to 30 calls under 30 seconds will not trigger a survey.
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Time before a new survey can be sent to the same number/e-mail: If set to 7 the same number/email can't trigger a new survey for 7 days.
Time window during which a survey can be answered: How long does the customer have to answer the survey.
Maximum number of answered surveys per agent and distribution time for fully automated surveys: Limit to how many surveys can be triggered by calls to a specific agents during the distribution time
Distribution time for an agents maximum limit for fully automated surveys: The time for the above value to use.
Number of working free days during selected distribution time: How many days are you not working during the time above.
Maximum number of sent surveys per month for fully automated surveys:
Limit on how many surveys that should be sent out for all agents combined during a month. If set to 100 the system will stop sending surveys after sending out 100 until the next month starts.
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Reminders activated: Should the system send out reminders to the customers if they don't answer the survey.
Maximum number of reminders: How many reminders should be sent to the customer.
Reminder interval: How often should the system send the reminders.
E-mail addresses for Advisor surveys: Set by Connectel if needed.
Intro text for SMS link: This is the text that will be shown in the sms that the customer gets + a link to the survey.
Intro text for E-mail link: This the text that will be shown in the e-mail that the customer gets + a link to the survey.
Intro text for survey: This is shown above the questions when the customer click the link
Finishing text for survey: This is shown below the questions
Thank you-text for survey: This is shown when the customer has pressed "answer"
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Sender: Email address that should be shown to the customer.
All below are set by Connectel as needed
The only setting you should change is "Fully automated activated" If you would like to disable the automatic send out of this survey.