Introduction:


The Agent Survey allows you to query agents for information about a completed chat.
Responses from the survey are displayed in the Agent Console under the Info tab.


Instructions:


To create a new Agent Survey:
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab.
  2. In the Select a Survey Type field select the Chat Operator option
  3. The Chat Operator survey page is displayed. A default survey is provided.
  4. Click New ‘Chat Operator’ Survey to add a new survey.
  5. Enter a name and a survey heading. The following questions are pre-defined:
    • Order Value: Allows the agent to enter an order value for the chat.
    • Lead Value: This question allows the agent to enter an estimated lead value for the chat.
    • Qualified Chat: Yes/No question allowing the agent to specify whether the chat was qualified or not.
    • Email: Allows the agent to enter the visitor’s email address.
  6. To add your own question, click New Question.
  7. In the Question filed, enter the text of your question
  8. In the Answer Type field select the type of the answer. The answer types can be: Drop-down, Check-box, Radio Button, Radio Button (side by side), Text Field, or Text Area.
    If you selected Drop-down type, Check-box type or Radio Button, enter the answer (form which the visitors will have to select their responses) into the Answers List field, which is located under the Answers section.  
  9. Check the Pre-populate answer with visitor’s last entry check box if you want this question to contain the visitors answer from the previous session field
  10. Click Updates Done
    The Survey page is displayed, showing all the questions within the survey.
  11. To change the order in which the questions are displayed in the survey, use the up/down arrows in the Order column.
  12. To hide/display a question, click the button in the Visible column. If the button is green the question will be visible to the visitor. If it is read, the question will not be visible to the visitor.
  13. To define a question as required/not required click the button in the Required column. If the button is green the question is required. If it is read, the question is not required.
  14. Add more questions if needed.
  15. Click Submit All Changes to save the survey
    A page displaying all the available surveys is displayed
  16. Click Set as Default near the survey that you want to be displayed to the visitors. The survey that has a V in the Default column is the survey that is displayed to the visitors.

    emptyStringNOTE:
    The instructions below describe how to create a standard Agent survey that displays all the defined questions at once.
    However, the LivePerson platform also allows you to create surveys that display the questions based on the answer to the previews question. To learn how to configure such surveys click 
    here.

To modify an existing Agent Survey:
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab.
  2. In the Select a Survey Type field select the Chat Operator option
    The Agent survey page is displayed, showing a list of any surveys already defined.
  3. Click the name of a requested survey and modify it according to your needs (add new questions, delete questions, modify questions) 
  4. Click Submit All Changes

To delete an existing Agent Surveys

  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab.
  2. In the Select a Survey Type field select the Chat Operator option
  3. To delete a survey, enter the Admin Console and go to Visitor Experience > Chat > Surveys. Ensure Chat Operator is selected in the drop-down menu.
  4. The Agent survey page is displayed, showing a list of any surveys already defined.
  5. Click the trash can icon near the survey that you want to delete
    emptyStringNOTE: You cannot delete the default survey. 
 

To view the visitors responses to the Agent Surveys:
  • From the Agent Console
    If the visitor responded to an Agent survey, the response will be displayed under the Info tab.
    Note: The responses will be displayed as long as the visitor appears in the agent console.

  • From the Admin Console:
    To learn how to view visitors responses to the Agent Surveys click here.