To measure the quality of service provided by your agents, you can set up a satisfaction survey. This survey considers a rating range from 1 to 10 regarding the level of satisfaction with the assistance received. To configure the survey, the system uses the nps variable, which is already created internally within the bot. Thus, when configuring the flow in the NPS intent, you can select it in the following ways by clicking +add condition:

1.Begin typing the first few letters, which will lead you to the variable (its ID appears in uppercase).

2.Select, in the variable field, the option Agent>NPS, as shown below:

With this information, you can now configure the survey by following the step-by-step instructions below:

Step 1: The survey must be sent manually by the support agents via a button in the chat header while the conversation between the agent and the user is still ongoing. For this reason, we recommend using the "close conversation" intent, which is native to the system, to start this flow. In that intent, we will only keep the "go to intent" action, which should direct to the intent containing the survey.

Step 2: Now you must configure how the survey works. To do this, use the "ask" action and define the scores from 1 to 10. Below the question, you can define specific phrases that will be sent to users depending on the chosen score. We recommend a thank you/farewell phrase when the score is 7 or higher and a phrase requesting suggestions when the score is 6 or lower. These parameters are at your discretion.

The equal to or greater/less than condition will be used to define the sending of the phrases, as you can see in the previous image.

Step 3: After the phrases, define a new question so that users can send their suggestions regarding the assistance received. This information will be saved in a variable. In the example, you can see that the "opinion" variable was used. A good practice is to add a thank you phrase.

Step 4: Now that the survey is configured, that intent must necessarily end with the "go to intent" action, which should lead to an intent with the "close conversation" and "archive" actions.

Done! Now the flow is fully configured.

By adding the button in the chat, the survey can be sent by your agents, and after your users' response, the intent will close the session, archiving the conversation and freeing up the agent. As scores are received, you will be able to see your agents' average in the "NPS" column within the "agent metrics" report.

Remember to visit our Help Center for further information.