Post Call Survey (UCCE+CVP), part 2

Good morning,

Let’s continue the conversation about Post Call Survey feature, which was begun in the first part. It is time to discuss the VXML-application, which, in fact, plays all survey questions, as well as saves the responses received from the client. As usual, here are screenshots and, of course, I will give  necessary explanations to them.
In our example, we discuss the case when the results of the survey are stored in the MS SQL database. The client is prompted to enter his/her account number, then this number is searched in the database. If the account number is found, the script writes received evaluations in the corresponding columns. The survey questions will be played using the TTS server (Text-To-Speech). A sample survey script created in Call Studio is as follows:

Let’s examine the operation of this script and give a description of the properties of its elements. First,the script plays the message like “Thank you for participating in the survey.” It is done with the element Audio_01. Here are its properties:

Next, the script asks the customer his/her five-digit account number. This step is processed with the element Digits_01:

If the customer has not entered a five-digit number, then the script plays the message “Re-enter account number” (element Audio_02), and then executes Digits_01 element again. If the client entered 5 digits of the account number, then the script checks if the database has any records with this number. In this example, we created a very simple database, where are 4 columns only: CUSTOMER_ID, Q1 (the result of the answer to question 1), Q2 and Q3 (answers to questions 2 and 3, respectively). Here is how it looks like (this screenshot contains already visible evaluation, done by the client with Customer_ID of 12345):

Checking if the account number is in the MS SQL database is performed with Database_01 element. Its task is to count the number of rows in the database that contains the entered account number. In our example, we have only one row per each account number. Here is how we configured Database_01 element (search the value of Digits_01 element in the database PHYSICIANS, Table POST_CALL_SURVEY):

After execution of the Database_01 element its variable num_rows_proceeded will be equal to 0, if no rows have been found. And it will be > 0, if at least one record is found. In our example, for account number of 12345, num_rows_proceeded = 1. If the account number is found, the survey continues, if not found – the customer is requested to reenter his/her account number (Audio_02 -> Digits_01). This logic is done with the element Decision_01. Its properties contains a formula which evaluates to the value of the variable num_rows_proceeded. If it is 0, then go to Audio_02 exit, if it is greater than 0, go to Digits_02 exit and continue the survey. The formula is as follows:

If element data from element “Database_01” and varable name “num_rows_proceeded” does not equal (numeric) 0

If this expression is true, then we go to the exit Digits_02 of the Decision_01 element, otherwise, go to the exit Audio_02 and reenter your Customer_ID.