Summary

A common request in the industry is offering post call surveys. These allow the company to understand more about customers’ interactions with the company’s agents. This feedback helps to drive business decisions. Sharpen allows for the creation of SMS and Email post call CSAT surveys. This guide describes how to set up and configure each type.

Post Call SMS Surveys

CSAT Table Configuration

1. Navigate to Sharpen Admin → Configuration tab → Sharpen Tables

2. Locate the CSAT Table and click edit

   1. Note: If the table does not exist, create a new table named CSAT that is type “other”

3. Ensure the CSAT Table has all the listed fields:

Field Name	API Name	Type
queueID	queueid__api	Text Field
Phone Number	phonenumber__api	Text Field
Welcome Message	welcomemessage__api	Text Field
Range Thanks Message	rangethanksmessage__api	Text Field
Comment Thanks Message	commentthanksmessage__api	Text Field
Range Error Message	rangeerrormessage__api	Text Field
Web Welcome Message	webwelcomemessage__api	Text Field
Web Text Area Message	webtextareamessage__api	Text Field
Web Complete Message	webcompletemessage__api	Text Field
Web Complete Redirect URL	webcompleteredirecturl__api	Text Field
Web Complete Redirect Timeout	webcompleteredirecttimeout__api	Text Field
Web Page Title	webpagetitle__api	Text Field
Email From	emailfrom__api	Text Field
Email Subject	emailsubject__api	Text Field
Email HTML	emailhtml__api	Text Field
Email Text	emailtext__api	Text Field

Below is an example of what it should look like for some of the fields. Refer above for all the fields that should be in this table.

Inbound Route Configuration

Each SharpenQ will need a unique DID assigned for post call surveys (called CSAT in Sharpen) so that the results can be properly reported.  These numbers will be associated with a table row in the CSAT table where the survey questions can be entered for each SharpenQ.  

DID/Inbound Route Sending CSAT Messages

1. To locate an available number, log into Admin > Configuration tab > Inbound Routes.

2. Edit the Number.

   1. Name it CSAT and an abbreviated description of the SharpenQ it’s associated with.

   2. Toggle the Advanced Options.

   3. Set “sagentCSATsms” skill for that inbound route.

   4. Set SMS Routing to Webhook and the webhook URL:

      1. IZ0 (app.sharpencx.com) URL is https://apps.sharpencx.com/csat/sms/index.php

      2. IZ1 (app.iz1.sharpen.cx) URL is https://apps.iz1.sharpen.cx/csat/sms/index.php

   5. Click Save at the bottom.

DID/Inbound Route Pointed to CSAT Configured Queue

1. This will be the Inbound Route that the caller dials to reach the queue, which includes routing types:

   1. SharpenQ

   2. Logic

   3. Auto Attendant

   4. Time Control

   5. VCX

2. Set “sagentCSATsms” skill for that inbound route.

Locating the Queue ID

Next you will need to locate the queueID. The queueID is necessary to identify which queue should be configured for CSAT in the Sharpen Tables configuration covered in the next section.

1. To do that select Insights from the upper left-hand menu.

2. Select New Report

3. Enter a Queue Id Report in the Report Name Field

4. Select the Queue Segment Activity Data Source

5. In the Labels section enter IT Reports

6. Click Create button

   

7. Select a Date Range that correlates to the last time there was activity on the Queue whose Queue Id you’re looking for. In this example, it is set as last month.

8. Click on the Fields tab and then click on the plus sign to add fields. Add two fields

9. Select the Queue Name and Queue ID fields.

10. Click on the Build button

11. Click on the Save button

    

12. Select the grouping tab.

13. Click on the plus sign

14. Select Queue Name

15. Click Build

16. Click Save

    

17. You’ll then see a list of Queues and Queue IDs

    

Sharpen Table Configuration

Sharpen Tables is used to configure the specific messaging and references to the CSAT survey. Without this configuration, CSAT surveys will not work.

1. In the Admin > Configuration tab > Sharpen Tables.

2. Locate the CSAT Table and Edit it.

3. Click the Add Record button at the bottom:

4. Enter in the following information

   1. QueueID found in the Locating the Queue ID section above

   2. Phone Number (1+10 digit number, no dashes) assigned in the Inbound Route Configuration section above

   3. Enter Welcome Message

   4. Enter Range Thanks Message

   5. Enter Comment Thanks Message

   6. Enter Range Error Message

   7. Then press the Create Record button

Sharpen Q Configuration

Sharpen Q configuration is required to establish the trigger for the CSAT request to be sent. This is accomplished via a webhook POST upon a desired Sharpen Q event.

1. Edit the SharpenQ under Admin > Configuration tab > SharpenQ

   1. Enable Messaging on the SharpenQ.

   2. Click Add Webhook button at the bottom (not shown).

   3. Enter in the URL on Clear Call and set to Enabled.

      1. IZ0 (http://app.sharpencx.com ) URL is https://apps.sharpencx.com/csat/start.php

      2. IZ1 (http://app.iz1.sharpen.cx ) URL is https://apps.iz1.sharpen.cx/csat/start.php

   4. Save the Webhook.

   5. Save the SharpenQ. 

      

Testing

Test Survey by making a test call into the appropriate Logic Flow for the SharpenQ.

Here is an example survey:

Post Call Email Surveys

Prerequisites

1. A URL referencing for a brand image (e.g. https://mycompanyname.com/logo.png) that will be displayed in the email. The recommended image size is 656 x 125 pixels (DPI 72 pixels/inch).

2. Identify an email address where CSAT emails should be sent from.

   1. Once provided, a request to SharpenCare to have the email address validated with AWS should be opened via support.sharpencx.com (look for the “Sharpen Q Email Verification” request type).

   2. The verification link (once sent by SharpenCare) will expire in 24 hours. This allows Sharpen to use the email address for outbound communication.

3. The sagentCSATemail skill must be added. In Sharpen, go to Admin > Configuration > Q Skills, and add the "sagentCSATemail" skill. NOTE: The skill weight is not important, it can be assigned a weight of 1.

Interaction Flow Configuration

Inbound interactions need to be marked with the sagentCSATemail skill to appropriately identify them as interactions requiring CSAT surveys to be sent. There are various methods of attaching a skill to an interaction, and some only apply to certain comm types. This section of the guide describes options for setting a skill by comm type.

Setting a Skill on Email Interactions

An action bot is needed to attach the “sagentCSATemail” skill to interactions upon entry to Q. If you are unfamiliar with action bot setup, please review this documentation.

Assuming you have review the document above and have an action bot ready, you just need to make sure the action bot is configured to set a skill. Make sure your action looks something like this.

Setting a Skill on Chat Interactions

Chat interactions are delivered to Sharpen Q through a Logic configuration. If you are unfamiliar with Logic, please review this documentation. When chat is being configured in Logic, one of the Capture panels needs to be configured to gather a customer’s email address so we know where to send the survey. The following steps show how that can be done.

Configure a Capture panel to capture an email value from customers.

The Valid and Invalid nodes on the Capture panel should be edited by adding the “Email” variable, with “Static” set to false. This ensures that the customer’s response is set as the value for “Email”. This will then be leveraged as the destination email for the CSAT survey.

If all chats should have CSAT enabled regardless of specific menu options and without the ability to opt in or opt out, a condition panel should be configured so that the “sagentCSATemail” skill is set any time a customer provides their email address.

Set the conditions on the Condition panel to “Email” is not empty AND “Email” is not null.

Edit the pass node by adding the “Queue Skills” variable with “sagentCSATemail” as the value. This sets the sagentCSATemail skill on the interaction.

Setting a Skill on Inbound Route Configuration (Phone Interactions)

Each SharpenQ will need a unique DID assigned for post call surveys (called CSAT in Sharpen) so that the results can be properly reported.  These numbers will be associated with a table row in the CSAT table where the survey questions can be entered for each SharpenQ.

1. To locate an available number, log into Admin > Configuration tab > Inbound Routes.

2. Edit the Number.

3. Name it CSAT and an abbreviated description of the SharpenQ it’s associated with.

4. Toggle the Advanced Options.

5. If all calls to this line should have CSAT enabled regardless of specific menu options and without the ability to opt in or opt out, set “sagentCSATemail” skill for the CSAT inbound route and any other inbound route that will be  sending out post call SMS surveys

   

6. Click Save at the bottom.

   

Enabling CSAT on Specific Menu Options

Sometimes CSAT only needs to be enabled for certain auto attendant or IVR menu options, and not for all calls coming in on a given inbound route. In this case, the CSAT skill needs to be added to the nodes for the appropriate options in Logic.

1. Determine which menu option to add the CSAT skill to on the Logic Match panel.

   

2. Edit the node by adding the “Queue Skills” variable with “sagentCSATemail” as the value.

3. Click the blue Save button on the node settings.

   

Presenting the Opt-in or Opt-out Option

In some cases it is required that callers are offered the option to opt in or out of a receiving a CSAT survey. If this is the case a Match panel will need to be created in Logic to present these options. 

1. For chat interactions, the prompt should indicate that callers should respond with a certain keyword to opt in, and an alternative keyword to opt out. 

   1. For example: “If you would like to receive an email survey after chatting with our representative, please respond with ‘Yes’. If you would like to opt out of receiving the survey, please respond with ‘No’.

   2. Following the steps for enabling CSAT on specific menu options, the “sagentCSATemail” skill should be added to the opt-in node on the Match panel. The skill should not be added to the opt-out node, the No Match node, or the Timeout node.

2. For voice interactions, the sound file should indicate that callers should press a certain option to opt in and a different option to opt out. 

   1. For example: “If you would like to receive an email survey after speaking with our representative, please press 1. If you would like to opt out of receiving the survey, please press 2.”

   2. Following the steps for enabling CSAT on specific menu options, the “sagentCSATemail” skill should be added to the opt-in node on the Match panel. The skill should not be added to the opt-out node, the No Match node, or the Timeout node.

Locating the Queue ID

Next you will need to locate the queueID. The queueID is necessary to identify which queue should be configured for CSAT in the Sharpen Tables configuration covered in the next section.

1. Next you will need to locate the queueID.

   1. To do that select Insights from the upper left-hand menu. 

   2. Select New Report

   3. Enter a Queue Id Report in the Report Name Field

   4. Select the Queue Segment Activity Data Source

   5. In the Labels section enter IT Reports

   6. Click Create button

      

2. Select a Date Range that correlates to the last time there was activity on the Queue whose Queue Id you’re looking for. In this example, it is set as last month.

3. Click on the Fields tab and then click on the plus sign to add fields. Add two fields

4. Select the Queue Name and Queue ID fields. 

5. Click on the Build button

6. Click on the Save button.

   

7. Select the grouping tab.

8. Click on the plus sign

9. Select Queue Name

10. Click Build

11. Click Save

    

12. You’ll then see a list of Queues and Queue IDs

    

Create the HTML dotCX

An HTML dotCX project is required to provide the CSAT survey rendering for email CSAT. It provides the opportunity to customize how your users are asked for feedback, including branding and messaging.

1. Create a new dotCX project

   • Go to the Developer section of Sharpen

   • Select the [dotCX] tab

   • Click the blue plus sign next to the project dropdown list near the top left of the page

     • Name the project “Email CSAT”

   • Paste the code from the following document into the dotCX project

     

Details

html Sharpen

%webWelcomeMessage 1 - Poor 2 - Fair 3 - Good 4 - Great 5 - Excellent INSERT COMPANY NAME HERE INSERT FULL COMPANY ADDRESS HERE INSERT MAIN COMPANY PHONE NUMBER HERE  |  INSERT HYPERLINK DISPLAY TEXT HERE © INSERT COPYRIGHT LINE HERE. All Rights Reserved.

SHARPEN IZ1 Sharpen

%webWelcomeMessage 1 - Poor 2 - Fair 3 - Good 4 - Great 5 - Excellent INSERT COMPANY NAME HERE INSERT FULL COMPANY ADDRESS HERE INSERT MAIN COMPANY PHONE NUMBER HERE  |  INSERT HYPERLINK DISPLAY TEXT HERE © INSERT COPYRIGHT LINE HERE. All Rights Reserved.

]]>

Make the following changes to the code

1. On line 49, insert the image URL received from the client where it says INSERT IMAGE URL HERE - leave the quotation marks

2. On line 119 add the company name where it says INSERT COMPANY NAME HERE

3. On line 120 add the full company address where it says INSERT FULL COMPANY ADDRESS HERE

4. On line 121 add the main company phone number where it says INSERT MAIN COMPANY PHONE NUMBER HERE

5. On line 121 add the company website URL where it says INSERT COMPANY WEBSITE URL HERE

6. On line 121 add the text you would like to display for the website link where it says HYPERLINK DISPLAY TEXT HERE

7. On line 138 add the current year and company where it says INSERT YEAR AND COMPANY NAME HERE

8. If you are deploying in IZ1, you need to update all references to https://appqa.sharpencx.com with https://apps.iz1.sharpen.cx

9. Save and deploy the dotCX project

   1. Below is an image of how the information added to the dotCX project will be displayed in the CSAT email:

      

Sharpen Table Configuration

Sharpen Tables is used to configure the specific messaging and references to the CSAT survey. Without this configuration, CSAT surveys will not work.

1. In the Admin > Configuration tab > Sharpen Tables.

2. Locate the CSAT Table and Edit it.

3. Click the Add Record button at the bottom:

4. If the table does not exist, create a new table named CSAT (type should be “other) with the following fields (all text fields)

   • queueID

   • Phone Number

   • Welcome Message

   • Range Thanks Message

   • Comment Thanks Message

   • Range Error Message

   • Web Welcome Message 

   • Web Text Area Message

   • Web Complete Message 

   • Web Complete Redirect URL

   • Web Complete Redirect Timeout

   • Web Page Title

   • Email From

   • Email Subject

   • Email HTML ( do not use Email HTML URL)

   • Email Text

   • Complete Webhook Endpoint

5. Add data to the following fields

   • queueID

     • Use the queue ID acquired from the instructions above

   • Web Welcome Message

     • Example: Thank you for contacting Sharpen! On a scale of 1-5, how pleased were you with the service provided today?

   • Web Text Area Message

     • Example Thank you! Do you have any additional feedback to provide?

   • Web Complete Redirect URL

     • This is the URL that customers will automatically be redirected to after completing comments section of the survey

   • Web Complete Redirect Timeout

     • The amount of time, in seconds, that will pass before a customer is redirected to the Redirect URL

   • Web Page Title

     • Title of the CSAT webpage as it will appear in the browser 

   • Email From

     • The AWS-verified email address provided by the client

   • Email Subject

     • Subject of the CSAT email

   • Email HTML

     • Copy the URL from the Email CSAT dotCX project (see image below)

       
       

Sharpen Q Configuration

Sharpen Q configuration is required to establish the trigger for the CSAT request to be sent. This is accomplished via a webhook POST upon a desired Sharpen Q event.

1. Edit the SharpenQ under Admin > Configuration tab > SharpenQ

   1. Enable Messaging on the SharpenQ.

   2. Click Add New Webhook button at the bottom (not shown).

   3. Enter in the URL on Clear Call and set to Enabled.

      1. IZ0 (http://app.sharpencx.com ) URL is https://apps.sharpencx.com/csat/start.php

      2. IZ1 (http://app.iz1.sharpen.cx ) URL is https://apps.iz1.sharpen.cx/csat/start.php

   4. Save the Webhook.

   5. Save the SharpenQ. 

      

Testing

Test Survey by sending a chat or making a test call to the appropriate Sharpen Q and handling the interaction as an agent. The defined webhook Q action will trigger the CSAT and you should receive an email CSAT to the email address captured in the configured inbound flow.