Note: Completion Percentage Calculation -

The calculation of the completion percentage is only accurate when the Dashboard filter includes only survey interactions that have ended. The calculation is:

number of completed surveys/number of ended surveys x 100.

An "ended survey" has either completed or abandoned. A "completed survey" has reached a completed status.

For example - the Dashboard was filtered by the "Last 3 Days".If 10 callers were transferred to a voice survey and eight completed and two abandoned, the survey completion % would be 80%. This would be accurate because the 10 calls were started and completed within the last three days (a voice survey, once started, can only be completed or abandoned within a few minutes).

However...If 10 email surveys were sent to customers and three completed, three started and one abandoned, the survey completion % would be 75%.

3 "completed" / 4 "ended" x 100 = 75%

This would not be accurate yet because the final status of the remaining 6 surveys is not yet known.

If the timeout for the email survey is set to three days, then you would need to filter the Dashboard by a period that covers the three days from start to finish - in other words if the current date is 15 March, You would need to filter the Dashboard for the period 9 March to 12 March.

Note: If the Surveys Overview chart shows only values in Completed or Abandoned, then the Completion % will be accurate.

Note:

• The x-axis represents the questions that customers were viewing or hearing when they abandoned the survey. In the example below, the customer abandoned while viewing Question 2.
• If a survey is abandoned before the customer responds to the first question, that survey will not be included in the chart.