Survey restrictions
Capturing customer feedback is significant, but it is also important not to send too many surveys to the same customer too often. In the Survey Restrictions tab (Customer Settings page), you can create rules to limit the frequency at which Mindful will send specific surveys to specific customers. You can do much more than that on this page, as well. You can restrict how many surveys are conducted for each agent, queue, call type, and other survey attributes.
This article details the process of managing survey restriction rules on the Survey Restrictions page.
Adding New Rules
Quick access: Settings > Customer Settings > Survey Restrictions tab
- To add a new rule, click Add Rule on the Survey Restrictions tab.
- In the Add Rule modal window, provide the required information for each of the prompts, as seen below. See the Understanding rule configuration section below to learn more about each of the required fields.
- Click Add Rule in the modal window to save the new rule.
To edit an existing rule, click the Edit icon (pencil) in the appropriate row. Update the fields as needed, then save your changes.
To delete an existing rule, click the Delete icon (trash can) in the appropriate row.
Understanding Rule Configuration
Survey restrictions take the form of one or more restriction statements in the following format:
Restrict [survey type/all survey types] for [survey/all surveys], send no more than [n] surveys in [x][time period], where [attribute] is [value/same]The following table describes each of the required parameters.
| Prompt | Description |
|---|---|
| survey type/all survey types | The restriction based on survey channel (SMS, inbound voice, email, etc.) |
| survey/all surveys | The name of the survey (or all surveys) |
| n | The number of surveys allowed |
| x | The duration of the selected time period in the defined unit |
| time period | Seconds, minutes, hours, days, weeks, months, or years |
| attribute | Any core or custom survey attribute (Agent ID, Call Type, Email, Phone, Survey Type, External Ref, Language, CRM_REF, WrapUpName, etc.) |
| value/same | A specific value (or the same if left blank) |
The above image is that of a survey restriction that prevents the same phone number from receiving any type of survey more than one time every two weeks. Also explained using the prior format:
"Restrict [all survey types] for [General Survey], send no more than [1] surveys in [2][weeks], where [phone number] is [same]"Multiple survey restrictions can be created and these are evaluated from top to bottom. If any of the survey restrictions apply for the given survey the survey is restricted.
Example
As an example of survey restrictions in use, consider that you wish to send approximately 15 surveys for each agent per day. If the agent handles 10 calls per hour, then a rule such as...
"Restrict [All survey types] for [All Surveys], send no more than [15] surveys in [1][days], where [agent_id] is [same]"...would mean that 10 surveys are sent in the first hour, five in the next hour, then no further surveys for the duration of the day.In order to better distribute the surveys across the day, a rule such as...
"Restrict [All survey types] for [All Surveys], send no more than [1] surveys in [30][minutes], where [agent_id] is [same]"...would mean that one survey is sent every 30 minutes of the day. Assuming an eight-hour day, that would create an even distribution of 16 surveys across the entire day.
