The Surveys feature in CXone Performance Management enables you to create and distribute surveys to agents and other employees with access to Performance Management. You might use surveys to:
- Gather feedback from agents on their coaching sessions or company training programs.
- Poll your agents regarding a proposed contact center change.
- Gather job satisfaction input before holding annual reviews.
Survey Form Page
Field |
Details |
Survey Options (1) |
- The drop-down on the left shows a list of existing survey forms.
- The Edit Form icon on the right, indicated by a blue pencil, opens the Edit Form dialog box. This allows you to change the name and description of the survey.
- The Add Form icon on the right, indicated by a blue circle with a plus sign, creates a new survey form.
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Survey Form Bar (2) |
This bar contains elements to edit and control the survey form overall. The following items explain each element:
- Questions—Displays the subforms and corresponding questions and answers.
- Assignments—Displays which agents and groups this survey is assigned to.
- Details—Controls the time frame when the survey is open, and whether or not the survey is opened or closed.
- Add Subform Icon—Allows you to add additional subforms. Indicated by a blue circle with a plus sign.
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Subform Bar (3) |
Each subform has a bar which enables you to add questions, edit details such as the name or description, and expand or collapse the subform.
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Question Details (4) |
This area contains the following elements:
- Move Question Icon—Click and drag the icon, indicated by an up and down arrow, to move the question up or down in the list. Your cursor will change into a compass as you hover over the arrows.
- Question field—Displays the question.
- Question Weight—Displays each question's weight, which affects the importance of any given question and how it affects the total score.
- Type of answer—Displays the type of answer for any given question to the right of the question weight, such as a text box or multiple-choice radio buttons.
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Edit Icons (5) |
The icons on the right side of each question allow you to perform the following:
- Make Dependent Icon—Makes a question dependent on the preceding question. Indicated by a right angle arrow.
- Edit Question Icon—Opens the Edit Question dialog box to change elements of the question, such as the name or description. Indicated by a blue pencil.
- Expand/Collapse Icon—Shows or hides the answer details drop-down after clicking the icon. Indicated by an angle bracket.
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Answer Details (6)
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Click the Expand/Collapse Answers icon, indicated by an angle bracket, to display answer details for each question. The following items explain elements of the answer details drop-down.
- Move Answer Icon—Click and drag the icon, indicated by an up and down arrow, to move the answer up or down in the list. Your cursor will change into a compass as you hover over the arrows.
- Answer field—Displays the answer option.
- Answer Percent—Displays how often this answer is selected.
- Edit Answer Icon—Opens the Edit Answer dialog box to change elements of each answer, such as the name of position. Indicated by a blue pencil.
- Add Answer Icon—Allows you to add additional answers. Indicated by a blue circle with a plus sign.
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