DiscoverSurvey

Runs an Uptivity Survey either with a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. option or after the completion of the call.

This action applies only to those who have the optional Uptivity Survey product. If your business unit doesn't have Uptivity Survey, this action won't be available in Studio.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

A square with a line branching from it that goes to three other squares.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

Chat

Phone

Voicemail

Work Item

SMS

Digital

Input Properties

These properties define data that the action uses when executing.

Property	Description
SurveyDNIS	A unique survey identifier on the Discover platform.
SurveyCallBackDNIS	The number to dial in a callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. scenario to administer the survey. No action occurs if the contact stays on the line.
SurveyCallBackANI	The caller ID transmitted to the contact when an agents administers the callback survey. No action occurs if the contact stays on the line.
SurveyDelay	In a callback scenario, this property is the amount of time (in seconds) that the system waits before performing the callback survey. In a scenario where the contact stays on the line, this property is the number of seconds after the agent disconnects before the survey audio begins.
Callback	True - the system makes a callback to perform the survey.False - the system administers the survey only after the agent disconnects.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.

Tips & Tricks

DiscoverSurvey uses the ANI (automatic number identification) Also known as caller ID. Listed phone number of an incoming voice call. for callback surveys. The ANI is not editable from the DiscoverSurvey properties.
DiscoverSurvey can be populated until the Onrelease event occurs, specifically when the agent is disconnected from the call.
Do not confuse the Discover Suvey DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. with the typical definition of DNIS in telephony. They are different and distinct items.

Phone Script Example Using DiscoverSurvey

In this simple example that includes the DiscoverSurvey action, Begin initiates the script, and DiscoverSurvey is set up to run the survey at the end of the call.

You will notice in the DiscoverSurvey action properties that the callBack property is set to False, which means that a callback is not an option.

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