Working With Survey Runs

Once you have defined a survey, you need to define a Survey Run before that survey can be used. (For more information about defining surveys, see Defining and Maintaining Surveys). The Survey Run defines the dates during which the Survey can be used. For example, if your company was running a promotion during the month of June, you could set up a Survey Run with dates beginning June 1 and ending June 30.

To create a new survey run:

In Administration, select Company Setup > Surveys > Survey Runs.
Click the New Survey Run button on the banner.
You will be prompted to enter an ID for the survey run. Enter a new, unique ID of up to 40 characters and click OK. The new survey run ID displays in the function bar and in the definitions list.
Click Save.
Select the new survey run in the function bar to display the survey run definition.

Survey Run Fields

Field	Description
Survey Run ID	This is the name that you gave the survey run when you created it. It cannot be changed.
Survey ID	Select the Survey ID of the survey that will be given during this survey run.
Description	Enter a brief description of this survey run's purpose. This is for reference only.
For Company ID	This setting determines how you want to list items at folder levels in the hierarchy. Decide if you want it to show just the code, just the description, or the code followed by the description.
Survey Rank Company ID / Category ID	This functionality is no longer supported and is due to be removed or replaced in a future version. For customer satisfaction surveys where you are using weighted answers, enter the category where the results of the accumulated ratings should be saved.
Save Type	Choose how the survey results will be saved: Results: Saves the survey results as part of the case. Results and Address: Saves the survey results as part of the case and copies the answers to appropriate Address (A-codes) and Extended Address (P-codes) fields, for questions that have these fields defined. The data does not appear on the case until both the survey and case are saved. Results With Code Entry:Saves the survey results as part of the case and copies the answers to appropriate Address (A-codes), Extended Address (P-codes), Case (B-codes), and Issue (C-codes) for questions that have those fields defined.
Effective Date / Obsolete Date	These values define the date range during which the survey run is effective. The survey cannot be given (at least not from this survey run) outside of these dates.
Mailing Date	If a hardcopy of this survey has been mailed to customers, you can enter that date here for reference.

Survey Publish History

Survey Publish History tab displays the basic information of a published survey.

Field	Description
Published Date	Displays the date the survey was published.
Language	Displays the language of the survey.
Published URI	Displays the URI of the published survey.
Published By	Displays the user who published the survey.

Copy Survey Run

To copy a survey run:

In Administration, select Company Setup > Surveys > Survey Runs.
Click the Copy Survey Run button on the banner. A dialog displays.
In the To field, enter the name of the new survey run.
Click Copy. The code is copied and the new code displays.

Export Survey

To export a survey run:

Exported category code answers are limited to 100 codes and only single level codes are supported.

In Administration, select Company Setup > Surveys > Survey Runs.
Click the Export Survey button on the banner. A dialog will display.
Type the File Name for the export file including the full path as accessed from the Emplifi Agent server.
Select the Results Language for the export.
Select the Mark Survey as Published check box to update the survey's published by user code and published date which locks the survey definition from being edited.
Click Save. An XML file is created containing the survey definition. If the survey contains any category code answers, then the possible code values are included in the definition.

Publish Survey

To send the survey to hosted surveys:

In Administration, select Company Setup > Surveys > Survey Runs.
Click the Publish Survey button on the banner. A dialog will display.
In the Send Survey Results By field, "Email" will display.
From the Results Language list, select the language for the published survey.
In the User Name and Password fields, enter the appropriate information for the hosted survey server.
From the Import Form list, select the appropriate Import Form for results to be pulled into the case. For more information, see Defining Import Forms.
Click Publish.

Suggested Survey Runs

Many companies find it useful to activate surveys off of a suggestion code, either in addition to or instead of surveys that are initiated solely at the agent's discretion on the case window.

Suggested surveys are defined just like other suggestions. For information about suggestions, see Defining Suggestions.