What span of time is used from which 5% of the incidents have a survey sent?
Oracle Service Cloud
When launching a survey, you can limit the delivery of the survey to be a subset of the overall audience.
- From the Audiences tab, you can enable the Limit Delivery to a Randomly Selected Subset of the Audience checkbox and then set the percentage field to a value from 1 to 99%.
When you select an option less than 100%, a random number generator is used to determine whether the survey will be sent to the recipient.
The random number generator returns a send or no-send signal based on the specified percentage for each email address in the list (for on-demand surveys) or for each trigger email received (for closed-incident surveys).
For example, if a list of 100 email addresses is used for a broadcast survey with a percent to mail of 10%, the random generator determines whether or not a survey will be sent for each address. In effect, there is only a 10% chance that a survey will be sent to any single email address. Of the 100 email addresses used, approximately 10 will actually be sent surveys.
The Percent to Mail feature works the same whether you are working with either transactional or broadcast surveys. As applied to transactional surveys, a random number generator returns a send or no-send signal based on the specified percentage for each survey to be sent.