Can I use chat rules to initiate pop-up surveys for chat sessions?

Environment:

Chat, Business rules, Website Link Surveys
Oracle B2C Service, All supported versions

Resolution:

The ability to initiate pop-up website link surveys when a chat is completed or canceled is available within chat rules.  Website Link surveys created for this purpose must have "Allow Anonymous" enabled for it to be available as a Pop-up survey.

Note: Selecting Allow Anonymous in your survey does not mean that all responses are anonymous. If a survey invitation is sent to a contact or an Oracle B2C Service cookie is detected on the contact’s computer, or the survey itself contains an email address field, Feedback attempts to use that information to identify the contact.
 

The first step before creating the rules is to ensure your survey has rule visibility.  Rule visibility can be found on the summary tab in the survey editor.  For a survey to be visible when creating chat rules, the chats check box must be selected within the 'at a glance' window.

Note: If a survey does not have chat rule visibility, it will not be available for selection when creating the rule.  If no surveys currently have chat rule visibility, the rule options to present a survey will not be available.

Also note that transactional surveys will not work with this rule action.

Chat rules are accessible from within the Site Configuration  >  Rules. In versions prior to May 10 go to Service Configuration > Settings.  In most cases, the survey rule should be in the initial state.  This will ensure that all chats trigger the rule.

When at least one survey has chat rule visibility, and a new rule has been created, two options will become available when selecting 'add action'.  These options are:

'Pop-up Survey when Chat completes' and 'Pop-up Survey when Chat Request Canceled'

Note: This will only be displayed if the survey is in Advanced mode.

'Pop-up Survey when Chat completes' will present the survey whenever an agent or customer chooses to 'Hang-up' an active chat, as well as when rules or configuration dequeue a requested chat.

'Pop-up Survey when Chat Request Canceled' will only present a survey when a customer presses the 'Cancel' button when waiting in queue.

After adding one of these options, you will have the ability to define which Survey to present and the percentage of chats which trigger the rule that will receive the Survey pop-up.  

Note: Customers must press the 'Close' button within the Chat Session browser window for the Survey to work.  If customers press the 'X' button for the browser window, the Survey will not be presented.

Additionally, if using IF criteria, you must set that criteria in a separate rule listed first (i.e. assign chat queue).  Then, in a second rule, you can use that criteria in the IF statement (i.e. IF chat queue equals...) and pop the chat survey.

For additional information, refer to the 'Actions for chat rules' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.