You can use surveys in ITSM Virtual Agent to
collect survey responses from users through conversational questionnaires (pre-chat and post-chat
surveys) in the chat client.
A chat survey is available in ITSM Virtual Agent through
the Provide Virtual Agent Feedback topic. The logic that renders the survey dynamically is
called from the re-usable Survey topic block. It is common to use the Provide Virtual Agent
Feedback topic as the survey setup topic in the general definitions of ITSM Virtual Agent, so that employees automatically receive
a survey at the end of their conversations. For information about the Survey topic block, see
ITSM Virtual Agent.
When you select the
Chat Survey check box for a survey, it validates the
following conditions for a surveys on
ITSM Virtual Agent.
- Survey should contain only one metric category.
- Survey can contain only these metric types.
- Attachment
- Boolean
- Check box
- Choice
- Date
- Date/Time
- Image scale
- Number
- Numeric scale
- Percentage
- Scale
- String
For information on configuring a survey, see Modify a survey definition and Configure a survey in the survey designer.
The following capabilities are supported for the survey:
- Dependent survey fields
- Introduction and end notes
