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Sentiment Settings: Mood Surveys (Open Beta)

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Besides collecting Customer Satisfaction data through text message surveys, admins can gather additional data by requesting their agent’s feedback on the customer’s mood at the end of every call with a client.

Mood is basically the emotional state of a caller, which can be determined by numerous facts such as the nature of the issue the caller is calling about, where and when the caller is calling from, the caller’s past experience with your company, etc.  

 

Mood Surveys

Once you have enabled Sentiment Settings for your account, when selecting the after call work options in the user roles settings, a new Mood Survey option is displayed:

moodsurveys001.png

By switching the Mood Survey option to Enabled, admins will prompt all users assigned to that role to assess the caller’s mood at the end of each call. When set to after call work, agents will be required to evaluate the caller’s mood by selecting one of four emoji options (Happy, Neutral, Unhappy/Angry or Not possible to evaluate, eg. call dropped before being possible to evaluate):

moodSurveys002.png

 

To enable Mood Surveys 

Log into your Talkdesk account as an Administrator:

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  • Click the "Admin" section at the top of the page [1].
  • Select the "Roles" tab [2].
  • Click the 'Enabled' or 'Disabled' link [3] in the After Call Work column next to the role you want to edit.

A new After Call Work settings windows will pop-up for the selected role:

  • To enable Mood Surveys, switch this toggle to the right (ON) position [4].
  • Click "Save" to apply the settings [5].

At the end of each call, and when set to after call work, all agents who are assigned to this role will now see a new option in the call disposition window asking them to evaluate the contact's mood.

This option is available both in the Callbar:

moodSurveys004.png

And the main Talkdesk web application:

moodSurveys005.png

The selected Mood emoticon will change color to indicate that it is selected:

  • Happy:
  • Neutral:
  • Unhappy/Angry:
  • Don’t Know/Not possible to evaluate*:

moodSurveys006.png

*eg. call dropped before being possible to evaluate it

Learn more here.

Besides collecting Customer Satisfaction data through text message surveys and gathering additional data by requesting agent’s feedback on the customer’s mood, Supervisors can then also start digging into their customer’s satisfaction metrics.

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