What is the Adept feature?
The Adept feature provides an interface to allow call agents to initiate IVR & Email surveys. It also can generate survey links for web surveys (this is ideal for providing survey details when communicating with your customers via webchat facilities).
How to access Adept
Click on the "Adept" link in the primary navigation.
Step 1 - selecting survey
- Selected Survey select box
This allows you to select the survey that is applicable for the customer.
Step 2 - entering customer details
- Agent Data Entry fields
These fields allow you to enter relevant customer data to allow us to initiate the survey. These fields will change depending on the survey you have selected.
- Survey Options button
Click this button once the above fields are completed.
Step 3 - confirming customer wishes to participate
- Survey now /Survey later radio option
Depending on the survey type selected this option will either say Survey now or Survey later. Survey now will allow the agent to put the customer through to the survey now, while the Survey later option will call the customer at a later date.
- Not applicable option
If the customer declines to take the survey then this option should be selected.
Step 4a - Finalise request (if survey later selected)
- Telephone number and time fields.
Enter the telephone number of the customer and the time they want to receive a survey call.
- Schedule call
Clicking this button will schedule the survey call accordingly.
Step 4b - Finalise request (if survey now selected)
- Get pin button
Click this button and the telephone number you will need to transfer the customer into will be shown. Call the number, enter the PIN shown on screen and then transfer the customer into the survey.
Step 4c - Finalise request (if survey now selected)
- Reason select box
Select the reason why the customer does not want to participate in a survey.
- Finish button
Click this button to save the reason for decline.