Import post-call survey IVR data

Data that is collected from post-call surveys via an IVR can be imported into Calabrio ONE using a generic IVR integration that uses CSV files saved to a specific folder on the Data Server. See “Add Post-Call Surveys to Contacts” in the Calabrio ONE User Guide for more information about configuration.

NOTE   This folder location is configured in Calabrio ONE on the Data Server Configuration page (Application Management > Global > System Configuration > Data Server Configuration) in the Regional Data Server GIS File Location field.

The File Observer service triggers the import of these data files into the database and attaches the data to contact recordings using the Contact ID, Associated Call ID, or the ICM Call ID.

Two CSV files are required:

• The Form CSV file contains the survey questions and must be processed first.
• The actual survey results are imported through the Results CSV file.

Form CSV file

The Form file name must follow the format Form_<Form ID>.csv, where <Form ID> is a number.

The Form CSV file is formatted to contain the following information:

<form name>,<form status>,<form date>,<total score>

1,DIGITS,"Contact Identifier",0

<question number>,<question type>,<question text>,<question response and weight>

The first row in the Form CSV file contains the following information:

The second row in the Form CSV file is required to have question ID 1 and is always the first question in any VR survey form. It is a placeholder for the contact identifier that is supplied in IVR survey results files (see Results CSV file):

1,DIGITS,"Contact Identifier",0

The third and all subsequent rows in the file contain the survey questions:

Results CSV file

Each Results file is an output snapshot from the generic IVR system. For example, the IVR can be configured to export one file every 30 minutes and include all surveys taken within the last 30-minute interval. If a form has two questions, then each survey response file will have three lines per survey:

• Line 1 identifies the contact ID to associate with the survey answers.
• Lines 2–3 contain the survey answers for each question.

The Results file name must follow the format Results_<yyyyMMdd>_<HHMM>_<unique ID>.csv where <unique ID> is a value that makes sure that the file name is unique. It can be based on timestamp, agent ID, or a generic sequential increment.

The following is the format of each row in the Results CSV file: 

<unique identifier>,<form ID>,<survey total earned score>,<question number>,<answer text>,<answer score/weight>

The first row of each survey result has the following additional syntax requirements:

<unique identifier>,<form ID>,<survey total earned score>,1,<contact ID or associated contact ID>,0

• The 1 indicates the first row has question number 1 (as is required).
• The <contact ID or associated contact ID> is the identifier for the contact.
• The 0 is a placeholder for the score/weight of this question.

The following table describes what each column in the file contains for each line.

A question is only included in the imported results if all of the following are true:

• The form ID matches the form ID of an imported form.
• The question number matches the question number on that imported form.
• The answer text and the answer score/weight match the text for result and value/weight for an answer option on that question.

Example

The following are examples of Form and Results CSV files for a scenario where a post-call survey consists of five questions. A customer answers the survey after a contact identified with the contact ID 987654321.

The customer enters the following answers to the survey:

The Form and Results file for this survey are as follows.

1
2
3
4
5
6
7
Customer_Satisfaction_Survey,editable,2019-10-17,200
1,DIGITS,"Contact Identifier",0
301, OPTION,Were you happy with wait time,1 - strongly disagree - 00,2 - disagree - 10,3 - neither - 20,4 - agree - 30,5 - strongly agree - 40
302,OPTION,How was service,1 - strongly disagree - 00,2 - disagree - 20,3 - neither - 10,4 - agree - 30,5 - strongly agree - 40
303,OPTION,Did we resolve issue,1 - strongly disagree - 00,2 - disagree - 20,3 - neither - 10,4 - agree - 30,5 - strongly agree - 40
304,OPTION, Was agent knowledgeable - strongly disagree - 00,2 - disagree - 10,3 - neither - 20,4 - agree - 30,5 - strongly agree - 40
305,OPTION,How satisfied with general services,1 - strongly disagree - 00,2 - disagree - 10,3 - neither - 20,4 - agree - 30,5 - strongly agree - 40

1
2
3
4
5
6
1571310547,3,110,1,987654321,0
1571310547,3,110,301,neither,20
1571310547,3,110,302,disagree,20
1571310547,3,110,303,neither,10
1571310547,3,110,304,agree,30
1571310547,3,110,305,agree,30