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Why do my Post Call Survey reports show results for skipped questions?
8x8 Support

Why do my Post Call Survey reports show results for skipped questions?

Applies To

  • Virtual Contact Centre, Post Call Surveys

Answer

Questions are skipped due to the Empty timeout and Empty retries. Questions will be marked as skipped if the caller does not select an option to answer the question within the specified conditions.

Empty_Options.png

In the above object, the Empty timeout is set to 3 seconds and the Empty retries is set to 2. This means that if the caller does not select an option to answer the given question within 3 seconds, they will be prompted to answer two more times. If after that the caller still has not selected an option, the system will move on to the next question.