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Customer Experience Shows Post Call Survey Has Been Completed 0 Times
8x8 Support

Customer Experience Shows Post Call Survey Has Been Completed 0 Times

Symptom

In the Post Call Surveys section of Customer Experience, the Survey Summary tab shows that 0 surveys have been completed.
Survey Result Totals_0 Completed.png

Applies To

  • Virtual Contact Centre, Customer Experience

Resolution

  1. Log in to Virtual Contact Centre Configuration Manager.
  2. Navigate to Home > Scripts, locate the relevant post call survey script, and click Edit_Button3.png to edit the script.
  3. Navigate to the Script tab.
  4. Scroll down to the bottom of the script and remove the hang up object.
    Remove Hangup Object.png
  5. Save the script.
  6. Make a test call to the VCC channel number pointing at the post call survey script and complete the survey. Then, log in to Customer Experience and check that the 'Completed' section now shows a value of 1.
    Survey Result Totals_1 Completed.png

Cause

The call must reach the bottom of the post call survey script in order to determine whether callers have finished the post call survey.