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ReportIntroduction:
The upcoming release of Dynamics 365 Wave 1 2024, scheduled for April, introduces several compelling features that have been available for Early Access. In this blog post, I aim to highlight the "Agent End of Call Survey" feature. This functionality enables individuals responsible for Contact Centers (or their IT counterparts) to swiftly identify and respond to any issues impacting agent experience that might go unnoticed by conventional service metrics. By promptly addressing potential pain points, you can enhance call quality, strengthen customer satisfaction, and improve overall business performance. This eliminates the necessity of implementing agent satisfaction CSAT through custom development.
Pre-requisites for Early Access :
In order to make you comfortable with new features available in Early Access on your instance you need to opt-in for Wave 1.
Access and Enable Agent Survey:
Once the 2024 Wave 1 release is activated, you can locate these settings within the Customer Service Admin Center application by utilizing the "Admin Settings" search feature and entering the keyword "Survey". Look for the "Workspaces" section on the sitemap to access these settings.
Alternatively, you can access these settings directly within the "Agent Experience" under the "Workspaces" section on the sitemap.
By selecting "Agent call quality survey (preview)" you'll gain access to the settings provided for this feature, such as the option to opt-in or opt-out, the frequency of survey display expressed as the number of calls before it appears, and the duration for which the survey remains active.
The administrator can set up a general opt-in for the Agent survey and determine how frequently the survey appears per a certain number of calls. Additionally, if there's a need to monitor agent experience for a specific duration, such as after significant changes in Voice or Telephony settings, the administrator can specify the survey duration with start and end dates.
Another option to access the Agent Survey configuration is also provided through the Voice workstream configuration settings pane:
Now, let's explore the Agent experience with this functionality. Following each call, the agent will receive a prompt to rate the overall quality of the call.
If the precedent Agent response is less than 5 stars a new survey page will be offered to the Agent with more detailed depth-in questions :
Following the submission of the survey form, the Agent will have the opportunity to view the acknowledgment of their registered feedback and close the survey form:
Query survey results:
Once the Agent's feedback is saved (stored in Azure logs analytics), you can utilize statistics by querying the aggregated data in Azure. Before querying make sure that in Diagnostics the option "Call Survey Logs" is enabled.
Then Administrator can go to "Logs" -> "Queries" and choose Call survey query to execute:
You can delve deeper into the answered questions regarding call quality and respond to any issues more quickly:
Conclusion:
In conclusion, the importance of end-of-call quality surveys for agents cannot be overstated. These surveys serve as invaluable tools for gathering immediate feedback from customers regarding their interaction experiences. By analyzing the results of these surveys, agents can identify areas for improvement and ultimately elevate customer satisfaction levels. Moreover, the data collected from these surveys can inform training programs and strategic decision-making within the organization, leading to continuous improvement in service delivery. Ultimately, prioritizing end-of-call quality surveys empowers agents to deliver exceptional customer service, fosters a culture of continuous improvement, and strengthens overall customer relationships.
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