¶ Feedback Forms
The feedback forms allow users to create forms, dispositions, or requests to capture additional information and have that information presented whenever users dial records using a dialer through the Campaign or receive calls using inbound queues.
Feedback forms are used for Queues and Campaigns. They are displayed whenever there is a new call into the Queue or a new call from the Campaign. The Feedback form must be loaded on PBXware, and the option Send Feedback Forms must be set to Yes. Otherwise, a Feedback form is not available. (The text below provides more information on how to use Feedback forms).
¶ Add Feedback Forms
The Feedback forms can be accessed by navigating the Contact Center menu and selecting 'Feedback Forms'. From this menu, users can access all currently available Feedback forms. Also, here users can add new or edit and delete existing Feedback forms.
¶ Create/Edit Feedback Forms
Clicking the “Add Feedback Form” button will open up a new dialog where users can customize the Feedback form.
At the top of the Feedback form, users can add names for their forms.
The users can add fields by dragging them from the right menu and dropping them into the marked area.
Other available options are:
- Save button:
Click to save the Feedback form.
- Close button:
Clicking this button will close the Feedback form editing area (note that all unsaved changes will be lost if users close this window).
- Preview button:
Click the Preview button to preview how it will look when the application opens. Please note that the scaling will not be the same, as the app window may have a different size.
- Clear button:
Click to remove all fields from the Feedback form (a warning message will be displayed).
¶ Fields in Feedback Forms
¶ Header
The header defines the title or label and reminds the Agent about the feedback form. It does not imply an answer/input entry by the Agent.
¶ Text Field
A primary text input field. Users can enter a text value which will be later submitted when the Feedback form is shown in the Agent's window.
Text Field edit:
- Required: A toggle checkbox that says should the field be required or optional. The form will not be submitted if no value is entered if the checkbox is checked.
- Label: Text that will be shown above the input field. It can be used to describe what the input value should represent.
- Name: A field name that will identify the field after the form is submitted.
- Value: Set a default value for the field.
- Placeholder: Sets the placeholder text for the input.
- Type: A select field with 4 different options:
1. Text Field: A regular text input
2. Password: The entered value will be hidden and shown as ‘******.’
3. Email: The input value will represent an e-mail and be validated. The form cannot be submitted if an invalid email address is entered.
4. URL: The input value will represent a URL and be validated. If an invalid URL is entered, the form can not be submitted.
- Max Length: Set the maximum number of characters that can be entered.
¶ Text Area
A multi-row input area can be used to enter a larger amount of text.
Text Area edit:
- Required: A toggle checkbox that says should the field be required or optional. The form will not be submitted if no value is entered if the checkbox is checked.
- Label: Text is shown above the input area. It can be used to describe what the input value should represent.
- Name: A field name that will identify the field after the form is submitted.
- Placeholder: Sets the placeholder text for the input.
- Max Length: Set the maximum number of characters that can be entered.
- Rows: Sets the number of rows that can be seen before a scroll bar is shown. It also affects the area size.
¶ Number
A field that can only have a numeric value. On the right side of the input, an option can be used to increase/decrease the value.
Number Edit:
- Required: A toggle checkbox that says should the field be required or optional. The form will not be submitted if no value is entered if the checkbox is checked.
- Label: Text is shown above the input area. It can be used to describe what the input value should represent.
- Name: A field name that will identify the field after the form is submitted.
- Value: Set a default value for the field.
- Placeholder: Sets the placeholder text for the input.
- Min. Value: Sets the minimum value that can be entered.
- Max. Value: Sets the maximum value that can be entered.
- Step: Represents the amount that will increase/decrease by clicking the buttons on the right side of the input field.
¶ Date
A simple date picker field. The Date/Time format will be the default system format (chosen in Admin Settings -> Date/Time). The date shown while editing the field will be the current date.
Date Edit:
- Required: A toggle checkbox that says should the field be required or optional. The form will not be submitted if no value is entered if the checkbox is checked.
- Show time picker: A checkbox that enables a time picker. Checking this field will show another input field where time can be picked. The default time is the current time.
- Label: Text that will be shown above the date area. It can be used to describe what the date value should represent.
- Name: A field name that will identify the field after the form is submitted.
¶ Paragraph
A multi-line text field. It does not have an input, so the user will not be able to change its value. This field can be used to make notes for the Agents who will be shown when the Feedback form is loaded.
Paragraph edit:
- Hide on Preview: Hide the paragraph on the preview.
- Content: Specify the text content that will be shown.
¶ Select
A drop-down field where users can select one or multiple values.
Select Options Edit:
- Required: A toggle checkbox that says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is selected.
- Label: Text is shown above the input area. It can be used to describe what the input value should represent.
- Name: A field name used to identify the field after the form has been submitted.
- Placeholder: Sets the placeholder text for the input.
- Min. Selections: Sets the minimum number of values that can be selected.
- Max. Selections: Sets the maximum number of values that can be selected.
- Options: Define the selectable values. Every option has four actions.
- Allow multiple selection: Defines if the Agent can select multiple values or just one. Checked refers to numerous unchecked for one value only.
- Add option: Used to add multiple values to the Options field.
¶ Checkbox group
A multiple options field where users can check one or multiple values.
Checkbox Group edit:
- Required: A toggle checkbox that says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is selected.
- Label: Text is shown above the input area. It can be used to describe what the input value should represent.
- Name: A field name that will identify the field after the form is submitted.
- Options: Define the values which will be checkable. Every option has four actions for itself.
- Add option: Used to add options to the field.
¶ Radio Group
A multiple options field where users can check one of the given values.
Radio Group edit:
- Required: A toggle checkbox that says should the field be required or optional. If the checkbox is checked, the form will not be submitted if no value is selected.
- Label: Text is shown above the input area. It can be used to describe what the input value should represent.
- Name: A field name that will identify the field after the form is submitted.
- Options: Define the values which will be checkable. Every option has four actions for itself:
1. The checkbox on the left defines if the value should be selected by default.
2. The left input represents the value that will be submitted.
3. The right input represents the label text that will be visible to the user.
4. The button to the right is used to remove the option.
- Add option: Used to add options to the field.
¶ Using a Feedback Forms
After creating a Feedback form, users can set any Queues or Campaigns to use this form.
¶ For Queues (Inbound Feedback Forms)
Under every ‘Queue’, there is a gloCOM section that contains two options. Within those two options, users can set if they want to use the ‘Feedback Forms’ inside the application.
To open ‘Feedback Forms’ inside the application, the user should set the option ‘Send Feedback Forms’ to ‘Yes’ and select which Feedback form they want to use.
If this option is set to ‘No’ or a single Feedback form is not selected (even if this option is set to ‘Yes’ ) application will not open any Feedback Forms.
¶ Submitting Feedback Forms
After opening the Feedback form inside the application, the Agent should be able to submit that Feedback form. Submitted data will be saved in a CSV file.
¶ Delete Feedback Forms
Inside GUI, under the section ‘System,’ the user may set an option after how much time these CSV files will be removed ( By default, this time is set to 4 weeks).
¶ Downloading Feedback Forms
Navigating section Queues =>CDR page, users can download 'Feedback Forms’ by selecting the check box in front of CDRs and clicking on 'Download Feedback'.
¶ For Dialer (Outbound Feedback Forms)
To set up Feedback forms for the Campaign, please follow the next steps:
- Navigate to Dialer -> Campaigns -> Edit.
- Click the Numbers button in the Campaign Data group.
- Click Edit on one of the CSVs.
- Select one of the previously created Feedback forms.
NOTE: If there are no previously created Feedback forms, the users will not be able to select anything from this field.
¶ Matching Headers
To set Feedback forms to work with Campaign, the user has to create the same headers inside the Feedback form and upload a CSV file. This is important because if header mismatches, data submitted through the Feedback form will not be displayed inside the CSV file.
For example, if the CSV file has a header named “LastName”, there has to be the same header “LastName” inside the Feedback form. Otherwise, data will not be populated at all inside the CSV file.
NOTE: The field that has to be edited inside the Feedback form is called 'Name'. By default, this field is populated in a format textfield_1654954... / textarea1654958... / number_1654957... . This format depends on the field's name users use to create Feedback forms (TextField, TextArea, Number).
¶ Submitting Feedback Forms
After opening the Feedback form inside the application, the Agent should be able to submit that Feedback form. Submitted data will be saved inside a CSV file.
¶ Downloading Feedback Forms
The users can download a CSV file by clicking on three dots inside 'Dialer Numbers' and selecting ' Download CSV File'.
¶ Making Feedback Forms into Templates
The Feedback Form fields can be made into templates so that some values are imported from CSV into the field inputs. This can be done by inserting CSV header values between %% symbols. A simple CSV file is uploaded, and it contains two rows. The first row represents CSV headers, and the second one displays information about Number.
Example:
Number, First Name, Last Name, Address, Age
100, John, Doe, Somewhere Some Street, 22
To make a template, please follow the instructions below.
Once this form is opened in gloCOM, the fields with values or labels between %% will be replaced with matching values from the CSV file.
Example (please refer to the screenshots):
- %FirstName% will be replaced with John.
- %LastName% will be replaced with Doe.
- %Address% will be replaced with Somewhere Some Street.
Each field has different parameters that can be made into a template.
- Header: Label
- Text Field: Label, Value
- Text Area: Label, Value
- Number: Label, Value
- Date: Label
- Paragraph: Content
- Select: Label, Option Value (left input), Option Label (right input)
- Checkbox Group: Label, Option Value (left input), Option Label (right input)
- Radio Group: Label, Option Value (left input), Option Label (right input)
NOTE: This process is case-sensitive, which means that the value inserted between %% must completely match the CSV header.
¶ Submitting
The Name of each field to be submitted will be used to identify that same field after the form has been submitted. If the Name of the field matches one of the headers, then the value of that field in the CSV file will be changed to the value submitted.
CAUTION:
CSV Headers should not contain any of the following characters if they are going to be used in the Feedback Form template.
- chr(46) . (dot)
- chr(91) [ (open square bracket)
- chr(128) - chr(159) (various)
TIP: Avoid creating CSV Headers with those characters.
The submission will fail if the fields are named as follows:
- Include.Invoice.Tax
- Check[open]
Suppose any of the characters mentioned above are included. The warning message will be shown in that case, saying "Warning: File contains invalid header characters. Please read the documentation."
Once the form for the Feedback Form Templating example is loaded and the template values are filled in, it is possible to change them before submitting the form.
Example (please refer to the screenshot):
Suppose users set the Name of the Number field (representing the age input) to Age to match the same CSV header Age. In that case, the submitted value will be filled in the Number field of the CSV file.
After the form has been filled out with preferred values, it is time to change the Age Value to 30 and submit the form. If the same CSV file is loaded in this form again or downloaded, the Age input will have Value: 30, and the CSV file will contain the following:
- Number: 100
- First Name: John
- Last Name: Doe
- Address: Somewhere Some Street
- Age: 30
NOTE: If multiple values need to be selected, they must be put under double quotes due to the comma delimiter.