post-call-survey.md

How to Configure Post-Call Survey

You can configure post-call surveys to collect valuable feedback like quality of services or net promoter score after a call ends.

Types of Post-Call survey

• Create a 1-question poll
• Use Microsoft Forms
• Use a Custom Survey

Create a 1-question poll

Configure using environment variables

VV_POSTCALL_SURVEY_TYPE = "onequestionpoll"
VV_POSTCALL_SURVEY_ONEQUESTIONPOLL_TITLE = "Tell us how we did"
VV_POSTCALL_SURVEY_ONEQUESTIONPOLL_PROMPT = "How satisfied are you with this virtual appointment's audio and video quality?"
VV_POSTCALL_SURVEY_ONEQUESTIONPOLL_TYPE = "likeOrDislike" or "rating" or "text"
VV_POSTCALL_SURVEY_ONEQUESTIONPOLL_ANSWER_PLACEHOLDER = ""
VV_POSTCALL_SURVEY_ONEQUESTIONPOLL_SAVE_BUTTON_TEXT = "Continue"
VV_COSMOS_DB_CONNECTION_STRING = "Connection string of your Cosmos DB account"
VV_COSMOS_DB_NAME = "Name of the Cosmos Database"

Configure using defaultConfig.json

{
    ...
    "postCall": {
        "survey": {
            "type": "onequestionpoll",
            "options": {
                "title": "Tell us how we did",
                "prompt": "How satisfied are you with this virtual appointment's audio and video quality?",
                "pollType": "likeOrDislike" or "rating" or "text",
                "answerPlaceholder": "",
                "saveButtonText": "Continue"
            }
        }
    },
    "cosmosDb": {
        "connectionString": "Connection string of your Cosmos DB account",
        "dbName": "Name of the Cosmos Database"
    }
}

Database configuration

1-Question Poll results are stored in Cosmos DB. Use a connection string to connect to your Cosmos DB. The data stored in the DB is as follows:

{
    callId: string,
    acsUserId: string,
    meetingLink: string,
    response: boolean | string | number //the response of the survey
}

Logs related to the call can be found in Azure Monitor logs Learn how to enable logging via Azure Monitor logs

The callId in the DB corresponds to CorrelationId in Azure Monitor logs

Use Microsoft Forms

Render your Microsoft Form after a call ends:

Configure using environment variables

VV_POSTCALL_SURVEY_TYPE = "msforms"
VV_POSTCALL_SURVEY_OPTIONS_SURVEYURL = "your MS Forms url"

Configure using defaultConfig.json

{
    ...
    "postCall": {
        "survey": {
            "type": "msforms",
            "options": {
                "surveyUrl": "your MS Forms url"
            }
        }
    }
}

Use a Custom Survey

Render a survey from your own survey provider:

Configure using environment variables

VV_POSTCALL_SURVEY_TYPE = "custom"
VV_POSTCALL_SURVEY_OPTIONS_SURVEYURL = "your survey url"

Configure using defaultConfig.json

{
    ...
    "postCall": {
        "survey": {
            "type": "custom",
            "options": {
                "surveyUrl": "your survey url"
            }
        }
    }
}

Use the Default Post-Call Screen

The Azure Communication Services UI Library provides a default post-call screen that is rendered after a call ends, no configuration required.

To use the default post-call screen, remove VV_POSTCALL_SURVEY_TYPE from your environment variables and remove postCall from your config.