PBXware 6 Feedback Form

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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 there is a new call from the Campaign. In order to show the Feedback form, it has to 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

Feedback Forms

The Feedback forms can be accessed by navigating to the Contact Center menu, and selecting 'Feedback Forms'. From this menu, users will be able to access all currently available Feedback forms. Also, here users can add new or edit and delete existing Feedback forms.




Create/Edit Feedback Forms

New Feedback Form

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.

Adding a name for Feedback form



The users can add fields by dragging them from the right menu and dropping them into the marked area.

Add a new field to Feedback form






Confirmation Message

Other available options are:

  • Save button:
Click to save the Feedback form.
Warning Message
  • 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 like when opened in the application. Please note that the scaling will not be the same as the app window may have a different size.
  • Clear button:
Warning Message
Click to remove all fields from the Feedback form (a warning message will be displayed).



Fields in Feedback Forms

Header

Feedback Form - Header
The header is used to define the title or label and remind the agent what the feedback form is about. It does not imply an answer/input entry by the agent.


Text Field

Feedback Forms - Text Field
A basic 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. If the checkbox is checked, the form will not be submitted if no value is entered.
  • 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 be used to identify the field after the form is submitted.
  • Value: Used to 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 will be validated as such. If an invalid email address is entered, the form can not be submitted.
4. URL: The input value will represent an URL and will be validated as such. 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

Feedback Form - Text Area
A multi-row input area that can be used for entering a larger amount of text.

Text Area 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 entered.
  • Label: Text that will be shown above the input area. It can be used to describe what the input value should represent.
  • Name: A field name that will be used to 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

Feedback From - Number
A field that can only have a numeric value. On the right side of the input, there is an option that can be used to increase/decrease the value.

Number 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 entered.
  • Label: Text that will be shown above the input area. It can be used to describe what the input value should represent.
  • Name: A field name that will be used to identify the field after the form is submitted.
  • Value: Used to 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

Feedback Form - 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. If the checkbox is checked, the form will not be submitted if no value is entered.
  • 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 be used to identify the field after the form is submitted.

Paragraph

Feedback Form - 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 which will be shown when the Feedback form is loaded.

Paragraph edit:

  • Hide on Preview: Hide paragraph on preview.
  • Content: Specify the text content that will be shown.

Select

Feedback Form - Select Option
A drop-down field where users are able to select one or multiple values.

Select Option 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 that will be 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 values which are selectable. Every option has 4 actions.
  • Allow multiple selection: Defines if the Agent is able to select multiple values or just one. Checked refers to multiple, unchecked for one value only.
  • Add option: Used to add multiple values to the Options field.

Checkbox group

Feedback Form - Checkbox Group
A multiple options field where users are able to 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 that will be shown above the input area. It can be used to describe what the input value should represent.
  • Name: A field name that will be used to identify the field after the form is submitted.
  • Options: Define the values which will be checkable. Every option has 4 actions for itself.
  • Add option: Used to add options to the field.

Radio Group

Feedback Form - Radio Group
A multiple options field where users are able to 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 that will be shown above the input area. It can be used to describe what the input value should represent.
  • Name: A field name that will be used to identify the field after the form is submitted.
  • Options: Define the values which will be checkable. Every option has 4 actions for itself:
1. The checkbox on the left defines if the value should be selected by default.
2. Left input represents the value that will be submitted.
3. 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)

Queues - gloCOM Section

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 he/she wants to use.

Selecting Feedback form for a Queue

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
Delete/Remove Feedback Froms

Inside GUI under section ‘System’ the user may set an option after how much time these CSV files are going to be removed ( By default this time is set to 4 weeks).





Downloading Feedback Forms
Feedback Forms Download

Navigating section Queues =>CDR page, users can download 'Feedback Forms’ by selecting the check box in front of CDRs and clicking on 'Download Feedback'.

More information on how to download Feedback forms can be found here.


For Dialer (Outbound Feedback Forms)

Set Feedback form

To set Feedback forms to the Campaign please follow the next steps:

- Navigate to Dialer -> Campaigns -> Edit.

- Click the Numbers button in the Campaign Data group.


Select Feedback form

- 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

In order to set Feedback forms to work with Campaign, the user has to create the same headers inside the Feedback form and uploaded CSV file. This is very important because if there is a mismatch in headers, 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.





Matching Headers

NOTE: The field that has to be edited inside Feedback form is called 'Name'. By default, this field is populated in a format textfield_1654954... / textarea1654958... / number_1654957... . This format depends on the name of the field that users are using to create Feedback forms (TextField, TextArea, Number).



Submitting Feedback Forms
Feedback form data inside CSV file

After opening the Feedback form inside the application, the Agent should be able to submit that Feedback form. Submitted data will be saved inside CSV file.




Downloading Feedback Forms
Download CSV File

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
Example - With %% Symbols
Example - After Matching

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 that have 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 exact 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 template of a Feedback Form.

  • chr(46) . (dot)
  • chr(91) [ (open square bracket)
  • chr(128) - chr(159) (various)

TIP: Avoid creating CSV Headers with those characters.

The submitting will fail, if the fields are named as follows:

  • Include.Invoice.Tax
  • Check[open]
Warning Message

If any of the aforementioned characters are included, the warning message will be shown, saying "Warning: File contains invalid header characters. Please read the documentation."



formsubmitname.png

Once the form for the Feedback Form Templating example is loaded and the template values are filled in, it is possible to change the values before submitting the form.

Example (please refer to the screenshot):

If users set the Name of the Number field (representing the age input) to Age in order to match the same CSV header Age, then 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 have to be put under double quotes due to the comma delimiter.

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