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Scale Question too long-winded repeating response options

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michaeltimothyallen
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Scale Question too long-winded repeating response options

Post by michaeltimothyallen »

I have a question using a scale response

On a scale of 1-10, with 1 being very dissatisfied & 10 being very satisfied.
Overall, how satisfied are you with the way your enquiry was handled by the Contact Centre?

It currently reads out

"For one press one"
"For two press two"
"For three press two"
and so on to
"For ten press ten"

How do I suppress this read out please?

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
Contact:

Re: Scale Question too long-winded repeating response option

Post by support »

Hi,

This topic was addressed in an earlier forum post mentioned here: http://support.plumvoice.com/viewtopic.php?f=12&t=46000

Please keep in mind that if you choose to mute the built-in phrases and choices for your questions, you will need to explicitly add the choices that you want the user to hear within the question texts of your survey questions.

Regards,
Plum Support

michaeltimothyallen
Posts: 13
Joined: Mon Jan 28, 2013 11:06 am
Location: Wrexham UK
Contact:

Re: Scale Question too long-winded repeating response option

Post by michaeltimothyallen »

The post does not explain the scenario if you find and then mute a Built In Choice to prevent it being played for one question say a NPS multiple choice, the impact on other questiions where that built in choice is also being used. Unlike the non Built in Choice responses with are clearly assigned to phrase/question.

Please revert. The post below does not answer this query.

Reading the answer choices is the default behavior of the IVR platform, however, it is possible to get around this. When viewing the "My Surveys" page, you can select "Upload Prerecorded Audio" from within the "Edit" menu for a specific survey. This page can also be reached while you're actively editing a survey by clicking the "Audio" button between "Settings" and "Done" in the top-right corner. This gives you a list of all of the audio/TTS statements that are played during the call.

The second column of the table is the "Found At" column. This specifys where this audio/TTS will be played. You'll want to find the phrases related to your scale question choices (denoted with a "choice" or "Built-in") and mute them. Clicking on the link will give you a text version of the phone call to facilitate this process. If you know where your survey's scale questions are you can find the correct audio/TTS based upon the written text. For example "Pg. 1, q.1 choice" is page 1's question 1's choice audio/TTS.

You'll also want to ensure that you mute the built-in phrases for the scale questions. Depending upon if voice recognition is enabled, these would be either "To select: ", ",...say,...", and ",...or press n." or "To select: " and ",press n.". Please note that "n" will be the keypad value.

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
Contact:

Re: Scale Question too long-winded repeating response option

Post by support »

Hi,

Just to clarify:

Muting built-in phrases will affect multiple question types. For example, if you muted the built-in phrase, "To select", this would affect multiple question types such as Scale, Multiple Choice, Multiselect, etc.

So, if you were to mute certain built-in prompts such as "To select", you would have to explicitly add the choices that you want the user to hear in the question text not only for your Scale question, but also for your Multiple Choice question and other survey questions that also use the same built-in prompt.

To view which questions would be affected by muting certain built-in prompts, you can look at a phone preview of your question. To learn more on how to view phone previews of your questions, please see our documentation here: http://survey.plumvoice.com/admin/docs/ ... ne_Preview

Regards,
Plum Support

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