Poll flow

polling the user to rate the conversation

One of the ways to learn and improve when maintaining Virtual Agents is to simply ask users for their opinions. Normally the conversation transcript is quite self explanatory. You can easily see what went well and what not. By simply asking the user at least to indicate whether it was good, ok or bad you know which conversations to focus on when learning.

This flow simply asks the user for their opinion using just three choices: good, ok or bad. But feel free to make it more complex by adding choices or adding followup questions.

Poll flow

To introduce the poll question we start with a Say action gently paving the way. Then we will continue asking the opinion using an Ask Choice with three options: Good, Ok or Bad using Emoji's. It will store the output in the poll container tag (using the :: syntax). It therefore keeps all poll answers together in the Analytics. After asking the rating we close this flow with a Say to thank the user.

Analytics

To investigate all conversations in a certain period of time for a specific poll outcome we need to open the analytics page of the platform. You can do this when you have the role Analyst, Producer or Developer. Scroll down to the Poll diagram. Make sure you have users that finished the poll, otherwise this diagram will not show.

Analytics page

Perform the following steps to find an overview of the outcomes of your poll in the Analytics section of the platform:

1. Click on Analytics

2. Click on Conversations

3. Choose a period

Scroll down until you find the section "Poll". It will look something like this:

Analytics

Now you can simply click on one of the bars and then go to the Content section. There you will now only see the Contacts that correspond to the conversations with this particular poll outcome, because the filter tag:poll::😍 is set.

Now you can click on a Contact and then open the corresponding conversations to see what happened and learn about what to improve.