I’ve just made our first telephone survey live and made a test call. I’m happy it asks the questions and records the results but I’m getting double the responses.
Has anybody had this and does anybody know what I need to do to resolve it?
Hi Cathy
I think I’ve seen this before, it’s possibly something that needs altering on the Survey Dialogue. I’m around today up to 3pm if you want to have a look, email me directly with a time that suits for a call.
Best Regards
Paul Curzon
Hello @paul.curzon
Thank you for your response. I’ve actually worked out what I’d done wrong and been able to fix it. I have to admit I only found it because you mentioned the dialogue so it prompted me to look at it again.
Our first survey is now live and working fine, thank you for your assistance.
Cathy
HI @Rebecki This is typically seen when you have a survey that loads your Post Survey Results block twice.
To double check if this is the case here is an example Survey,
Each of my questions go to the next question or hangup if the user does not engage with the question after two attempts.
My final comments block, once captures, also hangs up and does not go to any other block
This is because my Post Block is set to trigger On Exit. This means when the call ends or the user leaves the Dialogue. I set this within my Dialogue Settings
If I have any other Block load the Post block before the caller hangs up or as the Dialogue ends, it will then trigger the Post of Survey results. Meaning, the Dialogue post the results and then it also posts when the caller hangs up as that is the setting.
So, make sure your Dialogue is not loading the Post Block any other time than On Exit and that should stop you getting double results.
Hope that helps.
Jonathan