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Chat survey using oj-dcs-survey component

in Fusion RAMP

Starting with Embedded Service (ES) 26B, it is possible to display a post-chat survey after a chat session is disconnected by using the oj-dcs-survey component. Disconnect can be initiated by the end-user (clicking X), the human support representative (from UI), an AI Agent (triggered from an AI Studio Workflow) or the widget timeout. Survey data collected is associated with the chat interaction and stored in the Fusion survey tables.  The initial 26B release supports surveys for authenticated users only.

Create Chat Survey

  1. Navigate to Tools→ AI Agent Studio.
  2. Open Survey Authoring Agent Team. Run This Agent.
  3. Select Chat  object type (ORA_SVC_CHAT_INTERACTION) and SERVICE department (stripe ORA_SVC_CRM).
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