Getting started

SurveyCX runs inside your own AWS account. Setting it up takes four steps: launch the stack, connect it to Amazon Connect, build a survey, and watch the first answers arrive.

1. Subscribe and launch

Subscribe to SurveyCX for Amazon Connect on AWS Marketplace and choose Set up your account. The registration page shows a Launch SurveyCX in CloudFormation button with your subscription pre-filled.

In the CloudFormation console:

1. Fill in ConnectInstanceId (the ID of your Connect instance, the part after instance/ in its ARN) and ConnectInstanceUrl (its access URL). Both can also be set later in the console.
2. Optionally set AlarmEmail, Timezone (for the send window) and the SMS and email parameters; see SMS and email invitations.
3. Tick all three acknowledgement boxes at the bottom and create the stack. It takes about ten minutes.

The Outputs tab then shows SiteUrl (the console, results and the hosted survey), FlowLambdaArn and StreamArn.

2. Create a supervisor sign-in

The stack creates a Cognito user pool (UserPoolId output). In the Cognito console create a user, add them to the supervisors group, and give them a temporary password. Agents who should see their own results go in the agents group with the custom:agentArn attribute set to their Connect agent ARN. One command does all of it from your Connect directory:

node lambda/sync-users.js <stack name> --instance <connect instance id> --dry-run
node lambda/sync-users.js <stack name> --instance <connect instance id>

Users whose Connect security profile is named supervisor, admin or manager land in the supervisors group; everyone else becomes an agent. New users get a temporary password by email. See Settings reference for using your own identity provider instead.

3. Connect the survey to your flows

Voice and chat surveys run in the disconnect flow:

1. In the Connect console, open Flows under your instance, choose AWS Lambda, and add the function from the FlowLambdaArn output.
2. On your computer run node lambda/flow-module.js <FlowLambdaArn> from the repository, or download the module file from the release. Import it as a flow module (Routing > Flows > Modules > Create > Import).
3. Create a small flow that invokes the module and ends with Disconnect, publish it, and in each inbound flow you want surveyed add a Set disconnect flow block pointing at it.

Details and what the customer hears are in Surveys on voice and chat.

For agent attribution and SMS/email invitations, send contact records to the stack: in the Connect console under Data streaming, enable contact trace records and choose the Kinesis stream from the StreamArn output.

4. Build your first survey

Open <SiteUrl>/console.html and sign in. A starter survey is ready: satisfaction, resolved, effort, recommend, and an open question that only appears after a low score. Edit it or add one per queue; see Building a survey.

5. Watch the answers

<SiteUrl>/results.html shows scores as soon as the first survey completes. A low score opens a Task in Connect if you set a task flow in Settings; see Closed loop.

Pilots without Marketplace

The same template deploys without a subscription: leave the three Marketplace… parameters empty and nothing is reported or billed.

Current as of version 0.1.0. See the release notes for what changed since.