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end-of-call-survey-ios.md

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title Azure Communication Services End of Call Survey
titleSuffix An Azure Communication Services tutorial document
description Learn how to use the End of Call Survey to collect user feedback.
author viniciusl-msft
ms.author viniciusl
manager gaobob
services azure-communication-services
ms.date 7/30/2024
ms.topic tutorial
ms.service azure-communication-services
ms.subservice calling

Important

End of Call Survey is available starting on the version 2.10.0 of the iOS Calling SDK. Make sure to use that version or later when trying the instructions.

Sample of API usage

The End of Call Survey feature should be used after the call ends. Users can rate any kind of VoIP call, 1:1, group, meeting, outgoing and incoming. Once a user's call ends, your application can show a UI to the end user allowing them to choose a rating score, and if needed, pick issues they’ve encountered during the call from our predefined list.

The following code snips show an example of one-to-one call. After the end of the call, your application can show a survey UI and once the user chooses a rating, your application should call the feature API to submit the survey with the user choices.

We encourage you to use the default rating scale, which is the five star rating (between 1-5). However, you can submit a survey with custom rating scale.

Start a survey

You create a CallSurvey object by starting a survey. This records a survey intent. In case this particular CallSurvey object isn't submitted afterwards, it means that the survey was skipped or ignored by the end customer.

var surveyCallFeature = self.call.feature(Features.survey)
do {
    try self.callSurvey = await surveyFeature.startSurvey()
} catch {
    print("Failure to start survey")
}

General usage

When rating calls, you must respect values defined on the scale field. The lowerBound value denotes the worst experience possible, while the upperBound value means the perfect experience. Both values are inclusive.

OverallRating is a required category for all surveys.

For more information on suggested survey use, see Survey Concepts

Note

A question’s indicated cutoff value in the API is the threshold that Microsoft uses when analyzing your survey data. When you customize the cutoff value or Input Range, Microsoft analyzes your survey data according to your customization.

Rate call only - no custom scale

let overallScore = SurveyScore()
overallScore.score = Int32(5)
callSurvey.overallScore = overallScore

Rate call only - with custom scale and issues

// configuring scale
var ratingScale = new CallSurveyRatingScale()
ratingScale.lowerBound = 0;
ratingScale.upperBound = 1;
ratingScale.lowScoreThreshold = 0;
SurveyScore overall = new SurveyScore();
overall.scale = ratingScale;
// setting score according to scale
overall.score = 1;

callSurvey.overallScore = overall;

// reporting one or more issues
callSurvey.callIssues = [ CallIssues.hadToRejoin ];

Rate overall, audio, and video with a sample issue

let overall = SurveyScore();
overall.score  = 3;

let audio = SurveyScore();
audio.score = 4;

let video = SurveyScore();
video.score = 3;

callSurvey.overallScore = overall;
callSurvey.audioScore = audio;
callSurvey.videoScore = video;
callSurvey.videoIssues = [ VideoIssues.freezes ];

Submit Survey and handle errors the SDK can send

do {
    var result =  try await self.surveyFeature!.submit(survey: callSurvey)
} catch let error as NSError {
    print("==> Survey Not Submitted " + error.localizedDescription)
}

Find different types of errors

Failures while submitting survey:

The submitSurvey API can return an error in the following scenarios:

  • Overall survey rating is required.

  • CallSurveyRatingScale bounds must be within 0 and 100. LowerBound should be less than UpperBound. LowScoreThreshold should be within bounds.

  • Any of the scores must respect the bounds defined by the CallSurveyRatingScale. All values in the CallSurveyRatingScale object are inclusive. Using the default scale, the score value should be between 1 and 5.

  • Survey can't be submitted because of network/service error.

Available Survey tags

Overall Call

Tag Description
CannotJoin Customer wasn't able to join a call
CannotInvite Customer wasn't able to add a new participant on call
HadToRejoin Customer left and joined again the call as a workaround for an issue
CallEndedUnexpectedly Customer's call ended with no apparent reason
OtherIssues Any issue that does not fit previous descriptions

Audio issues

Tag Description
NoLocalAudio No Audio on the customer machine from the call, inability to hear anyone in the call
NoRemoteAudio Missing audio from a specific participant
Echo Echo being perceived in the call
AudioNoise Audio received with unintended noise
LowVolume Audio too low
AudioStoppedUnexpectedly Audio stopped with no clear reason (e.g. no one is muted)
DistortedSpeech A participant's voice is distorted, different from their expected voice
AudioInterruption Customer experiences audio interruptions, voice cuts, etc.
OtherIssues Any issue that does not fit previous descriptions

Video issues

Tag Description
NoVideoReceived Customer doesn't receive video from a participant
NoVideoSent Customer starts video but no one in the call is able to see it
LowQuality Low quality video
Freezes Video Freezes
StoppedUnexpectedly Screen Share stops with no clear reason (e.g camera is on and video calling is on)
DarkVideoReceived Video is being sent but participant sees only a dark box (or another single color)
AudioVideoOutOfSync Video and Audio do not seem to be in sync
OtherIssues Any issue that does not fit previous descriptions

Screen share issues

Tag Description
NoContentLocal Customer doesn't receive screen share from a participant that is sharing
NoContentRemote Customer is sharing screen, but other one or more participants are unable to see it
CannotPresent Unable to start screen share
LowQuality Low quality on screen share video, e.g unable to read
Freezes Screen Share freezes during presentation
StoppedUnexpectedly Screen Share stops with no clear reason (e.g screen share was not stopped by customer)
LargeDelay Perceived delay between what is being shown and what is seen
OtherIssues Any issue that does not fit previous descriptions

Customization options

You can choose to collect each of the four API values or only the ones you find most important. For example, you can choose to only ask customers about their overall call experience instead of asking them about their audio, video, and screen share experience. You can also customize input ranges to suit your needs. The default input range is 1 to 5 for Overall Call, Audio, Video, and Screen share. However, each API value can be customized from a minimum of 0 to maximum of 100.

Note

A question’s indicated cutoff value in the API is the threshold that Microsoft uses when analyzing your survey data. When you customize the cutoff value or Input Range, Microsoft analyzes your survey data according to your customization.

Custom questions

In addition to using the End of Call Survey API, you can create your own survey questions and incorporate them with the End of Call Survey results.

However, the result payload of SubmitSurvey operation provides data that you can use to correlate ACS Survey data with your own custom data and storage. CallSurveyResult class have the SurveyId field that denotes a unique identifier for the survey and CallId denotes an identifier for the call where the survey was generated. Saving these identifiers along with your customized data allows data to be associated uniquely.