Introducing DWR surveys
Sep 21, 2025
Giga Team
How do you know if an AI agent really solved the problem?
For most teams, success is measured in call length, transfer rates, or escalation counts. But these metrics don’t always answer the most important question: did the person on the call feel like their issue was resolved?
That’s where Did We Resolve (DWR) surveys come in.
Why traditional metrics fall short
Traditional quality signals in support automation can be misleading:
A short call might still leave a customer frustrated.
An escalation avoided doesn’t guarantee the customer got what they needed.
Without direct feedback, it’s hard to tell if automation is truly working or if people are coming back with the same problem later.
The solution: DWR surveys
At the end of calls, the agent asks a simple question: “Did we resolve your issue today?”
Responses are captured as Yes / No / Unclear.
If the customer hangs up before the survey starts, they automatically receive a branded SMS within 12 hours with the same question.
When a customer responds “No” the system prompts: “Can you tell us more?”. Short explanations create clear opportunities to refine workflows and agent policies.
Every response is logged in real time and tied directly to the call record. This closes the loop between automation and real-world outcomes.
DWR survey charts in the dashboard
To make feedback actionable, DWR survey charts are now built directly into the dashboard. The charts show:
How often the survey was asked
Response rate (voice vs SMS)
Breakdown of Resolved / Unresolved / Unclear
This makes it easy for teams to spot patterns. For example, if “No” responses climb in a certain workflow, it’s a clear signal automation needs refinement.
Why it matters
Direct signal: Instead of relying only on internal metrics, you see what customers actually say.
Faster iteration: Teams can detect problems within days.
Smarter prioritization: Linking DWR results to call types highlights where fixes will have the biggest impact.
With DWR, automation quality is no longer a guess, it’s measurable and improvable. DWR surveys are now live in the dashboard and tickets table. Teams can log in today, view their survey charts, and start measuring resolution directly.
