How survey point totals are calculated on the Callmenu Survey Report

The TOTAL POINTS column on the CallMenu Survey Report can look like a mystery until you know the rule behind it. There is no weighting trick and no hidden formula. A point total is the sum of the numeric values given for all callmenu survey prompts reached on the call.

Every prompt carries a number

Inside a survey Campaign, each response to a Call menu prompt is treated as its numerical value. When a caller reaches a prompt and answers, that value gets added in. The report walks the prompts a caller actually reached and adds those values together. Prompts a caller never got to do not contribute.

• Each prompt response maps to a number.
• Only prompts reached on the call are counted.
• The sum becomes that call's TOTAL POINTS.

From a single call to an agent ranking

The same rule scales up. In the single-agent mode, you see TOTAL POINTS per call, with per-prompt and per-call totals at the bottom. In the multi-agent mode, each Agent gets one TOTAL POINTS figure: the sum of response values across every call they handled inside your report parameters. That figure is what sorts the agents, top scorers first.

How the total adds up

flowchart LR
  A[Caller reaches prompt one] --> B[Add value of response]
  B --> C[Caller reaches prompt two]
  C --> D[Add value of response]
  D --> E[More prompts reached]
  E --> F[Sum equals TOTAL POINTS for the call]

This means your scoring design lives in the prompt values, not the report. If you want a particular answer to weigh more, give that response a higher number when you build the menu. The report just adds up whatever you set. A Disposition still records the call outcome separately, so points and outcomes stay independent. A caller can rack up a high point total and still be marked not interested, because the survey score measures the answers and the disposition measures the result.

Why reached prompts matter

The word reached is doing real work in the rule. Only prompts a caller actually got to are summed, so the length of a call shapes its score as much as the answers do. Two callers can give the same positive answer on the first prompt, but the one who stays on for three more prompts will carry a higher total simply because more values were added. When you read a leaderboard, keep that in mind: a top score can mean strong answers, a long survey, or both.

That behavior is also a design lever. If you want early answers to dominate the score, weight the first prompts heavily and keep later ones small, so a quick caller still registers a meaningful total. If you want completeness to count, spread the values evenly so finishing the survey is what pushes the number up. Either way, the report does not decide this for you. It faithfully sums what you assigned, which is exactly why the totals are predictable once you know the values behind each prompt.

To see where these totals appear and how the two report modes differ, read the outbound interval report for surrounding context, and the reports overview for how scoring fits the bigger reporting picture.

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