06-26-2009 01:54 AM - edited 03-15-2019 06:42 PM
Hi
Can Cisco Unity Connection Interview Handler be used for 'customer satisfaction surveys' ?
This is for a Contact Center Express (UCCX ver 7.0) environment - after an Agent completes a call the 'customer' is directed to the Cisco Unity Interview Handler where he/she will be asked questions with the responses recorded on Cisco Unity. On completion of the survey the caller hangs up. The recording is then e-mailed to a group of users for analysis. This is for recording approximately 350 surveys a day, 6 days a week using the Interview Handler.
My assumption is that the Interview Handler is not a suitable solution for this requirement, in which case can anybody suggest a suitable product.
Thanks
06-28-2009 01:17 PM
Hi,
An interview handler just asks questions and then records answers into a single wav file.
You would have to have someone listen to the messages and enter the data manually into whatever database you are using.
A better solution could be to ask questions with either yes/no answers (press yes for 1 and 2 for no) or rate on a scale from 1 to say 5.
UCCX Premium could be configued to write this information directly to a SQL database meaning no manual input and big savings in the long run.
Please rate if helpful.
10-08-2009 11:48 AM
can unity repeate the question if there is no answer to a question in an interview handler
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