Intrroduction of Survey for Caller in IPCCX 7.0

ra_jeshkalra_2 · ‎01-27-2010

Hi,

I have to configure a survey option in IVR where, after the call goes to agent , the agent will ask the caller "Are you willing to take the survey" ,
If the caller says yes, then the agent will transfer the customer to the survey IVR and get out of the call.The customer then follows the prompts and enters the rating say "1-excellent, 2-good, 3-bad" e.t.c."

Question:

1.Do I need to do anything in the IVR script while writing the customer entered survey result to IPCCS Db/table like log/capture session id e.t.c. or anything else?

2.From the reporting point of view how to link the customer entered options to the agent who transferred the call"
i.e. how to co-relate the feedback is for which agent, which tables DB we have to look for and what is the unique id I should be looking for co-relation. How this can be achieved.

Thanks

Abdulbaseer Mohammed · ‎01-27-2010

You can use call disposition or after call work codes or wrap up codes.

All these will be based on each agent so you can match how many transfers each agent did and if you match the time etc you can get pretty close.

I am sure there may be more creative ways out there too.

patiwaq · ‎03-13-2010

Will you share your script?