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New Member

How to create a Survey Script

Hi Our customer want to have survey presented to each callers after t

he Agent hangs up the call. To Evaluate the Callers experience with the Agent? How can we creat the sc

ript like that.

Any input on this matter will be highly Appreciated.

Thanks,

Anis Faruqui...

22 REPLIES

Re: How to create a Survey Script

Hello Anis,

As soon as the call its transfer to the Agent the UCCX has not longer controll of the call, so I dont belive that this can be done in the way that you want but may be another CSC knows if there is a way.

HTH

Please rate this post if was helpful

Walter Solano

CCVP, Cisco UCCX Specialist

Green

Re: How to create a Survey Script

If it is going to be done on every call, and there is no need to hide from the agents what is happening, ask the callers up front if they will participate in an after call survey. If they say yes, show this value to the agent; and instead of dropping, they do a blind transfer to a route point. They know the customer won't hang up on them, because they said  they would participate in the after-call survey (well, some will anyway).

On the route point, attach the script for what every survey you want.

If you don't want the agent to know it's more difficult. You may be able to ask agents to transfer EVERY call to the route point, and you carry the caller's original response in a call variable. If they refused, just drop the call (they may have already dropped).

There are certainly some systems out there that make after-call surveys easy. If UCCX is not one of them, raise this with your Cisco liason. Cisco need to know if customers are requesting this feature.

[Ah, see the response above from the UCCX expert, who was typing at the same time as me. Cisco have what you need in the most recent version]

Regards,

Geoff

New Member

Re: How to create a Survey Script

Yes I got that part I want to know how to create that type of script and how to store the customers response.

Thanks,

Anis Faruqui

Sr.Voice Architect

CCVP,CCNP,VCP-69534

NFF,Inc

1023 15th Street , NW, Suite 500

Washington, DC 20005

Cell: 202-716-9960

Office: 202-783-9118

Fax: 202-783-9019

www.nffinc.com

Green

Re: How to create a Survey Script

Yes I got that part I want to know how to create that type of script and how to store the customers response.

Just like any UCCX-database integration.

You need to start with a good database design, based on what the customer wants to know, how the updates are done and so on. Is the customer going to provide that? What goes in an UPDATE or INSERT - is it completely anonymous? Are you just pegging counters (100 people said the experience was 5/5, 200 people said it was 4/5 etc)? How many questions do you think you can ask? I would say that 1 or 2 only would work.

Is that your question?

Regards,

Geoff

New Member

Re: How to create a Survey Script

What we want is to write the Customer response on a plain text file. Can we do that?

Thanks,

Anis Faruqui

Sr.Voice Architect

CCVP,CCNP,VCP-69534

NFF,Inc

1023 15th Street , NW, Suite 500

Washington, DC 20005

Cell: 202-716-9960

Office: 202-783-9118

Fax: 202-783-9019

www.nffinc.com

Green

Re: How to create a Survey Script

What we want is to write the Customer response on a plain text file. Can we do that?

Why would you do it that way? A database will work far better. You need to be cautious about multiple threads writing to the file at the same time, although that often works OK.

Do you not have the correct licence? I cannot think of another reason.

Regards,

Geoff

New Member

what license we need to have

what license we need to have for Post Call Survey ?

Cisco Employee

Premium License

Premium License

Regards

Deepak

New Member

thanks, mind share script

thanks, mind share script here and detailed steps ?

VIP Super Bronze

Re: How to create a Survey Script

There is no native script that does this. You will need to create one which writes the results from the caller to an external SQL database. As a reminder, databse subsystem access requires a premium license. Answers can be boolean (one for yes, two for no) or rating (one through five) since the caller only has numeric input options.

Starting in CAD 6.6 (CCX 7.0) or 8.0 (CCX 8.0) - sorry, I forgot which version this got added - you can now assign a call control action to the Hangup button in CAD. When the agent presses the button, you can assign a Blind Transfer action to send the call to another CCX application/trigger. This has a few caveats though:

  1. The agent has to terminate the call, not the customer.
  2. The agent needs to use CAD to terminate the call, not their IP Phone.
New Member

Re: How to create a Survey Script

Hello Jonathan,

though this is a very old post .. but i have similar requirement from the customer side ..

i wanted to assign a Blind Transfer action to the Answer/Drop button .. i just have the following problems :
-     The Answer / Drop is just one button , so the triggering is done based on which event ? Answer of Drop ?
-     When trying to assign the Blind Transfer option to the Drop action in the Voice Contact Workflow in the Admin it

gives Error ...

New Member

How to create a Survey Script

Create your survey script.

Create a new application.

Assign it a new trigger.

Create a button on the CAD to transfer the caller to the trigger.

Remove the end call button from CAD and replace it with this button.

Instruct the Agents to use that button to end a call.

New Member

Re: How to create a Survey Script

Thanks for your reply ..

Actually , I modified the Answer/Drop button ( though it is only one button ) and added action of Blind Transfer to the Survey Trigger and it worked .

now the Agent can answer normally , then when dropping the call , the action takes place ..

New Member

How to create a Survey Script

HI Ahmed,

Don't mind if you can share the script?

TIA

New Member

Hi Ahmed Is it possible share

Hi Ahmed

 

Is it possible share your script ? 

 

justin725@gmail.com

 

Thanks

Justin 

New Member

Hello Justin,Sorry , but i

Hello Justin,

Sorry , but i can't find the PostCallSurvey script itself ..

If you have a problem creating the mechanism for the Agent CAD to automatically go to the PostCallSurvey application , just follow the above , and below is the final output of the CAD Admin modification :

with below limits :

  1. The agent has to terminate the call, not the customer.
  2. The agent needs to use CAD to terminate the call, not their IP Phone.

Hope that helps ..

 

Thanks a lot ,

Ahmed Salah

New Member

Dear Ahmed,

Dear Ahmed,

I created the mechanism for the Agent CAD to go automatically to the postcallsurvey.

1) I suppose this is for the whole system. All agents are impacted?

2) When I transfert the call to the call survey trigger, the script answers but after some seconds it disconnects. What can be the cause of the disconnect?

3) How can you notify the agent that the caller accepted the invitation to participate to the call survey after finishing the call?

 

Thank you,

Omar

New Member

Hello Omar,

Hello Omar,

to answer your questions :

1) I suppose this is for the whole system. All agents are impacted?

A: This depends on your configured workflow , if you use only the default workflow , then it is applied everywhere .

2) When I transfert the call to the call survey trigger, the script answers but after some seconds it disconnects. What can be the cause of the disconnect?

A: Try to dial the PostCallSurvey script directly , and check if it has same problem .. usually , it is like any normal script with accept , end .. etc .

i mean try to treat it as separate application with its trigger , application and troubleshoot it alone .

3) How can you notify the agent that the caller accepted the invitation to participate to the call survey after finishing the call?

A:hmm , i don't have any thing in mind that can notify certain agent in main script about the customer choices on the PostCallScript , other than Reports .. where you can have a Custom Call Variable to be mapped with each choice the customer make , and then present that Report to the Agent .. again this is just a thought which i didn't apply anywhere ..

Hope that helps

Thanks A lot,

Ahmed Salah

New Member

Hello Ahmed,

Hello Ahmed,

Thank you for your respons!

What concerns the third question: In the mainscript I ask the caller if he wants to participate in a postcallsurvey at the end of the call. He has the choice between 'yes' or 'no'. This choice has to be known by the agent who threats the call.

I need somehow to notify the agent in CAD that this caller will participate in the call survey so that the agent can take the appropriate action for transferring the call to the call survey trigger.

Thanks,

Omar

 

 

 

 

New Member

Hi Omar,

Hi Omar,

I believe this can be done by associating the answer ( yes or no ) to a call-variable 

then pass this variable to the Agent Desktop ( wither finesse of CAD ) ..

so , now the Agent which answers the call , will see that the Caller pressed "Yes" or "No" in the menu questions before routing to the Agent .

i hope this can help,

Thanks A lot,
Ahmed Salah

New Member

salamalykom Ahmed,

salamalykom Ahmed,

can you help me on this task and how to store the customers response.

Regards,

Sayed Mohamed (openair133@yahoo.com)

appreciate if you can send me your email

Cisco Employee

Look at below thread wherein

Look at below thread wherein I provided a Sample Survey Script few days back:

https://supportforums.cisco.com/discussion/12760656/post-call-survey-106

Regards

Deepak

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