11-12-2010 11:39 AM - edited 03-14-2019 06:53 AM
Is there a way to give customers an option to take a quick survey and not lose their place in queue after the survey is done?
We are using UCCX 7.0 enhanced.
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11-12-2010 11:41 AM
Of course.
Simply put the steps under the Queued branch.
On Fri, Nov 12, 2010 at 11:39 AM, heathcoit
11-12-2010 11:41 AM
Of course.
Simply put the steps under the Queued branch.
On Fri, Nov 12, 2010 at 11:39 AM, heathcoit
11-12-2010 12:21 PM
That's very interesting and like it was mentioned it is completely possible. A couple of things to consider. If you have long queue times you will more than likely get negative marks on your survey. If someone takes your survey they might lose their place in queue and might have to wait longer than necessary, if they take a survey might be wise to bump their queue priority. This is actually a pretty cool idea and it would make long queue times actually go by a lot faster for a customer that does take your survey.
david
11-12-2010 01:28 PM
What exactly is the point of the survey?
I'll be serious now - what are you asking in your proposed survey? Typically we have post call surveys, to ask customers how they found the agent interaction. Not sure what a pre-call survey would be.
But if you do want this, make sure the prompt is not interruptible.
Regards,
Geoff
11-12-2010 01:34 PM
11-12-2010 01:50 PM
I would, after the callers agree to the survey, de-queue them, move them to the survey script and then you re-queue them with a higher priority so they get ahead of the ones that decline the survey.
11-12-2010 01:53 PM
11-12-2010 03:42 PM
heathcoit wrote:
our customers are fine with our hold music
I wasn't being serious.
But I am interested to know what you are going to ask them.
Regards,
Geoff
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