Is there a way to give a customer a survey while their in the queue

[heathcoit]

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.

[Tanner Ezell · Accepted solution]

Of course.

Simply put the steps under the Queued branch.

On Fri, Nov 12, 2010 at 11:39 AM, heathcoit

[david.macias]

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

[geoff]

What exactly is the point of the survey?

• Do they like the music in queue?
• Does the 'all agents are busy helping other customers, your call is important to us' message sound sincere?
• Does the voice talent have a nice personality?

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

[heathcoit]

our customers are fine with our hold music

survey would be short and sweet.

I didn't see any good options for a post call survey in UCCX

[Luis Yrigoyen]

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.

[heathcoit]

thanks Luis,

That's a really good idea

[geoff]

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