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New Member

UCCX 9.0.2 - Post Call Customer Satisfaction Survey

Has anyone ever built a script in UCCX to handle a post call customer satisfaction survey where the user would hear a question and then press 1 for yes, 2 for no, or weigh the service on a scale from 1 - 5?

I am sure something like this is very feasible but not quite sure how or where to start.  Does anyone have any sample scripts or can point me in the right direction for where I might be able to find a script to handle a post call survey.

We are using UCCX 9.0.2 with Cisco Unified CCX Enhanced licensing.

Thanks!

Paul

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New Member

UCCX 9.0.2 - Post Call Customer Satisfaction Survey

Hi Paul,

 

I have attached a script that I have recently worked on but requires Premium licensing for database writes, which I then report on via an Excel spreadsheet with an ODBC connection for live refresh of the data and update of charts. However, being as you have only Enhanced licenses, the script also includes Enterprise Call Info variables for each answer (Y/N), which are then written to the CCX database and can be reported on via CUIC using the Custom Call Variables report and filtered on "survey" (I then created a custom report on CUIC based on the CCV report and modified the columns to only show the callers number, application and survey answers - Var1, Var2, Var3 etc).

 

Also, the script reports on abandon points so admins can easily see where callers get fed up and drop the call and it is flexibly designed so that it can be either called directly or have an agent transfer a caller to it (directly or via CAD custom function button) and include the Agent ID and CSQ the caller called into. You could also, easily adapt the script to report on agent performance with 1-5 ratings for example, instead of Y/N answers that I have used.

 

An image of the Excel report I use is shown below:

 

Regards,

Rob

35 REPLIES
VIP Super Bronze

UCCX 9.0.2 - Post Call Customer Satisfaction Survey

We have covered this on the forums many times; I suggest poking around the search button for a while.

At a very high level, you associate the End Call button in CAD to a workflow macro that transfers the caller to another application. That application is just a normal IVR script with Explicit Confirmation / Menu / etc. options to collect answers. Where you store the data is up to you but most have an external database.

Related thread I answered a few days back:

https://supportforums.cisco.com/message/4113073#4113073

Please remember to rate helpful responses and identify helpful or correct answers.

New Member

perfect with cad, but if the

perfect with cad, but if the agent end phone call on your hardphone? in this case the call is not sent to the survey, How can I do it?

thanks a lot!!!!

Hi,you can add a button on

Hi,

you can add a button on CAD, this button will  transfer the caller to survey script

HTH

Anas

don't forget to rate the helpful posts

New Member

Anas, thank for your help,

Anas,

 

thank for your help, but what happen when agent release the call from his hardphone? not from CAD button.

 

thanks

AJ

You need to agent to transfer

You need to agent to transfer the call to the post survey manually.

you can let the agent transfer the call from the phone as normal extension.

or normal transfer from the CAD.

for ease of use configure that button in the agent Desktop

HTH

Anas

don't forget to rate the helpful posts

New Member

Anas,when agent drops the

Anas,

when agent drops the call from his hard phone, exist any configuration to send call automatic to survey?

I understood CAD operation and configuration but my customer migrate from Avaya and they need send call to survey automatic when agent drops calls

This feature in Avaya environment is called Return Destination, my customer used this feature and now they are looking the same behavior on Cisco

 

thank

AJ

Hi,try to configure blind

Hi,

try to configure blind transfer rule with answer/drop buttion in the CAD to transfer the call to post call survey

HTH

Anas

don't forget to rate the helpful posts

New Member

I've uploaded to SendSpace

I've uploaded to SendSpace again Anas so you can download from here:

 

https://www.sendspace.com/file/zjflx0

 

Rob

New Member

Thank you very much. Best

Thank you very much.

 

Best Regards

New Member

Hi Rob, So we bassically we

Hi Rob,

 

So we bassically we need create a new SQL database with those specifications on a separate box? And sync with the CCX user? Also agents will need to press a transfer button to hit the survey, correct? 

 

Thanks

Pablo

 

 

New Member

That's correct  Pablo. Create

That's correct  Pablo. Create the DB using whatever columns you need based on the query I used then setup the DB parameters on CCX so that you can write to the DB from the script.

Using a CAD Blind Transfer macro button, the agent can then just transfer the caller to the Survey app trigger.

Transfer method works great with CAD but if anyone is trying with Finesse (CCX10+) then it's a bit more tricky to do this transfer as there are no buttons unless you write a call control gadget or do something with a HTTP macro when the agent ends the call (ie send a HTTP POST back into a CCX HTTP trigger to fire off the Survey trigger).

 

Rob

New Member

Has anyone made it, to get

Has anyone made it, to get this running at Finesse?

New Member

Re: Anas,when agent drops the

I have the same problem, could you solve it?

 

Regards, 

 

Daniel 

UCCX 9.0.2 - Post Call Customer Satisfaction Survey

Hi Paul, as Jonathan already told you, there are many posts about this.

In my case we have a survey script running in a separate application, as Jonathan suggests.

The agents just press a CAD button or transfer the customer with a normal transfer from the ip phone to the application. There, we use a "get digit string step" to get the customer's answers and then send the information via HTTP Post or GET to a web server with the "create url document" step and the "Cache document" step.

HTH

Gabriel.

New Member

UCCX 9.0.2 - Post Call Customer Satisfaction Survey

Are there any posts out there that has a sample survey script attached to them that I can grab and modify?  I have searched through the forums and cannot find any sample scripts for this example.

New Member

UCCX 9.0.2 - Post Call Customer Satisfaction Survey

Hi Paul,

 

I have attached a script that I have recently worked on but requires Premium licensing for database writes, which I then report on via an Excel spreadsheet with an ODBC connection for live refresh of the data and update of charts. However, being as you have only Enhanced licenses, the script also includes Enterprise Call Info variables for each answer (Y/N), which are then written to the CCX database and can be reported on via CUIC using the Custom Call Variables report and filtered on "survey" (I then created a custom report on CUIC based on the CCV report and modified the columns to only show the callers number, application and survey answers - Var1, Var2, Var3 etc).

 

Also, the script reports on abandon points so admins can easily see where callers get fed up and drop the call and it is flexibly designed so that it can be either called directly or have an agent transfer a caller to it (directly or via CAD custom function button) and include the Agent ID and CSQ the caller called into. You could also, easily adapt the script to report on agent performance with 1-5 ratings for example, instead of Y/N answers that I have used.

 

An image of the Excel report I use is shown below:

 

Regards,

Rob

New Member

Is this link still available?

Is this link still available?  

 

Thanks,

 

mm

New Member

Hi MM,FYI, I have enabled a

Hi MM,

FYI, I have enabled a SendSpace link again temporarily so you can access the files here if you still need them.

 

https://www.sendspace.com/file/sjnwh1

 

Rob

New Member

Hi Rob Could you please share

Hi Rob

 

Could you please share the link again? I need a similar feature.

 

Best Regards

Álvaro

New Member

Hi Rob Could you please share

Hi Rob

 

Could you please share the link again? Please..

Oh. so sorry. I already found link below that work .Thank a lots.

https://www.sendspace.com/file/zjflx0

Tor

New Member

Hi Tor, I have now

Hi Tor,

 

I have now permanently attached the script and associated files (zipped) to my original post (under the Survey so you can download from there ;-)

 

 

Rob

New Member

Hi Rob, Could you please

Hi Rob, 

Could you please share the script again? The link is not valid anymore and I found your explanation very interesting...

 

Regards, 

Javier

New Member

Hi Rob  thank you so much for

Hi Rob 

 

thank you so much for share this . our uccx version 9.1 and there is no way can create new DB like you mentioned 

 

Database Details:

SQL Server: HOSTNAME (10.1.1.1)
DB Name: CCSurvey.dbl
DB User (local Windows Account on QMBASE): CCSurveyDBUser
DB User Password: $CCSurveyDBUser$
User account has full DBOWNER rights and used in CCX Survey Script to connect to the SQL CCSurvey database.
CCX Database Connection:
jdbc:jtds:sqlserver://10.1.1.1:1433/CCSurvey
JDBC Driver used: jtds-1.2.5.jar

 

how is it working with version 9.1 ? 

 

thanks 

Justin

New Member

Hi Justin,I just used a MS

Hi Justin,

I just used a MS SQL server to host the database then used a database connection from UCCX (9.0(2) at the time) to write the data. Obviously, Premium licenses are required for the DB connection and the correct JDBC driver for the version of SQL.

 

Rob

New Member

Thanks Rob I will give it try

Thanks Rob
 
I will give it try and let you know if it works .
 
Is it the script you been upload about month ago ?
 
Can we know the agent details and client information ?
Like who answer the call and who did the survey ?
 
Thanks 
Justin 
New Member

Basically, it was designed so

Basically, it was designed so that the agent could ask the caller if they care to take part in the post-call survey, then the agent would transfer the caller to the survey app using a call control button on CAD. Enterprise call info is passed via session variables from the original call to the survey app for reporting on the agent ID and caller number etc.

 

Rob

New Member

Rob,

Rob,

Ive uploaded the script and will be working with our SQL guy to make the connection. My question is how and what do I need to do so I can change this to "press 1, 2, 3, 4, 5" for answers?

Will 5 questions be too many?

Kevin

New Member

Kevin,

Kevin,

it would just be a case of changing the prompt wording, alter  the Get Digit String filter (change from 1,2 to 1,2,3,4,5), then in the Successful branch of the Get Digit String, you could remove or bypass the IF step that I use for "Y/N" as you then already have the answer in the sSurveyQ[digit] variable (as the digit pressed). This digit (answer) will then get written to the SQL and CCX database so you can then report on the grade of the agent using whatever means necessary (eg, the Excel sheet or CUIC Custom Call Variables).

Regarding number of questions then this is down to you but generally callers don't like it to be too long and I've found that any more than 5 makes the caller abandon more often.

Rob

New Member

Rob,

Rob,

I really appreciate this as it is exactly what I need. I've successfully modified it to have 5 questions with 1-5 and everything is in CUIC. This is not being used with Contact Center yet but just a call that came in via a Call Handler.
The last part I'm trying to report is the transfer extension. Currently Call Variable 3 will show the caller to the trigger (good). However when I call in via a cell to an extension, then transfer to the trigger I see the Cell CLID (good). So what I need to do is also show in a different variable the transferring extension as well so I can tell WHO the rep is to tie to then to the survey. Any thoughts?

Kevin

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