This document was generated from CDN thread
Created by: Jin Tiam Loh on 13-12-2013 11:21:12 AM
Hi all,
Anyone has deployed Post Call Survey is production so far? How do you cater for the scenarios below?
One of the business challenge is the requirement to have the ageng hangup the call first as the trigger for PCS. In majority of the environment, agents are not allowed to hangup while customer is on the call and must wait till the customer ends the call before wrap up, etc. Another implication is we also want to track which agents hangup intentionally while the call is ongoing which will result in customer being routed to PCS call flow.
Thanks!
-JT-
