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CCX 11.6 Time-delayed Post Call Customer Satisfaction Survey

Jozef Ormandik
Level 1
Level 1

‎07-31-2018 07:02 AM - edited ‎03-15-2019 06:40 AM

Hello Community,

I am facing the following customer request: they want to automatically make a post call satisfaction survey with DTMF-based answers and CUIC reportable (Call Custom Variables Report will be sufficient) but the survey has to be placed automatically for example 2 hours later.

 

This thread is very helpful: https://community.cisco.com/t5/contact-center/uccx-9-0-2-post-call-customer-satisfaction-survey/m-p/2393786/highlight/true#M74067 but on top of that I need to automatically make a outgoing call to the callers after a specified amount of time (e.g. 2 hours but constant for all surveys) therefore from my point of view CCX 11+ PostCallTreatment feature cannot be used. In other words the call survey should be "time-delayed".

 

How to make it with CCX please?

Customer has UCCX 11.6 with Premium license.

Thank you very much in advance.

-Jozef

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Ammara Bokhari
Level 4
Level 4

‎08-13-2018 01:50 AM

Hi Jozef, 

We have a post collaboration survey solution that can serve your purpose of dialing a delayed callback survey. You may find the details of the solution here

Let me know if you're interested. 

@Jozef Ormandik wrote:

Hello Community,

I am facing the following customer request: they want to automatically make a post call satisfaction survey with DTMF-based answers and CUIC reportable (Call Custom Variables Report will be sufficient) but the survey has to be placed automatically for example 2 hours later.

 

This thread is very helpful: https://community.cisco.com/t5/contact-center/uccx-9-0-2-post-call-customer-satisfaction-survey/m-p/2393786/highlight/true#M74067 but on top of that I need to automatically make a outgoing call to the callers after a specified amount of time (e.g. 2 hours but constant for all surveys) therefore from my point of view CCX 11+ PostCallTreatment feature cannot be used. In other words the call survey should be "time-delayed".

 

How to make it with CCX please?

Customer has UCCX 11.6 with Premium license.

Thank you very much in advance.

-Jozef

 

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