This is a difficult problem to solve. It almost seems it's been made difficult by design - that Post Call Surveys should be anonymous; and that the Business cannot / should not know the agent involved if a bad survey is completed by the caller.
I absolutely know for sure that there are countries in the world where this would be illegal. Germany, for one.
But if you do want to solve this problem, the key to it is the RouterCallKey. When the PCS script is triggered, the RouterCallKey is exactly the same as the original call and call context is preserved.
So you just need the Agent ID written to another table with the RouterCallKey as the primary key and execute an ICM DB Lookup. The only entity that can do this in a timely manner is the agent desktop.
We created a Finesse workflow, triggered by the Delivered event, that called a Web Service, passing over the RouterCallKey and the Agent ID. The Web Service inserted a row in a table in a database where the primary key is the RCK and the data column holds the agent ID.
Since ICM DB Lookup can only operate on a single primary key, and RCKs repeat from day to day, to ensure accurate agent ID data and to avoid primary key constraint violations, we wrote a scheduled SQL job to truncate the table each night at midnight.
Now it's easy. In your ICM PCS script do a DB Lookup passing the RCK and retrieving the agent ID.
This would never have worked if Cisco did not keep the same RCK for the PCS call, but they do.
Regards,
Geoff
