01-25-2021 06:16 AM
How disable post call survey after agent transfer call?
UCCE 11.5, CVP 11.5
01-25-2021 07:54 AM
01-25-2021 12:09 PM
I need to turn off the PCS on calls where the agent made the transfer to PSTN
01-25-2021 01:24 PM
As far as I remember to trigger the post-call survey feature you need to fulfill two things:
Because we are unable to change condition 1 we need to focus on the second one. In my opinion, you have 2 possibilities, which I haven't tested but might work:
01-25-2021 02:24 PM
already tested both options, unfortunately they do not work
01-25-2021 05:12 PM
You will likely either need to update your Peripheral Variable to update the content and when it goes to the PCS script, if you see that value (i.e. PV8=Transfer) don't do the PCS.
Not sure how much volume you have transferred out/to how many destinations, but I also believe if the agent transfers the call and it hits another Send to VRU type node, you can reset the PCS value to N and avoid it that way.
Neither way is really good, but you may be able to make it work.
01-25-2021 05:34 PM
If both were tested then I can only recommend the following approach (that I have used with my teammates in the past):
How to determine that the call is allowed for PCS - here you can use a more complex logic that can be build based on the CV values - for example, DNIS, Finesse call type, skill name, PV1-10 values, ECC values. All is up to you.
We used this approach to cover the gap of PCS in manual outbound calls for UCCX - here is a link to the video: Link
01-25-2021 11:50 PM
Thanks. Now that's exactly how I implemented.
But maybe there is a way of standard implementation.
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