How to create a Survey Script

[a.i.faruqui]

Hi Our customer want to have survey presented to each callers after t

he Agent hangs up the call. To Evaluate the Callers experience with the Agent? How can we creat the sc

ript like that.

Any input on this matter will be highly Appreciated.

Thanks,

Anis Faruqui...

[Walter Solano]

Hello Anis,

As soon as the call its transfer to the Agent the UCCX has not longer controll of the call, so I dont belive that this can be done in the way that you want but may be another CSC knows if there is a way.

HTH

Please rate this post if was helpful

Walter Solano

CCVP, Cisco UCCX Specialist

[geoff]

If it is going to be done on every call, and there is no need to hide from the agents what is happening, ask the callers up front if they will participate in an after call survey. If they say yes, show this value to the agent; and instead of dropping, they do a blind transfer to a route point. They know the customer won't hang up on them, because they said  they would participate in the after-call survey (well, some will anyway).

On the route point, attach the script for what every survey you want.

If you don't want the agent to know it's more difficult. You may be able to ask agents to transfer EVERY call to the route point, and you carry the caller's original response in a call variable. If they refused, just drop the call (they may have already dropped).

There are certainly some systems out there that make after-call surveys easy. If UCCX is not one of them, raise this with your Cisco liason. Cisco need to know if customers are requesting this feature.

[Ah, see the response above from the UCCX expert, who was typing at the same time as me. Cisco have what you need in the most recent version]

Regards,

Geoff

[a.i.faruqui]

Yes I got that part I want to know how to create that type of script and how to store the customers response.

Thanks,

Anis Faruqui

Sr.Voice Architect

CCVP,CCNP,VCP-69534

NFF,Inc

1023 15th Street , NW, Suite 500

Washington, DC 20005

Cell: 202-716-9960

Office: 202-783-9118

Fax: 202-783-9019

www.nffinc.com

[geoff]

Yes I got that part I want to know how to create that type of script and how to store the customers response.

Just like any UCCX-database integration.

You need to start with a good database design, based on what the customer wants to know, how the updates are done and so on. Is the customer going to provide that? What goes in an UPDATE or INSERT - is it completely anonymous? Are you just pegging counters (100 people said the experience was 5/5, 200 people said it was 4/5 etc)? How many questions do you think you can ask? I would say that 1 or 2 only would work.

Is that your question?

Regards,

Geoff

[a.i.faruqui]

What we want is to write the Customer response on a plain text file. Can we do that?

Thanks,

Anis Faruqui

Sr.Voice Architect

CCVP,CCNP,VCP-69534

NFF,Inc

1023 15th Street , NW, Suite 500

Washington, DC 20005

Cell: 202-716-9960

Office: 202-783-9118

Fax: 202-783-9019

www.nffinc.com

[geoff]

What we want is to write the Customer response on a plain text file. Can we do that?

Why would you do it that way? A database will work far better. You need to be cautious about multiple threads writing to the file at the same time, although that often works OK.

Do you not have the correct licence? I cannot think of another reason.

Regards,

Geoff

[karen.johnson5801]

what license we need to have for Post Call Survey ?

[Deepak Rawat]

Premium License

Regards

Deepak

[karen.johnson5801]

thanks, mind share script here and detailed steps ?

[cristian.munoz]

Dear Anis

Did you solve this issue? I need the same, to create in text file the survey results. :(

[Anwar khan]

Hi  Anis 

I was looking on cumminity for survey script i got one sample script but i am facing some issue in DBwrite step as i found your question so i though you must created if yes then please send me your script..

my requirement same as your.. here is my script 

[Jonathan Schulenberg]

There is no native script that does this. You will need to create one which writes the results from the caller to an external SQL database. As a reminder, databse subsystem access requires a premium license. Answers can be boolean (one for yes, two for no) or rating (one through five) since the caller only has numeric input options.

Starting in CAD 6.6 (CCX 7.0) or 8.0 (CCX 8.0) - sorry, I forgot which version this got added - you can now assign a call control action to the Hangup button in CAD. When the agent presses the button, you can assign a Blind Transfer action to send the call to another CCX application/trigger. This has a few caveats though:

1. The agent has to terminate the call, not the customer.
2. The agent needs to use CAD to terminate the call, not their IP Phone.
   

[Ahmed Khalefa]

Hello Jonathan,

though this is a very old post .. but i have similar requirement from the customer side ..

i wanted to assign a Blind Transfer action to the Answer/Drop button .. i just have the following problems :
-     The Answer / Drop is just one button , so the triggering is done based on which event ? Answer of Drop ?
-     When trying to assign the Blind Transfer option to the Drop action in the Voice Contact Workflow in the Admin it

gives Error ...

[Bill Brown]

Create your survey script.

Create a new application.

Assign it a new trigger.

Create a button on the CAD to transfer the caller to the trigger.

Remove the end call button from CAD and replace it with this button.

Instruct the Agents to use that button to end a call.