We'd like to implement IVR feature for Call Center. Requirement:
- when customer call to Call Center, after conversation complete (between agent and customer), agent will ask customer whether they have time to provide feedback or not. If yes, then agent will transfer customer call to another IVR (prompt) which ask customer and customer will response to thoes questions by press 1 or 0 (1 for satisfied, 0 for not satified).
- And build report for that IVR feedback
We are using IPCC Express Enhance version 4.0. Does anyone here know whether this version can implement something like that? If we can implement something like this with the current version we use, how do we do it? Any idea?
Couple of ways to do this:
It's possible with enhanced if you wrote some custom Java to maybe take the input and write it to a txt file or run a stored proc or something like that. If you had Premium you could do it all using DB Write steps within the script itself fairly easily (that's if you want to store it to a DB somewhere).
An alternative (which only works very well for a very small number of questions) is to set aside a call variable for the question and assign it a value based on the user input. Then you could run the Call Custom Variables Report with the filter of the particular call variable value to find out all the people who selected a particular answer.
A final alternative I can think of is creating separate applications for reporting purposes ie create an app like Survey_Satisfied and Survey_Unsatisfied which don't really do much but you send the call to those applications based on the caller selection before terminating the call then you can run an Application Summary report to find out how many people selected the satisfied or unsatisfied option.
yes i think it is good to upgrade your ipcc to pre and to use odbc to write your report into external DB
Or check CVP 8.5 post call survey on cvp data sheet