I understand that we can conduct a post call survey in UCCX. Agent does a blind transfer by pressing an end call button. Can CUIC generate regular report of customer satisfaction survey rating ?
Second question, in case of PCCE, we can have a post call survey. Can you please mention that how this survey is different than UCCX and if CUIC can generate a report of customer satisfaction survey rating ?
How and where survey response is stored in UCCX and PCCE case?
Post-call surveys can be designed in CVP and results stored in Termination Call Detail record's 10 variables in the PCCE database. Reporting will require a custom report.
Post-call surveys can be designed in CCX and results stored in Call by Call Detail record's 10 custom call variables in the CCX database. One can pull the “Call Custom Variables Report” but interpretation lies with the customer. Custom reports can be generated based on the same data. Also more complex survey results can be stored in an external enterprise DB.
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