POST-CALL SURVEY - UCCX 11.6 and 12.5(1)

[dsobrinho]

Hi guys,

I have never implemented a post call survey before, I have a demand from a customer, he wants only one question with an evaluation grid from 1 to 5 where 1 is bad and 5 is excellent.

I am not a database expert, and my biggest difficulty in the college was modeling database. I really appreciate if anyone has an easy example of script and database that I can use, and what parameters I need to pass in the script so that the agent can transfer the call to the post-call-survey script or samething that automate this ?

Best regards

[Elliot Dierksen]

I am not aware of a way to force a call to a survey in CCX. The agent would have to transfer the caller there. My suggestion would be to have the caller input stored in one of the ten custom call variables or in caller entered digits. That way you could write some reports to pull it from the ccx database.

[dsobrinho]

Hi @Elliot Dierksen 

Maybe is not necessary use a database. If I can using the Custom Variables (ten fields) to store the results.
Would you have a script example ? This can be stored in historical report as well?

[Elliot Dierksen · Accepted solution]

I don't have a report example. The custom variables are stored in the UCCX/CUIC database, so they would appear on any stock reports that include those variables. This is a more complicated survey script excerpt, but it should give you an idea of how it is done.

[dsobrinho]

Hi guys,

I have not sure if the report is map the correct information. Can someone help?

[dsobrinho]

Hi team,

I got it. Now it is working fine.

[JoseBaldomar]

Would you be so kind to share the script for that one?

I know that you store data with Set Enterprise Call Info and then it does a blind transfer to the other Application, however, I do not know how to retrieve the previous information before storing the feedback options into another Call Variable.

[Alejandro Robles]

Hi Daniel. Thank you for your Screen sharing. How do you get the "Agent Name"? Is the only piece of info that is missing in my report. Regards.

[yllanes]

Could you please share a exemple of the script to send the variables to teh UCCX Database?.

Thank you

[vmandri]

This report looks great. Can you share the script please?

[bill.king1]

@vmandri , does this Cisco example give you what you need?
https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html 

[vmandri]

This looks great too. I will test it out. 

Thank you