You can do it with Call Custom Variables Report and using Enterprise Parameters as a cheap/quick solution.
On Wed, Sep 19, 2018 at 3:53 PM Tooze-Froggatt, Peter (ISS) < [email protected]> wrote: > Hi Ahmed, > > > > In order to do this, I would recommend using an external database to store > your results from the survey. You will need CCX Premium license in order to > use the database subsystem. Essentially, you need to direct the call to > another application when the call is hung up by the agent who answered the > call, so they would need to say ‘please hold whilst you’re directed to the > survey’, they hang up the call and the call is transferred to the survey > script. > > > > Two great posts on the Cisco forums that details this, with examples, are: > > > > > https://community.cisco.com/t5/contact-center/post-call-survey-10-6/td-p/2804109 > > > > and > > > > > https://community.cisco.com/t5/contact-center/postcall-survey-help-with-uccx7/td-p/2417969 > > > > You would setup an SQL server and have the results be written to that. You > can then query and parse the information into whatever format you require. > > > > You may also want to look at this for post call treatment, which is how to > get that call to the post call script: > > > > > https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html > > > > Kind Regards, > > > > Peter Tooze-Froggatt > > > > ISS Network Specialist – Telephony and Unified Communications > > Lancaster University > > > > +44 01524 510019 > > > > *From:* cisco-voip <[email protected]> *On Behalf Of *Ahmed > Abd EL-Rahman > *Sent:* 19 September 2018 08:00 > *To:* [email protected] > *Subject:* [cisco-voip] Cisco UCCX question > > > > Hi Gents, > > > > I have a setup of UCCX 11.6 and I’d like to know the requirements of > implementing a feature to enable the caller to have a an audio survey and > export reports based on the caller inputs. > > -Scenario: > > After Call Center agent finishes talking to the caller he diverts the call > to the a script (a survey) asking the caller some questions and records his > answers which is normally numbers indicating he caller evaluation of the > service he got from the agent. > > After that reports should be exported indicating how callers evaluate each > agent. > > > > So here is my questions: > > - How to implement this setup (even an overview). > > - Does this setup needs integration with any type of external servers or > it can be implemented using only the existing UCCX servers? > > - What’s the needed license level (enhanced, premium,.....) to implement > that setup? > > > > Thanks > > > > > > *BR* > > *Ahmed Abd EL-Rahman* > > *Senior Network Engineer* > > > > Sent from my iPhone > _______________________________________________ > cisco-voip mailing list > [email protected] > https://puck.nether.net/mailman/listinfo/cisco-voip >
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