You just use Post Call Treatment to send calls to a survey application and then store each result as an Enterprise Variable. You can then create a Call Custom Variable report using those parameter names to display the results.
On Thu, Sep 20, 2018 at 4:47 AM Ahmed Abd EL-Rahman < [email protected]> wrote: > Hi Brian, > > Your idea doesn’t need external DB or premium license? Could you please > give me more details on callflow/scripting/reporting to achieve the needed > results. > > > > > *BR* > *Ahmed Abd EL-Rahman* > *Senior Network Engineer* > > Sent from my iPhone > > On Sep 20, 2018, at 1:57 AM, Brian Meade <[email protected]> wrote: > > 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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