So this setup doesn’t need external DB or premium license (we have enhanced license)? Or all this can be done using only the CCX server ?
BR Ahmed Abd EL-Rahman Senior Network Engineer Sent from my iPhone On Sep 21, 2018, at 12:34 AM, Brian Meade <[email protected]<mailto:[email protected]>> wrote: 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]<mailto:[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]<mailto:[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]<mailto:[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]<mailto:[email protected]>> On Behalf Of Ahmed Abd EL-Rahman Sent: 19 September 2018 08:00 To: [email protected]<mailto:[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]<mailto:[email protected]> https://puck.nether.net/mailman/listinfo/cisco-voip
_______________________________________________ cisco-voip mailing list [email protected] https://puck.nether.net/mailman/listinfo/cisco-voip
