Post Call Survey Configuration

Setting up post-call surveys is a very simple process. Follow the steps found below:

EXPERIENCE MANAGEMENT - CONFIGURE SURVEYS FOR IVR AND DIGITAL CHANNELS FOR WEBEX CONTACT CENTER

Here are some critical pieces to ensure your survey configuration functions properly:

1. All survey results can be found in Control Hub | Contact Center | Surveys, and click the download button for the survey in question.

2. TTS is not yet available for surveys, so you will need to prepare your media files for the following:

   1. Survey greeting

   2. Survey questions

   3. Thank you message

   4. Invalid input message

   5. Timeout message

   6. Maximum invalid inputs message

3. Add a Set Variable node in the flow where you want to present the survey, and set the Global_FeedbackSurveyOptin to True. Without this variable, your survey will never initialize in after the agent disconnects.

4. Many customers present an option to callers to opt into a survey. This can be accomplished through a Menu node, where the opt-in outcome is directed to the Set Variable node for the Global_FeedbackSurveyOptin variable.

5. Remember surveys are presented to callers when the agent disconnects. This means you setup the survey in the Event Flow under the Agent Disconnect event.