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. Step 1, from Contact Center Control Hub, click on “Suerveys” and then “Create new Survey”

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2. Select IVR or Digital, for this instruction we will build a IVR Survey. Give your survey a name and click Next.

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3. TTS is not available for surveys are this time 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

Add in your wav files for each greeting/question:

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Completed Look:

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4. 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.

5. 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.

6. 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.

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