A Post Call Survey takes place after normal call
treatment. It is typically used to determine whether customers are satisfied
with their call center experiences. This feature lets you configure a call
flow that, after the agent disconnects from the caller, optionally
sends the call to a Dialed Number configured for a Post Call Survey.
The Unified CCE script can
enable and disable Post Call Survey on a per-call basis by testing for conditions and setting an expanded call variable that controls post call survey. For example, the script can invoke a prompt that asks callers whether they want to participate in a survey. Based on the caller's response, the script can set the expanded call variable that controls whether the call gets transferred to the Post Call Survey dialed number.
The Post Call
Survey call works just like a regular call from the Unified CCE point of view. Scripts can be invoked and the customer can use the
keypad on a touch tone phone and/or voice with ASR/TTS to respond to questions
asked during the survey. During Post Call Survey, the call context information
is retrieved from the original customer call.
The call context for the post call
survey includes all context up to the point where the call is transferred to
the agent. Context that the agent creates after the transfer is not included in
the post call survey context.
Observe the following conditions when designing the Post Call Survey feature:
A Post Call Survey is triggered by the hang-up event from the last agent. When the agent hangs up, the call routing script launches a survey script.
The mapping of a dialed number pattern to a Post Call Survey number enables the Post Call Survey feature for the call.
The value of the expanded call variable user.microapp.isPostCallSurvey controls whether the call is transferred to the Post Call Survey number.
If user.microapp.isPostCallSurvey is set to y (the implied default), the call is transferred to the mapped post call survey number.
If user.microapp.isPostCallSurvey is set to n, the call ends.
To route all calls in the dialed number pattern to the survey, your script does not have to set the user.microapp.isPostCallSurvey variable. The variable is set to y by default.
To test for conditions and dynamically route calls to the survey based on the results of the test, your script must explicitly set user.microapp.isPostCallSurvey to y and n as appropriate.
REFER call flows are not supported with Post Call Survey. (The two features conflict: REFER call flows remove Unified CVP from the call; Post Call Survey needs Unified CVP because the agent has already disconnected.)
For Unified CCE reporting purposes, when a survey is initiated, the call context of the customer call that was just transferred to the agent is replicated into the call context of the Post Call Survey call.
Configure Unified CCE for Post Call Survey. This step adds a required expanded call context variable, adds a new call type for Post Call Survey, and associates your survey dialed number patterns (created in the previous step) to the survey call type. See Configure ICM for Post Call Survey.
Modify your Unified CCE call routing scripts to launch the survey scripts. The scripts can optionally contain nodes that test for conditions and dynamically control whether a call is transferred to the survey. See Modify CCE Scripts for Post Call Survey.
Map CVP dialed number patterns to the survey script numbers.
Configure the Unified CVP Call Server for Post Call Survey
In the following procedure, you enter a dialed number pattern for the inbound call and a dialed number pattern for the post call survey. In both cases, the patterns can use alphanumeric characters and wildcard characters such as the exclamation point (!), asterisk (*), and single digit matches such as the letter X or period (.). The pattern can end with an optional greater than (>) wildcard character. The maximum length of the dialed number pattern is 24 characters.
Access the CVP Operations Console by typing https://<OAMP_server_IP>:9443/oamp.
Select System > Dialed Number Pattern.
Number Pattern window opens.
Click Add New.
Enter a pattern in the Dialed Number Pattern field. This is the incoming Dialed Number for calls
that you want to direct to a Post Call Survey.
Make sure that dialed number patterns entered here are unique. (An incoming dialed number can not be associated with multiple survey numbers.)
Check Enable Post Call Survey for
Incoming Calls. This action enables post call surveys for all incoming calls with the specified dialed number pattern.
The Survey Dialed Number Pattern field appears.
In the Survey Dialed Number Pattern field, enter a dialed number for the Post Call Survey. This is the dialed
number to which the calls should be transferred to after the normal call flow
Record the number you have entered. In the next task, you create this dialed number in CCE Administration and create a call type to associate with this dialed number.
Click Save to save the Dialed Number Pattern.
You are returned to the Dialed Number Pattern
Click Deploy to deploy the configuration to all Unified CVP Call
Configure ICM for Post Call Survey
Configuration is not required on Unified ICM to use Post Call Survey, however, you can turn the feature off (and then on again) within an ICM script by using the ECC variableuser.microapp.isPostCallSurvey and a value of n or y (value is case insensitive) to disable and re-enable the feature.
Configure the ECC variable to a value of n or y before the label node or before the Queue toSkillgroup node. This sends the correct value to Unified CVP before the agent transfer. This ECC variable is not needed to initiate a Post Call Survey call, but you can use it to control the feature once Post Call Survey is configured using the Operations Console. As long as a DN is mapped in the Operations Console for Post Call Survey, the call will be automatically transferred to the configured Post Call Survey DN
The Post Call Survey DN is called if the Unified CVP has received at least one CONNECT message from ICM (either from the VRU leg or from the Agent leg). Use the END node in your ICM script if the Post Call Survey is not required for the calls disconnected from the IVR.
If Router Requery is configured incorrectly and the Ring-No-Answer timeout expires, the caller is still transferred to the Post Call Survey DN. This can occur if a Queue node is used and Enable target requery is not checked.
On the Unified ICM Administration Workstation, using
configuration manager, select the
Expanded Call Variable List (ECC) tool.
Create a new ECC variable
Maximum Length: to 1.
Enabled checkbox. Then click
In your Unified ICM scripts, remember that, at script start, the
default behavior of Post Call Survey equals
enabled, even if
user.microapp.isPostCallSurvey has not yet been set in the
script. You can turn
Post Call Survey in the script by setting
n. You can later re-enable Post Call Survey in the same path
of the script by setting this variable to
Manage > Call
Add the call type for Post Call Survey, and click
Manage > Dialed
Create Dialed Numbers with Routing Type External Voice for each
of the Post Call Survey Dialed Number Patterns created in CVP and associate
them to the Post Call Survey Call Type you just added.
If you added the new expanded call variable, you must restart the
active generic PG (side A or B) to register the new variable.
If the expanded call variable already existed, you can skip this
user.microapp.isPostCallSurvey setting takes effect on CVP
only when it receives a connect or temporary connect message. Therefore, if you
do not want the survey to run, without first reaching an agent (such as 'after
hours of treatment'), you must set the isPostCallSurvey to
n before the initial 'Run script request'.
Modify CCE Scripts for Post Call Survey
In Script Editor, modify your CCE call routing scripts for incoming calls as follows:
Add nodes to invoke the call studio survey script, if needed. The following notes explain when you might need to explicitly add nodes to call the survey script.
If a DN
is mapped in the Operations Console for Post Call Survey, the call is
automatically transferred to the configured Post Call Survey dialed number.
The Post Call Survey dialed number is only called if the script ends with a call to
an agent. If the script completes without
going to an agent then the call is not directed to the Post Call
Survey dialed number . In these cases, you can, for example, use a
node in your Unified CCE script to direct the call to the
Post Call Survey script.
Optionally, you can add nodes in the script to test for conditions for which you want to turn the survey off.
To dynamically control whether the survey is offered to callers, you must explicitly set the user.microapp.isPostCallSurvey expanded call context variable to y and n.
To offer the survey to all callers, you do not need to set the variable in the script. It is set to y by default.
expanded call context variable to a value of n or y
before the Queue to Skillgroup node. This sends the
correct value to Unified CVP before the agent transfer.
The following example calls a script that asks callers if they want to participate in a survey. The script then sets the user.microapp.isPostCallSurvey variable according to the caller's response.
Create a routing script for the Post Call Survey Call Type to play your survey script or application to the caller. The following script is an example:
Administration and Usage
For reporting purposes, in
both the CVP and the CCE databases, a post call survey call has the same
RouterCallKey, Call GUID, and call context as the original inbound call.
To obtain survey
results, you query or create a report that gathers survey data from the CVP