Cisco Packaged Contact Center Enterprise Features Guide, Release 10.5(1)
Post Call Survey
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Post Call Survey

Post Call Survey

Capabilities

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.


Note


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.

Design Considerations

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.

Initial Setup

To set up the Post Call Survey feature:

Procedure
    Step 1   Configure one or more CVP media servers. See CVP Media Server.
    Note    You can use the same set of CVP media servers for all Packaged CCE optional features. If CVP media servers were already configured for other features, skip this step.
    Step 2   Create one or more survey scripts and add the files to the CVP media servers. See Create a Survey Script.
    Step 3   Configure the Unified CVP call server for Post Call Survey. This step enables the post call survey feature for specific dialed number patterns. It also maps incoming dialed number patterns to survey dialed number patterns. See Configure the Unified CVP Call Server for Post Call Survey.
    Step 4   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.
    Step 5   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.

    Create a Survey Script

    To create a survey script or application that queries the caller for information, use the CVP Call Studio tool. See the Unified Call Studio Installation and Call Studio Custom Voice Application chapters in the document Getting Started with Cisco Unified Customer Voice Portal.

    What to Do Next

    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.

    Procedure
      Step 1   Access the CVP Operations Console by typing https://<OAMP_server_IP>:9443/oamp.
      Step 2   Select System > Dialed Number Pattern.

      The Dialed Number Pattern window opens.

      Step 3   Click Add New.
      Step 4   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.)
      Step 5   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.

      Step 6   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 completes.

      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.

      Step 7   Click Save to save the Dialed Number Pattern.

      You are returned to the Dialed Number Pattern page.

      Step 8   Click Deploy to deploy the configuration to all Unified CVP Call Server devices.

      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


      Note


      • 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.


      Procedure
        Step 1   On the Unified ICM Administration Workstation, using configuration manager, select the Expanded Call Variable List (ECC) tool.
        Step 2   Create a new ECC variable with Name:user.microapp.isPostCallSurvey.
        Step 3   Set Maximum Length: to 1.
        Step 4   Check the Enabled checkbox. Then click Save.

        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 off Post Call Survey in the script by setting user.microapp.isPostCallSurvey to n. You can later re-enable Post Call Survey in the same path of the script by setting this variable to y.

        Step 5   Select Manage > Call Types.
        Step 6   Add the call type for Post Call Survey, and click Save.
        Step 7   Select Manage > Dialed Numbers.
        Step 8   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.
        Step 9   Click Save.
        Step 10   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 step.
        Note   

        The 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.


          Note


          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 Send to Script 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.

          • Configure the 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

        Get Survey Results

        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 database.

        Procedure
          Step 1   In the CUIC Reporting tool, connect to the CVP database. For more information on how to configure a Data Source, see the User Guide for the Cisco Unified Intelligence Center Reporting Application.
          Step 2   Create a query that identifies survey calls, gathers call information from those calls, and extracts data related to specific survey dialed numbers:
          1. In the Call_Type table, test for Event_Type = Post_Call_Survey.
          2. If true, use that entry's call information to query the VXML_Element table and get the VXML data for the call.
          3. In the VXML data, you can identify the exact survey that a caller participated in from the dialed number used to place the Post Call Survey.
          Step 3   To report on the results of a particular survey, collate the VXML data for all calls with that survey's dialed number.
          Step 4   To identify answers to survey questions, in the CauseRef table, the CauseID is 20, and the Cause is Post Call Answer.