Digital Channel Survey is initiated when the agent responds to an email/chat from a customer using the Enterprise Chat and Email gadget. Cisco Webex Experience Management is a Customer Experience Management (CEM) platform that allows you to see the business from your customers perspective. It provides customer journey experience using the CEJ omni-channel gadget. To learn more about Webex Experience Management, see https://xm.webex.com/docs/ccoverview/.
With Webex Experience Management, HCS for CC supports:
Customer experience surveys - Set up and send surveys to customers, after an interaction, to collect feedback about their interaction.
Customer Experience Journey (CEJ) gadget - Displays all the past survey responses from a customer in a chronological list. The agent and supervisor use this gadget to gain context about the customers past experiences with the business and engage with them appropriately.
Customer Experience Analytics (CEA) gadget - Displays the overall experience of the customer interaction with agents using industry-standard metrics such as NPS, CSAT, and CES or other KPIs tracked within Experience Management. This gadget is available for agents and supervisors.