Post Call Survey
A Post Call Survey takes place after the call. Typically, you use the survey to determine whether a customer was satisfied with the call experience. You configure a call flow that sends the call to a DNIS for the Post Call Survey after the agent disconnects from the caller.
Your VRU asks callers whether they want to participate in a Post Call Survey. If they choose to do so, they are automatically transferred to the Post Call Survey after the call flow completes.
Post Call Survey Use Case
The caller is typically asked if they want to participate in a survey after the call. Your solution can determine based on dialed numbers to invoke the post call survey at the end of a call. When the customer completes the conversation with an agent, the customer is automatically redirected to a survey. When the agent ends the call, it initiates the Post Call Survey.
A customer can use the keypad on a touch tone phone and voice with ASR/TTS to respond to questions asked during the survey. For the solution, the post call survey call is just like another regular call. The Post Call Survey retrieves the call context information from the original customer call.
Post Call Survey Design Impacts
Observe the following conditions when designing a Post Call Survey:
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A Post Call Survey initiates when the last agent ends the call. The call routing script launches a survey script.
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The mapping of a dialed number pattern to a Post Call Survey number enables the Post Call Survey feature for the call.
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The value of the expanded call variable user.microapp.isPostCallSurvey controls whether the call transfers to the Post Call Survey number.
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If user.microapp.isPostCallSurvey is set to y (the implied default), the call transfers to the mapped post call survey number.
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If user.microapp.isPostCallSurvey is set to n, the call ends.
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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.
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You cannot have a REFER call flow with Post Call Survey. REFER call flows remove Unified CVP from the call. But, Post Call Survey needs Unified CVP because the agent has already disconnected.
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For Unified CCE reporting purposes, the Post Call Survey call inherits the call context for the initial call. When a survey starts, the call context of the customer call that was transferred to the agent replicates into the call context of the Post Call Survey call.
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The expanded call variable isPostCallSurvey will be cached only when the UCCE router generates a label for CVP.