Hi Tony,
The post-call survey won't work if you misconfigure survey's rules and how it matches to interaction, so what I suggest to you is first double check the main configuration and required licenses such as,
1- User has feedback add-on license?
2- Workgroup assigned properly to post call survey's rules?
3- DNIS or ANI did match with <g class="gr_ gr_1024 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="1024" data-gr-id="1024">post call</g> survey?
4- Any custom attributes are being used which might block <g class="gr_ gr_17 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="17" data-gr-id="17">post call</g> survey to be assigned to an interaction?
If all of the above is okay then you have to check what happens to an interaction,
From ICBM > New View > Call Activity > Right click on active interaction > Properties > Logs
Check if Post call is initiated after user end call
Or you might need to have a deeper look at system logs (
SurveyService & TSServer & IP & Notifier) with Interaction ID.
Thanks,
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Youssef Atef
Advanced Technology Solutions Int
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Original Message:
Sent: 06-21-2018 23:23
From: Tony Ying
Subject: Post call survey for inbound call did not work using DNIS rule
Hi Support,
I got a test IVR called IVR-Tony-Inbound-Mandarin and a production IVR called IVR-Conversion_MAN. I uploaded the screenshot for both IVRs.
I applied a post call survey with a rule condition (call to these numbers DNIS: ) to IVR-Tony-Inbound-Mandarin. I made a test inbound call, was present with a survey invitation prompt to choose if i would like to participate in the survey before my call was routed to an agent.
However, i applied the same post call survey to IVR-Conversion_MAN but it didnt work the same way as IVR-Tony-Inbound-Mandarin. There was no survey invitation prompt and the call went straight to Language Menu option
Can someone assist?
Thank you.
Tony
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Tony
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