Lawrence,
How do you get the call to Survey Dynamix?
I'm working on a proof-of-concept project with a customer. We've got the Survey Dynamix app installed. in the customer ORG. I've got an Inbound script created that pops in the agent screen on the inbound call. In that script I put a Button with a Blind Transfer action that transfers the call to SDX across the SIP trunk they had us build to them. The transfer is also passing the UUI Data that SDX said they needed with the call. Note that I am assuming the agent will obediently click this Transfer button to send the call to SDX for survey.
This process is working fine, except that when the survey ends, the original inbound call is not getting connected. We looked at pcaps and the SDX guys say they are sending a BYE message but not getting an ACK back. From the agent's perspecitve the call has already disconnected once they clicked that Blind Transfer. But me making inbound test calls and responding to the survey, never hears the call disconnect, I have to do it from my end, which we don't want. The SDX guys seem to be out of ideas on how to fix this. I'd think it has something to do with SIP REFER or REINVITE where the Edge handles the routing of the BYE back to the original Inbound call, but I'm stumped.
But I really don't want to depend the agent to transfer the call to SDX. How do you automatically have the agent disconnect and the inbound call be connected to SDX? Is there some kind of custom action you create for the disconnect that will send to an outbound flow or something? I don't see anyway in Architect to do this?
Any advice would be appreciated.
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Greg Beal
ConvergeOne
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Original Message:
Sent: 03-23-2018 22:01
From: Lawrence Drayton
Subject: It is possible to create a post call survey in architect?
We use Survey Dynamix for this - and it's an amazing product and easy to use, integrated with Purecloud so you can have different surveys based on the call type, wrap up etc. Pretty amazing stuff that is a lot better than a generic NPS; It can do the surveys over call both in and outbound, email or SMS.
It's on the app foundry and the guys that run it are super supportive and help with anything you need. Because it links to PC it takes a lot of data from the interaction that you can use to personalise the surveys and have usable data for your agents.
Anyway, I sound like a salesman for the company, but I just use it and have not looked back!
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Lawrence Drayton
OVO Mobile (My Mobile Data)
Original Message:
Sent: 01-30-2018 19:36
From: Peter Dimatulac
Subject: It is possible to create a post call survey in architect?
Hi All
We are starting to measure 'net promoter score' in our business, as such we need to implement a post call survey for inbound and outbound interactions.
For inbound, I'd like a message played upfront before the call queues to an agent saying:
"We value your feedback, if you'd like to leave feedback, please wait on the line at the end of your call".
If the customer waits, a post call survey message is played where the customer is asked to press a number to rate the call.
For outbound, we want to apply the same concept however the agent will say "please wait on the line to answer our survey" rather than an initial recorded message.
Is this possible? If so, is this complex or can this call flow be easily created?
Thanks