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  • 1.  Multi-language survey

    Posted 02-23-2022 11:03
    Community,

    I was wondering how I can implement a multi-language survey when my queues are NOT language specific?

    I have topic-related queues setup where I have agents that speak both dutch and french.

    However, whenever I set the policy for the survey, I cannot distinguish dutch from french calls AND I have to set a survey form (which is not multi-language, correct?)

    How do i solve this WITHOUT having to setup language specific queues?


    rgds,

    Tommy
    #Ask Me Anything (AMA)
    #ArchitectureandDesign
    #ConnectwithaCustomer(NEW)
    #QualityManagement
    #Routing(ACD/IVR)

    ------------------------------
    Tommy Braes
    CX Consultant
    Proximus PLC
    tommy.braes.ext@proximus.com
    ------------------------------


  • 2.  RE: Multi-language survey

    Posted 02-23-2022 14:33
    Do customers make a selection in the inbound IVR to identify which language they want the menu prompts read back to them?

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    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------

    Original Message


  • 3.  RE: Multi-language survey

    Posted 02-24-2022 02:29
    Yes they do.

    Sensitivity: Internal Use Only - Only for Proximus business use. See more on https://www.proximus.com/respect-confidentiality




    Original Message


  • 4.  RE: Multi-language survey

    Posted 02-23-2022 20:08
    What if when the user selects the language in the call flow, you also add a wrap-up code for the language.  Then, set a recording policy to look for that wrap-up code and set the survey for the language chosen.  Let me know if you are not following.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Multi-language survey

    Posted 02-24-2022 02:31
    I get you. But we are already using wrapup codes, so that is not a go.

    Thanks for the input though!

    ------------------------------
    Tommy Braes
    CX Consultant
    Proximus PLC
    tommy.braes.ext@proximus.com
    ------------------------------

    Original Message


  • 6.  RE: Multi-language survey

    Posted 02-24-2022 05:51
    Actually, this could solve it. I can set wrapup in the flow and the agent can still use wrapup. The one I set will still be attached to the call.

    ------------------------------
    Tommy Braes
    CX Consultant
    Proximus PLC
    tommy.braes.ext@proximus.com
    ------------------------------

    Original Message


  • 7.  RE: Multi-language survey

    Posted 02-24-2022 09:10
    Yup. Robert headed where I was going. Also, interestingly - Wrap Up codes set in the IVR will show up in the Interactions Performance View, but they do not show up in the Wrap Up Performance views. Only the wrap up code attached to the Agent participant is displayed in the Wrap Up Performance view.

    ------------------------------
    Peter Stoltenberg
    Avtex Solutions, LLC
    ------------------------------

    Original Message


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