Hi Mark,
Fairly straightforward - just create an In Queue Flow and use Collect Input to get the response from the caller. Store the result using Set Participant Data.
Create a new Queue with no members, and on the Voice tab, associate the In-Queue Flow with the queue. Now the agent can blind transfer the call to that queue to give the customer the survey.
Look up your results with GET /api/v2/conversations/calls/{conversationId}. You will find your attribute under the participants section.
Cheers,
Ramon
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Ramon Szeitszam
Spark New Zealand
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Original Message:
Sent: 02-09-2021 04:46
From: Mark Elliott
Subject: IVR Survey
Thanks for this Ramon - by any chance do you have such an in queue flow configured? Would be great to see how this could be built if possible to screenshot it, and importantly where the conversation attributes are made available
I was thinking the user selection could set a specific wrap up code (e.g. if the customer selects 5 for very satisfied then we choose this as the wrap-up code) which then makes the reporting persistent.
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Mark Elliott
Lemon Business Solutions
Original Message:
Sent: 10-11-2020 18:34
From: Ramon Szeitszam
Subject: IVR Survey
Here's another option with some important disclaimers! This is not a great solution for most use cases but I'll post it for completeness.
You could create your voice survey using an In Queue Flow, then associate it as the In-Queue flow for a new Queue (Contact Center > Queues > Voice). The Queue only exists for the purpose of playing the survey and never has an agent assigned.
Agent can then blind transfer the customer to that queue and the customer get the "survey". Of course this is not ideal:
- Survey results are stored as attributes in the Conversation so reporting is 100% custom and is not retained indefinitely
- Survey results are not integrated into Quality Management
- Changing the survey requires Architect skills so it typically only suits fairly static requirements
- Agent has to initiate the transfer to the survey
Cheers,
Ramon
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Ramon Szeitszam
Spark New Zealand
Original Message:
Sent: 10-09-2020 16:58
From: Ly Lim
Subject: IVR Survey
Has anyone, or is it possible through Purecloud, to send a customer to a survey after a call. For example, ask them if we can transfer them to our survey line, click transfer and then the patient get asks a list of questions and to rate, using their keypad the rating. Then we can pull a report of the rating and the call associated with that survey.
I get asked to take surveys all the time for customer service calls and I was wondering if Purecloud has this feature.
#Telephony
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Ly Lim
Cardinal Health 5, LLC
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