We have a unique situation with the Surveys that are configured today via the iFeedback. The survey is tied to the very 1st workgroup (agent) and not to the last agent who handled the call. In order to avoid this, we were thinking of a solution like this.
Have a Table to find out which survey the caller/customer is tied to in the IVR based on the last agent/workgroup. And then when the Agent hangs up (catch that event) and trigger the after-call survey based on the last workgroup that is associated to the call-in order.
Questions :
1) How to create an on demand survey -- I saw that we can have a survey linked to the Attendant profile, how to associate that ?
2) How to catch only the Agent Hangup ? CustomCallDisconnect handler catches the disconnect of both the Agent and caller/customer which we do not want.
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Harish Atreya
HF Management Services, LLC
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Original Message:
Sent: 10-01-2020 09:31
From: Paul Simpson
Subject: Surveys
By "On Demand", do you mean the caller can request it, say in the IVR, or the Agent can mark a call (perhaps with a Custom Button) as needing to be surveyed?
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 09-29-2020 16:38
From: Harish Atrya
Subject: Surveys
If I want to create an on demand survey -- how can I do it with iFeedback, where can I find the steps to do it ?
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Harish Atreya
HF Management Services, LLC
Original Message:
Sent: 01-10-2012 18:33
From: George Ganahl
Subject: Surveys
iFeedback is configured via a plug-in for IC Business Manager. No custom handlers needed.