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Survey - Assign to Agent

  • 1.  Survey - Assign to Agent

    GCAP Member
    Posted 12-21-2020 16:04

    We have found that if a call is transferred to an external number, the last agent associated with the call is not tied to the results of the survey.  I opened a ticket with support and they said this is expected functionality.  They suggested potentially updating the survey tables in the database to assign an agent.  Has anyone done anything like this and can point me to the correct tables?  I took a look at the database and there are a lot of tables related to surveys and wasn't sure which one I should be updating.

    Thanks,

    Andrew


    #QualityManagement
    #Reporting/Analytics

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    Andrew Wooster
    Genesco Inc.
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  • 2.  RE: Survey - Assign to Agent

    GCAP Member
    Posted 12-21-2020 16:37

    Got some feedback from support on how the view is created, very complicated and not as simple as inserting an agent name on the survey record.



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    Andrew Wooster
    Genesco Inc.
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  • 3.  RE: Survey - Assign to Agent

    Top 25 Contributor
    Posted 12-21-2020 21:59

    Yea I ended up writing my Survey handlers and tables and made it much simpler with reporting tied into multiple CRM's   



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    ryan hedlund
    Stericycle
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  • 4.  RE: Survey - Assign to Agent

    GCAP Member
    Posted 12-22-2020 08:21

     @Ryan Hedlund by any chance did you incorporate this into Salesforce?



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    Andrew Wooster
    Genesco Inc.
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  • 5.  RE: Survey - Assign to Agent

    Top 25 Contributor
    Posted 12-22-2020 08:28

    That is coming, not yet though.

    just works with 2 in house CRM's. But a group that uses SF here is now doing surveys.

    I also wrote some handlers to build some webpages to give a live look into how surveys are going since we don't have live stats in ICBM.



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    ryan hedlund
    Stericycle
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