Original Message:
Sent: 01-31-2024 06:00
From: Thiyagarajan Keddal Murugan
Subject: Post Call Surveys
We are using the button in the agent script to blind-transfer the call to a queue. In this queue, we are not adding any members. So it will go to the Inqueue flow. In that Inqueue flow, we are asking all the questions and collecting the responses using the collect input nodes. And we are storing the results both in the participant data and the external tag. We can export the interactions report itself with the external tag column to get the report in CSV format. Then we split the answers in Excel by using delimiters in the Text to Columns option.
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Thiyagarajan Keddal Murugan
Herbalife International of America, Inc.
Original Message:
Sent: 04-20-2023 16:59
From: Lei Cao
Subject: Post Call Surveys
Use participant data to save survey result, if agents have interaction view permission in Genesys cloud, they can view the survey result in the participant data list. There is some concerns here.
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Lei Cao
Nationwide Mutual Insurance Company
Original Message:
Sent: 04-20-2023 08:54
From: Charles Skowron
Subject: Post Call Surveys
We are using set participant data - not flow outcomes / milestones. So you will need to use a reporting / BI tool to pull the data from Genesys using the analytics API's and from there you can get the aggregate reporting based on each question, or individual reporting per interaction. Also, since the data is still tied to the specific interaction, you can pull the aggregate data based on the queues, and/or agents etc if needed as well to see if there are trends between specific agents / teams, or queues etc.
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Charles Skowron
Original Message:
Sent: 04-19-2023 16:44
From: Nicole Dehn
Subject: Post Call Surveys
Hi @Charles Skowron and thanks for this information. I forwarded this to my manager and he had some questions:
1. How does aggregated reporting look though in relation to this approach?
2. I know we can set flow milestones for each question and track/report that way, but is there another way to report than that?
[Milestone reporting is limited in that while we can see aggregated results, we can't filter interactions by milestones, if we wanted to find a specific phone survey response. We can only filter based on outcomes (of which we are limited to 100 outcomes total)]
Do you have any additional feedback/insight to share?
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Nicki Dehn
AAA Club Alliance
Original Message:
Sent: 04-19-2023 09:10
From: Charles Skowron
Subject: Post Call Surveys
We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose.
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow.
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call.
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Charles Skowron
Original Message:
Sent: 04-18-2023 09:36
From: Nicole Dehn
Subject: Post Call Surveys
I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?
I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.
Any ideas, or links to info?
Thanks.
#ArchitectureandDesign
#QualityManagement
#Telephony
#Unsure/Other
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Nicki Dehn
AAA Club Alliance
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