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  • 1.  Retrieving participant data from Call Flow as report

    Posted 06-21-2019 03:01
    No replies, thread closed.
    Hi all,

    We have set a voice call flow for customer satisfaction survey in order to allow callers to give note to the current interaction (from 0 (bad) to 9 (very good)) with about 5 questions

    We set a button on the Agent Script with click action that allowing the current interaction to be transfered to that Call Flow of satisfaction survey (if the caller agreed) and he hears the questions then give notes through DTMF

    My question is: how to retrieve those informations (value entered by caller by DTMF) from reporting after the call was finished ?

    Thank you in advance.
    #Reporting/Analytics


  • 2.  RE: Retrieving participant data from Call Flow as report

    Posted 06-27-2019 13:15
    Edited by George Ganahl 06-27-2019 13:18
    No replies, thread closed.
    The best way would probably be to use a custom Data Action to store the responses in a database (which you would have to create with a custom webservice front-end) so you can create your own reports.

    I initially suggested Survey Dynamics, but I just realized that's web-based, so no different than the built-in survey capability for PureCloud.

    Smoke is supposed to have IVR-based surveys. I don't know anything about them beyond what's on AppFoundry.

    https://appfoundry.genesys.com/#/filter/purecloud/listing/b6fc9457-b643-4b3c-96e5-80132b815420


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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Retrieving participant data from Call Flow as report

    Posted 06-30-2019 23:08
    Edited by Gomathi Vasagam 06-30-2019 23:09
    No replies, thread closed.
    An elimentary approach/workaround can be to have the call trasnferred to a queue and the entire Survey questions programmed in the "In-Queue" flow.  Record the responses against various queues ( something like "Survey_response_1", "Survey_response_2" etc.) depending on the responses to be recorded. When you look at an interaction in Performance view, it will include the queue on behalf of which the agent answered the call and then the queue to which it was transferred to, for the survey to begin and also will show the queue against which the reponse was recorded.

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    Gomathi Vasagam
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  • 4.  RE: Retrieving participant data from Call Flow as report

    Posted 07-01-2019 02:53
    No replies, thread closed.
    Hi George, thanks for your reply, this solution need more dev (to involve external database to the Purecloud)

    @Gomathi Vasagam: thanks for your reply and this solution, this is very good idea by using queue for each dtmf choice​, we will not require to add external database or other developpement, only Purecloud performance will be used to retrieve data

    Thank you

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    Oudderhem Mostafa
    Coverage-Communication
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    Original Message


  • 5.  RE: Retrieving participant data from Call Flow as report

    Posted 07-02-2019 02:23
    No replies, thread closed.
    @Mostafa Oudderhem I'm glad it helped.

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    Gomathi Vasagam
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    Original Message


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