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  • 1.  DTMF Survey / SQL

    Posted 01-24-2020 12:28
    No replies, thread closed.
    Hello everyone,

    I'm trying to build an after call survey, in this survey the customer will evaluate the quality of service.

    We already created the flow in architect to capture the DTMF, but the question is, could we store this data in the PureCloud databases or a external SQL is needed ? Furthermore, how should we use the data actions to write the data in the SQL?

    Best Regards
    Harisson

    #Reporting/Analytics

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    Harisson Tonieto
    Brasil Foods
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  • 2.  RE: DTMF Survey / SQL

    Posted 01-24-2020 14:36
    No replies, thread closed.
    There's no provision to store the data in PureCloud.

    You would need to have a SQL database with a REST-based webservice front-end that is accessible from the Internet. Then you would enable the WebServices Data Actions integration (https://help.mypurecloud.com/articles/about-web-services-data-actions-integration/), create a Custom Action to write the data to the webservice front end (https://help.mypurecloud.com/articles/create-custom-action-integrations/) and call that data action in Architect using the Call Data Action action (https://help.mypurecloud.com/articles/use-data-actions-in-architect-for-integrations/)

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: DTMF Survey / SQL

    Posted 01-25-2020 20:27
    No replies, thread closed.
    Hello Harisson

    We have used 'Set Wrapup Code' in architect as a quick fix (hack around) to implement post call survey (George's method is better but requires more commitment). Wrapup codes are only available on Inbound flows (not in-queue).

    Method involves setting a wrapup code for each survey response in architect and then you can interrogate the Performance->Interactions view to view and export results.

    You can also do things like sending the caller to a queue voicemail as part of survey flow to give feedback on survey and have the voicemail go to a queue for review.

    One thing to keep an eye on is that the inbound flow needs to end for the wrapup code to be written to the interaction. There are some scenarios where we needed to end the flow by transferring to another flow with disconnect to make sure the wrapup code was available (may need to play around with this).

    Here is an example using wrapup code in inbound flow;

    Set Wrapup Code

    PS. I guess you have also looked into web surveys https://help.mypurecloud.com/articles/about-web-surveys/ , for this you would need to have the caller with their contact number in your external contacts also with their email address and then you can send them an email invite to survey...


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    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
    ------------------------------

    Original Message


  • 4.  RE: DTMF Survey / SQL

    Posted 01-26-2020 13:30
    No replies, thread closed.
    PureCloud can write values to pretty much data structure and you cause a data action to write to the db.  I like using AWD. RDS or S3 flat files and then use PowerBI or AWS Quick insights to create a real-time dashboard and historical report.

    Robert

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: DTMF Survey / SQL

    Posted 02-21-2022 09:01
    No replies, thread closed.
    Hello! Sorry to bring back this subject after two years, however, how do I integrate a Data Action with Amazon RDS? Do I need a WebService? My knowledge is near to 0 but I need some keywords to search and be able to make this integration in order to read Amazon RDS data.

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    Victor Augusto Circelli
    99Tecnologia
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    Original Message


  • 6.  RE: DTMF Survey / SQL

    Posted 02-21-2022 11:24
    No replies, thread closed.
    1) Create AWS Lambda function that saves data in Amazon RDS
    https://docs.aws.amazon.com/lambda/latest/dg/services-rds-tutorial.html

    2) Create data action that uses "AWS Lambda Data Actions" that will use your Lambda function
    https://help.mypurecloud.com/articles/about-the-aws-lambda-data-actions-integration/

    3) add your data action in Survey flow
    Original Message


  • 7.  RE: DTMF Survey / SQL

    Posted 01-27-2020 10:35
    No replies, thread closed.
    You can also try something like Survey Dynamix in the AppFoundry (Free Trial) https://appfoundry.genesys.com/filter/purecloud/listing/4b0589e5-3d7a-41f9-9699-1ee12e4504db


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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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