dear Jan
really I need ur help here
1- I Created a workflow in secure call flow and in this workflow (I used to collect input to collect data from customers and get participant data)
2- then create a button in the agent's script that transfers the call to the customer
3- in the script choose Scripter. Invoke Secure Flow and choose my secure flow
4- I create a queue to test my script and add one agent for this queue
5- in a queue go to the voice table and choose my script to be the default script
by why when customers call an agent, this button is not shown for an agent
Thx
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reham alzeer
Al-Hassan Ghazi Ibrahim Shaker Co
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Original Message:
Sent: 02-13-2023 18:45
From: Jan Heinonen
Subject: PureCloud Post Call Surveys Options
The easy route would be to get a 3rd party app that handles this, but you could build this in Genesys if you want to.
One way to transfer calls to a "survey" flow would be to just have a button in the agents script that transfer the call to a queue with the flow.
Normally you wouldn't expect the caller wait for a survey so you would have a trigger that puts the callers number in an outbound dialer when the call ends.
The dialer would then call the customer, ask questions, take the answers and fill out the survey created for the call though APIs.
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
Original Message:
Sent: 01-25-2023 12:35
From: Robert Rainey
Subject: PureCloud Post Call Surveys Options
I am looking for a way to setup Post Call Surveys, in PureCloud. NOT Web surveys, but Post Call Surveys that allow callers to respond to "canned" questions, after the call and for those responses to be reported.
#Reporting/Analytics
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Robert Rainey
Conduent Business Services, LLC
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