Hi everyone,
In this post I would like to talk about a topic that is asked by many of my students and readers, who deal with contact centers. It's about how to configure a Post Call Survey after a client's conversation with the contact center operator. Typically, such surveys are used for customer's feedback and evaluations about level of service for a contact center. The algorithm is usually as follows: a customer calls into the contact center, the operator answers. After the conversation ends and the operator is disconnected, the client is invited to answer a few survey questions and provide his feedback.
Let's see now how to configure this functionality in the Cisco Unified Contact Center Enterprise, which is using Cisco Cutomer Voice Portal as IVR (VRU).