Cisco Webex Experience Management Voice Survey

Surveys are used to collect feedback from customers to determine the performance of the contact center and the services that are offered. With Cisco Webex Experience Management, you can configure post-call surveys, which will be initiated when agents end the calls from Finesse desktop. After an agent ends the call, Unified CCX transfers the call to Experience Management and the survey is played to the customer. Customer uses the keypad to answer the survey. The data that is collected through various surveys can be analyzed and presented to agents and supervisors as gadgets on the Finesse desktop.

A script (in conjunction with application) enables or disables Experience Management Post-Call Survey on a per-call basis by testing for conditions and setting a session variable that controls triggering of the survey. For example, the script can play a prompt that asks callers whether they want to participate in a survey. Based on the caller’s response, the script can set the session variable that controls whether the call gets transferred to the survey.

The Unified CCE script enables or disables Experience Management Voice Survey on a per-call basis by testing for conditions and setting an expanded call variable that controls Experience Management Voice Survey. For example, the script can invoke a prompt that asks callers whether they want to participate in a survey. Based on the caller’s response, the script can set the expanded call variable that controls whether the call gets transferred to the Experience Management Voice Survey Dialed Number.

The Experience Management Voice Survey call works just like a regular call from the Unified CCE point of view. Scripts are invoked, CVP REFERS the call to Experience Management, and the customer uses the keypad on a phone to respond to questions asked during the survey. During Experience Management Voice Survey, the call context information is retrieved from the original customer call.