WEBEX CONTACT CENTER

Webex XM set up for Webex Contact Center Post Call Surveys

This section contains guides that help setting up Webex Contact Center Post Call Surveys across different channels along with the Customer Experience Journey (CEJ), and Customer Experience Analytics (CEA) widgets for agents and supervisors.

Post Call Surveys using IVR

• Why Use Post-Call IVR Surveys?

• Configure Post Call Survey using IVR

• Customize the Post-Call Survey Questionnaire for IVR

• Retry and Timeout Settings

Post Call Surveys using SMS

• Why Use Post-Call SMS Surveys?

• Configure Post Call Survey using SMS

Do More With Post Call Surveys

• Setup Custom Prefills for Post-Call Feedback Surveys

• Setup Customer Experience Journey and Customer Experience Analytics Widgets for Agents

• Cisco AI Transcripts for Post-Call Survey Responses

Actionables

• Agent Burnout Management