Post Call Survey For IVR

This section provides a video tutorial and a detailed step-by-step guide with instructions for how to setup Cisco Webex Experience Management (Webex XM) and Cisco Webex Contact Center (Webex CC) for Post Call Survey (PCS) using IVR as the channel to collect feedback.

Video Set-Up Guide

Pre-requisites

To get started, a Webex Contact Center tenant is required with Feedback v2 feature flag enabled. Please contact your Webex CC admin in case the feature flag is not enabled.

To enable the PCS IVR feature for Webex CC, a Webex XM account is required which is provisioned as soon as a request is made by creating a Jira ticket for the same.

Create a Jira Ticket for Webex XM Provisioning

Step 1: Collect the following information about the Webex CC tenant:

1. Customer Name
2. Partner Name
3. Webex CC Org ID
4. Provisioning Admin Email ID
5. Type of Webex CC Tenant (Production, trial etc)
6. CCW Web Order ID, Subscription ID

Step 2: Login to create a Jira ticket

Step 3: Click Create on the top header.

Step 4: Select “WXM Ops – Tenant Provisioning” Project

Step 5: Update the following fields:

• Issue Type: Request
• Summary: PCS provisioning for < Customer Name >
• Description:

1. < Customer Name >
2. < Partner Name >
3. < Webex CC Org ID >
4. < Provisioning Admin Email ID >
5. < Type of Webex CC Tenant >
6. < CCW Web Order ID, Subscription ID >

Step 6: Create the Jira ticket.

Webex XM Configuration

Follow the steps below to configure PCS IVR after receiving the hand-off, API key details, and activation emails from the Webex XM provisioning team once the account is ready. You will receive a total of 7 emails. Out of this, 5 are account activation emails.

Webex XM User Account Activation

Activate each of the 5 Webex XM accounts by clicking the activation URL in the emails with the subject line “Welcome to Cisco Webex Experience Management, Activate Account Here”.

Each activation URL will open the Webex XM account activation page. Click the Activate Account button to activate the account. Upon successful activation, you will be prompted to reset the password for that account. Use a secure password. Please repeat this for all 5 Webex XM accounts.

The details of the account username and the type of accounts are included in the hand-off email.

Add WAV Files and PII Questions to IVR Survey

Step 01: After signing into Webex XM using the admin user account (refer to hand-off email to identify the admin user account), navigate to CX Setup using the menu on the top left corner. Open the “Contact Center IVR Feedback” questionnaire that has been created as a default survey to be used for PCS IVR.

Step 02: Once the Questionnaire is open, choose the NPS question in the left questions listing menu. A default audio file is pre-uploaded as the IVR audio prompt for this question. You can listen to this audio file by clicking the play button next to the question text in the right panel.

You can easily change the IVR audio prompts to use your audio file.

To do so, first, click the Edit button at the bottom right corner in the right panel, and then click the Trash icon next to the play button for the IVR prompt. After deleting the existing audio prompt file, you can upload another file audio file. Ensure the audio file is in .WAV format and encoded as g711 ulaw.

Similarly, you can select the CES question, and upload a different audio file.

Step 03: The PII fields to capture customer information like their mobile number are not enabled by default. This is to ensure that this information is collected in in compliance with organization’s privacy policy. Customer mobile number is required for the Customer Journey widget to work as it pulls past customer feedback to be displayed in Webex CC based on the caller mobile number.

To add a mobile number field to the survey, add a new question by clicking on “Add Question” on the left question listing menu. From the following menu, choose Text Entry followed by Mobile/Phone.

Step 04: After adding the Mobile question, click Edit at the bottom of the right panel. Navigate to the “Question Setting” tab in the right panel. Under the question settings tab, mark the question as Filled by Staff, this make the mobile question a “prefill” and the mobile number of the customer will be captured automatically at the time of PCS IVR feedback collection. Additionally, PII handling options are also available as hashing, masking, or storing on the Webex XM database. Read more about PII settings. .

Step 05: Save the changes made to the questionnaire by clicking the Save button on the top-right of the header bar. You can exit the questionnaire builder now.

Exporting Space ID and Metric ID for CEJ & CEA

Step 01: Navigate back to Spaces using the navigation menu on the top-left corner.

Step 02: Navigate to the space named Overall Experience using the tab or the dropdown on the top bar. The responses section is enabled by default and will be visible in this space. Click the menu button on the section header (top-right) and go to the menu labeled “Export to Cisco Contact Center”.

Note the string provided under Details for Cisco Webex Contact Center, this will be used in the Agent Desktop Layout during later steps as the Customer Experience Journey Widget (CEJ). This information is also provided on the email with subject, “Your Post-Call IVR Survey Feature Using Webex Experience Management is Ready”.

Step 03: Similarly, under Agent Dashboard space, choose Customer Experience Analytics IVR from the Metrics icon on the left, you will find an identical export icon. The two strings here will be used for the Customer Experience Analytics Widget (CEA) on the Agent Desktop.

CEA has two components, Metric ID and Space ID, as opposed to CEJ, which only has a Space ID.

Updating Common Identity Access for Webex Contact Center Agents

Step 1: Log in to the WXM tenant using the main account for your organization (enterprise credentials), which is mentioned on top of the admin user in the handover email. Navigate to the Account Preferences section from the top-right corner and scroll down to the tile named, “COMMON IDENTITY ACCESS FOR WEBEX CONTACT CENTER”.

Within this tile enter the Org-ID of your Webex CC tenant, followed by selecting the user appended with “desktopivr” from the dropdown and click on Update. This step ensures that any agent logging into their Agent Desktop will be able to view the CEJ and CEA widgets for the IVR feedback.

Webex CC Configuration

Follow the below steps to configure Webex CC and setup PCS IVR in Webex CC using Webex XM.

Setting up Webex XM Connector in Webex CC

Log in to Control Hub, click on Contact Center under Services from the left-hand bar and navigate to Connectors from the top-right center tab. These steps are also covered in the Setup and Admin Guide for Webex Contact Center .

A tile for Webex Experience Management will be present, click on the Set Up button and copy the details of the “system” user as mentioned in the email with the subject, “Keys for your Webex Experience Management account”. Provide a unique name for the connector, paste the username, paste the API key (“apikey-“ phrase is a part of the API key) and click on Done.

If added correctly, a successful message will be displayed, as shown below. Click on close.

Flow Designer – Configure Global_FeedbackSurveyOptin & Feedback V2 block

Open the Flow Designer for the flow that is designated for PCS IVR. (Below flow is an example). Under Main flow, ensure that a Global_FeedbackSurveyOptin variable is given a value either by menu choice or prompt for customer to opt-in. This can be done in Event Flows tabs as well. If the variable is uninitialized (or the customer chooses not to opt-in), the customer will not be prompted with the IVR survey.

In the Event Flows tab, there are three events. PCS IVR feedback will be triggered when the agent disconnects from the Agent Desktop. Drag the Feedback V2 note from the library on the left and connect it the AgentDisconnected event.

Within the Feedback V2 settings on the right-hand side, select the Survey Method as Voice based, and choose the survey named “Contact Center IVR Feedback” as mentioned in the handover email.

Under the Set Language button, select English (US) from the drop-down.

Scroll down to the Customer Information section.

From the drop-down titled Phone Number, select NewPhoneContact.ANI and validate and publish the flow. Ensure this flow is assigned to the current Routing Strategy for the Entry Point associated with the Agent’s Queue.

Configure Desktop Layout

Download the Desktop Layout JSON file for the team to which PCS IVR needs to be enabled. The earlier copied Space ID and Metrics ID will be used for this step (also available in the email with the subject, “Your Post-Call IVR Survey Feature Using Webex Experience Management is Ready”). First ensure that the flag “wxmConfigured” is set as true.

Next scroll to the section marked with WXM_JOURNEY and enter the Space ID for the CEJ widget. The same value can be copied into the Metrics ID parameter for this section as it is arbitrary.

Scroll, towards the bottom of the file to the section marked with “Customer Experience Analytics” and provide the Space ID and Metric ID for the Agent CEA. Ensure the “metrics” flag is set as true.

Save the file and upload it. Assign the appropriate team to this layout.

This completes the Setup & Configuration steps needed to enable PCS IVR feature using Webex XM on Webex CC. For any further assistance, please reach out to the Cisco Webex Experience Management Team on support@xm.webex.com