Post-Call Survey Via SMS Using IMI Mobile

This section provides a detailed step-by-step guide for how to setup Cisco Webex Experience Management (Webex XM), IMI Mobile (IMI connect) and Cisco Webex Contact Center (Webex CC) for post-call survey via SMS as the channel using to collect feedback.

Video Set-Up Guide

Pre-requisites

To get started, a Webex Contact Center tenant is required with access to its various modules like Control Hub, Flow Designer, and Agent Desktop. To enable the post-call SMS survey feature for Webex CC, you require a IMI connect license that can be used to send SMS and a Webex XM account that has been activated and is ready for use.

Configure IMI Mobile Integration in Webex XM

To configure IMI Mobile in Webex XM, please ensure you have access to the IMI Connect portal to retrieve the necessary details. Also, to setup the integration in Webex XM, please log in using the admin credentials that were setup during account activation and ready for use with the Webex CC connector configured

1. Retrieve the Service Key from IMI Connect

• Login to the IMI connect portal using your organization’s tenant URL.
• In the services dashboard create a new service, or select an existing one that you want to use for dispatching SMS.
• In the service details view, navigate to the API tab and choose ‘Serivce Key’ from the drop down on the top right of the section.
• A Service Key should be available by default. In case it is not, create a new one and copy the same by clicking the copy icon next to it.

2. Configure IMI Mobile Integration

• Login to the Webex XM and navigate to the integrations section from the top left menu by clicking ' CX Setup’ and then ‘Integrations’ under ‘Account Settings’ in the left panel.
• Paste the ‘Service Key’ copied from the IMI Connect portal.
• For ‘Sender ID’ a default value CONNCT can be used. Refer to IMI Connect Help Docs for detials on how to create and use custom Sender ID.
• Enter the ‘API Endpoint’ details based on your geographic location as listed in the table here .
• Once all details are added, click ‘Save’.

Setup Delivery Policy, Message Template, Token Template and Dispatch in Webex XM

Your Webex XM account come pre-configured with the necessary setup to start using it for post-call surveys via IVR and SMS. This includes:

• A set of Questionnaires with default set of questions best suited for use with IVR and SMS channels
• A ‘Delivery Policy’ that defines the message lineup, channels used (SMS in this case) and UUID settings for managing survey fatigue
• A ‘Message Template’ that stores the SMS message that is sent out to customers after they end the call
• A’ Token Template’ that stores some basic configurations related to the survey being sent via SMS
• A ‘Dispatch’ which brings together the Questionnaire, Delivery Policy, Token Template and Message Template to be used for sending the post-call surveys using SMS.

These dispatch configured in Webex XM will be available in Flow Designer when configuring the trigger for the post-call survey.

In this guide, we will focus only on re-configuring the Message Template and other settings like Delivery Policy and Token Template can be used as is.

You can customize and modify the questionnaire used for the post-call SMS survey in Webex Experience Management. If you wish to modify or create a new questionnaire from scratch to use for post-call SMS survey, you can access a detailed guide for creating questionnaires in the Questionnaire Builder here.

Please note the names of the default configurations that are saved for use in post-call SMS surveys. These can be accessed under CX Setup (top right menu) and navigating to “Questionnaire Builder” in the left panel for the questionnaire and “Invitations & Tokens » Invitations” for the other sections.

• Questionnaire: Contact Center Feedback

  This questionnaire contains the default set of anchor metrics along with a few other rating questions and open text feedback that are best suited for SMS surveys.

• Delivery Policy: PCS SMS IMI delivery policy

  This delivery policy is setup to process and queue up a single Post Call SMS with no delay, as soon as the call is disconnected. You can add additional follow up SMS in the message line up if needed. Fatigue rules are setup to use the customer mobile number as the primary identifier and set to “Do not send an invite if another invite sent using this Delivery Policy already exists and is pending response from the customer. “.

  This will prevent multiple SMS being sent in case a response is already pending from the same mobile number. This is specially useful in case the customer ends up calling multiple times, they are not sent multiple SMS for feedback.

• Message Template: PCS SMS IMI message

  This is the message that goes out as SMS with a survey URL to customers after their call. Customers can click the URL in the message to load the feedback survey in their mobile browsers.

  You can customize this message to align it better to your branding and marketing guidelines. Two things to keep in mind is the message should be short and take into account the character limitations for SMS that vary based on region and country. Longer messages are automatically truncated (and not automatically split as multiple messages). This can truncate the survey URL and prevent feedback collection.

  Additionally, make sure the survey URL substitute is included in the message. This is a variable that is replaced by the actual survey URL that is unique to every customer and is generated in real-time when a survey request is processed post-call.

  

• Token Template: PCS SMS IMI token template

  This token template is setup with recommended default values. You can make changes to these, but do so only if required.

• Dispatch: Post-call SMS IMI

  This dispatch brings together the default Questionnaire, Delivery Policy, Token Template and Message Template and is available in Flow Designer.

  Make changes to this Dispatch only if you want to choose a different questionnaire (other than the defualt one) or a different set of configurations that you may have created.

Flow Designer – Configure Opt-In and Post-Call IVR Survey

The final set of steps to setup the post-call IVR survey require configuring this within Flow Designer. Please note, to ensure that the customers are prompted with a post-call survey after a call is disconnected from the Agent Desktop, a mandatory opt-in is required from the customer. This opt-in can be configured in multiple ways and at different stages of the on-going call as required.

Only after the variable for opt-in Global_FeedbackSurveyOptIn is set to true via an opt-in workflow during the call, customers will be prompted for the post-call survey. If the opt-in variable is un-initialized, or the customer chooses not to opt-in, the variable value for opt-in is set to false. In this case the customer will not be prompted with the post-call survey for collect feedback.

Pre-requisites

Before setting up post-call SMS survey in Flow Designer, please ensure that Flow Designer is fully set up along with all modules in Webex Contact Center Portal, necessary to receive a customer call. This includes setting up users (agents) in Control Hub followed by teams , multimedia profiles , user profiles , agent profiles , desktop layout , entry points , queue , and routing strategy in the Webex Contact Center Portal.

Once this setup is in place, you can quickly add post-call SMS to your call flow.

• To get started, log in to the Webex Contact Center Portal and navigate to Flow Designer under Routing Strategy from the left menu. Open the flow for which post-call IVR survey needs to be configured.

• Below is an example of one of the many ways an opt-in workflow can be configured. This example uses a Menu to allow customers to opt-in where if the customer selects 1, the Global_FeedbackSurveyOptIn variable is set to true, thus prompting the customer with a post-call survey.

• In case both IVR and SMS are setup for post-call survey, only a single opt-in is required for both to work.

• After configuring the opt-in, navigate to the Event Flows tab, add the Feedback V2 node to the PhoneContactEnded event, followed by EndFlow after the Feedback V2 node. This will ensure that the post-call SMS survey is triggered as soon as the customer disconnects the call. In case both post-call IVR and SMS surveys are setup, make sure that IVR survey is setup for AgentDisconnected node so that IVR survey is triggered when agents disconnect the call from agent desktop.

• Select the Feedback V2 node to configure it and in the right panel, set the Survey Method as Email/SMS Based.
• From the drop-down for Email/SMS Based survey, select the survey (Dispatch) named Post-call SMS IMI. This is a default post-call survey that is pre-configured for use in Webex XM. You can always use a different survey as long as it has been created in Webex XM Questionnaire Builder with all necessary setup in Dispatch as mentioned in steps above.
• For Preferred language select English (US) from the drop-down. This can be set to a different language as well as long as the same has been setup in the survey in Webex XM.

• Scroll down further in the right panel to the Customer Information section. This section allows the mapping of customer’s unique identifier data to the call variables that store that value. 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. Correctly mapping the call variable to the mobile number and other customer identifiers like customer ID and Email help the Customer Experience Journey widget to function properly and display the past feedback and responses from the customer that are pulled using these customer identifiers.

You are all set to run the post-call SMS survey using the agent desktop. Go ahead and place a call for the configured call-in number and the post-call IVR survey should get triggered as soon as the call is disconnected from the Agent Desktop.

Test the Post-Call SMS Survey

To test the post-call SMS survey you have just configured, log in to the Contact Center Agent Desktop portal as an agent and after providing the dial number/extension details, and set the agent to available.

Dial into the contact center number used for entry point mapping.

Navigate the IVR menu to reach the flow setup with the post-call SMS survey and receive the call as an agent. Make sure that the opt-in is set to true in the flow. Once the customer ends the call, a request to send a post-call survey via SMS is queued up and the customer will receive the survey SMS in 5-8 minutes.

You can now test the post-call SMS flow once the SMS is received on the device used to call the Contact Center. Go ahead a click the survey URL in the SMS and provide a response to the survey.

Once the survey feedback is submitted, you can quickly check it by signing in to Webex XM . Once logged in, make sure you are in the space named Overall Experience and in the Responses section in the left menu. Here you should be able to view the response just submitted using the post-call IVR survey.

If you faced any issues in setting up a post-call IVR survey or have any questions, please drop a note to the Webex XM support team at webexxm-support@cisco.com