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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


Description

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

2. Configure IMI Mobile Integration

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:

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.

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.

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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.

In case post-call IVR survey is also configured for the "AgentDisconnect" node, this configuration will work along with that. If the call is disconnected by the agent, the customer will automatically be presented with the IVR survey and in case the customer disconnects the call first, they will receive a SMS with a survey URL for post-call feedback.

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