Cisco UCCX post call survey – simple and free

Ok, so you need to enable post call surveys on your Cisco UCCX. There are several approaches depending on the software you currently use and your requirements to surveys.

FIRST, you need to enable an automatic call transfer to the survey app.

Hopefully you’re using Cisco UCCX 11 and higher with Cisco Finesse and in that case you can confugure the Post Call Treatment native feature of UCCX.

When enabled, it redirects the client to the pre-configured DN after the agent hangs up.

IMPORTANT: the agent must use the Finesse End button rather than his IP phone.

More info on UCCX post call treatment – https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html

In case you are still using CAD you can add a button using CDA that performs the Blind Transfer action to the required DN.

SECOND, you need to have a survey app in place.

You need some app to receive the transferred call and interview the customer. And here you have several options depending on your requirements.

If your goal is just to allow your clients rate your agents by pressing a digit on the phone (DTMF), you may use Aurus PhoneUP Call and Screen Recording software for UCCX.

It supports the Dictaphone feature which answers the incoming calls, plays the pre-recorded message (like “Please leave your feedback”) and then records the voice of the client until he disconnects. In the next version it will also record DTMF tones sent by the client.

So it’s not a post call survey app, it is a call recording software which can ALSO be used to configure a SIMPLE “voice of the customer” feature. And it doesn’t cost anything – the free PhoneUP promo bundle contains a 3-seat call recording license.

If you need your survey to have multiple questions, organized in a tree then:

1. You may create a UCCX script for your survey. This will require special UCCX programming skills, though there are several examples available like this one.

2. If you use some contact center quality management bundle from major vendors you may have this feature on-board.

3. You may google for a special app from 3-rd party vendors.

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2/4/2019

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