9.01 - Post Call Survey (PCS) Detail

• Customer Database – source database
• Time Zone - customer’s time zone by Default
• Manual Start Date and Time
• Manual End Date and Time
• Period
• Origin

• Calculated Start Period
• Calculated End Period
• Opt In Business Process
• Agents
• Include CRM Data

• Start Time – The date and time that the interaction between the Agent and customer started.
• End Time – The date and time that the Agent disconnected the interaction.
• Opt in Business Process - The Business Process in which the customer opted into the survey.
• Survey Name – The name of the survey in ECS Setup.
• Agent– The name of Agent in the interaction for a survey.
• First Name – First name of the survey recipient.
• Last Name – Last name of the survey recipient.

• Calculated Start Period
• Calculated End Period
• Queue Time – The amount of time the customer waited before the interaction started.
• Talk Time – The amount of time that a customer interacts with an Agent in an active interaction (telephony or chat) including transfers and consults.
• Hold Time – The amount of time that a customer was waiting to talk with an Agent in the Opt in Business Process of the interaction.
• Question – The name of the question in ECS Setup.
• Answer – The response to the question. This is either:

-The numeric digit selected

-The recorded transcribed content

-“Timeout” if the timeout was reached with no response-

-“Invalid” if an invalid key was selected

-“Skip” if the Skip key was selected