Post Call Surveys (PCS) are designed to gather customer feedback about their experience with an agent or business process. These surveys can be customized and set up in ECS Admin. Customers can either opt into the survey automatically or be given a choice to participate.
Key Points:
Survey Setup:
- Surveys can be included in any business process or channel.
- Questions can be customized with Text To Speech (TTS) content.
- Responses can be numeric key selections or recorded answers.
Survey Execution:
- Surveys are presented to customers after an agent ends the interaction.
- Agents are unaware of the survey's inclusion in the interaction.
- Customers can opt in automatically or be prompted to opt in during the interaction.
Survey Configuration:
- Activities for PCS can include recording and transcribing voice answers.
- Surveys can be set up to collect feedback for both telephony and chat interactions.
Reports:
- PCS Detail Report: Provides detailed information about the survey and feedback received.
- PCS Summary Agent Report: Shows average scores of agents for specific surveys.
- PCS Summary BP Report: Displays average scores for surveys across business processes.
Opt-In Methods:
- Automatic Opt-In: Set up a "Set Post Agent Handler" activity to automatically start the survey after the agent disconnects.
- Prompted Opt-In: Add a "Prompt and Collect Selection" activity to ask customers if they want to participate in the survey before the interaction.
Survey Business Process:
- Create a new "Survey" Business Process for each survey.
- Customize survey questions and connect them to the interaction flow.
- Ensure all exit points from questions are connected to the next question or to the survey completion.
Question Customization:
- Customize each question with a short name and audio content.
- Define data values for each question, specifying if it requires a numeric selection or a recorded answer.
- Configure timeouts, invalid input messages, and other settings for each question.