after-call-divert-destination - Post Call Survey (CCD Agent)

[swinstu]

Hello All,

Does anyone know if there is an automatic feature for a post call survey option once a CCD Agent ends a call by call release.
Any local features within OXE/CCD to allow such feature?
If not, any other solution to offer this feature eg. Genesys or 4625 IVR etc.

Thanks

[tot3nkopf]

Out of the box no. Even in Genesys you need to develop this.

[frank]

The easiest way we found to do this is to add a 3CX PBX Phone system, connect it to OXE via SIP.
They have a Call flow designer which allows you to run a survey over the phones, with 2 types of answers: Range [from 0 to 9] , and yes/no type of answer. Everything is saved in a CSV file with a couple of infos you can throw in (caller Id, date, what agent transferred the call, etc..)