Call rating - how to report

[sekitori]

Someone in our company wants a caller to be able to rate a call after he/she finished talking to an employee.
Anybody know if this is possible and how ?

We-re on CM6 and have aura SM/SMGR with CMM.

kind regards,
Sekitori

 

[BIS]

Look into VDN Return destination. Agent hangs up, call is redirected there (usually for survey reasons)

 

[sekitori]

Thanks BIS, looks like that's what I need.

Any clues on how to store the rating ?
I know I can put it in a variable, but how do I report that ?

 

[sekitori]

Just thought of something - how about if I route the caller to a number of different VDN's according to how they rate the call, and just count the nuber that those VDN's are 'called' using BCMS ?

So like this;

collect 1 digit after 'how would you rate this conversation'
if digit = 1 goto vdn XXXX saying "you rated this conversation as great. Thank you"
if digit = 2 goto vdn XXXX saying "you rated this conversation as mediocre. Thank you - we'll try better next time"

and so on, then count the calls to the VDN's.....


Ideas anyone ?

 

[BIS]

Unless you have an IVR where the survey can be performed, you are pretty much stuck to routing to different VDNs for reporting purposes.

 

[sekitori]

My thoughts exactly - but this idea could work, right ?

 

[BIS]

Yes certainly