CM7 - How to make Agent Evaluation during the call??

[Ali Ahmed]

Hi Everyone,
I need ur help, I have CM7 with call center agents, I need to make an Evaluation service for our agents during the call, to be more accurate the scenario will be
# when the customer call our call center number, agent will answer the call, after the agent hang up his phone the customer direct routed to announce asking him to evaluate the agent (If the agent is good press 1, if the agent is bad press 2,.....)

How can i make this scenario?
What is the requirements to do that?
Also i need to generate a report with the evaluation results.

From my small experience the Scenario will be as below:
1-Customer call our call center number
2-The call routed to VDN then to the Vector
3-i will put in the end of the vector after route to skill another route to .....
4-i think i need to buy Avaya Voice Portal to make agent evaluation

Thanks in advance ..​

 

[kyle555]

Yes. That's about right.

I'm sure companies offer the survey as a service too. You'd need to decide if it's valuable enough to get an IVR and develop all that for your operation or if just transferring the call to another company that manages the survey is a better choice.

Voice Portal (now Experience Portal) is a whole platform you can develop applications against and integrate to all sorts of things. I wouldn't think it's cost efficient for a single application - like a survey. Though, it's clear your operation is concerned about your customer experience, and there are other things Experience Portal can do that might justify it's cost beyond running some surveys - like callback assist or proactive outreach, etc.

 

[Ali Ahmed]

r there any other solutions ?