Evaluation Agent Using ACR and VMPro 1

[BrianCosta]

Hi All,

Is it possible to create an evaluation message for the customer service center using Avaya Voice Mail and Avaya Call Reporting, Voice Mail? I think it is easy to do so, as after completing the call, the customer can be transferred to a voice message as follows (Please evaluate customer service with the number 5 indicating very satisfied. And the number 1 stands for Never Satisfied...for example) But how is this report collected through the report of the service employee who was evaluated by the customer?

Thanks

 

[IamaSherpa]

After the Menu actions you can collect both the caller number and the choice made by the customer and send it via email to a defined basket, it could be similar to this: Email subject: Customer Evaluation. Email content: "The customer with calling number XXXXXXXXX, has rated the call answered by the user YYY as Z". VMPRO can extract all the information if the Agent transfer to a specific (and/or) personal VM node.
Otherwise you can use the external database options, same mechanism

 

[BrianCosta]

@IamaSherpa:

Thank you, In fact, I did not know that this procedure was possible at all, but I would like you to please explain the matter to me more simply because I did not understand much about this procedure. Is it possible or are there examples of this?

many thanks

 

[BrianCosta]

@@IamaSherpa:

Can you help me more on this ?

Thanks

 

[BrianCosta]

@IamaSherpa:

Can you help me assist more with this? is there an example of this?

thank you