IVR Stat Collection.

[skk391]

Hi,

I have been asked to setup a IVR system using cc6 and Merdian Mail. I have set one up before but my question is related to collecting some stats from the IVR. If I set up something so that customer can evaulate their call experience with our company i.e rate the agent that you spoke to on a scale of 1 to 5 and the customer press 5 how do I report on this?

Many Thanks

 

[Utreg]

You can setup a second routing (to CDN's) after the customers pressed the rating. The CDN goes into the Master_Script again so you can report on the CDN.
f.e.
If 1 is pressed relate this to CDN xxx1
If 2 is pressed relate this to CDN xxx2
..
If 5 is pressed relate this to CDN xxx5

You can configure these CDN's in the Master_Script with a 'thank you for rating' message and do a disconnect.

 

[skk391]

Thanks for that Utreg. I will give it a go. Many Thanks

 

[pierreschwartz]

In Call pilot you can do a lot more fansy stuff then just forwarding to a CDN
I have set up a VOC for my customers in CallPilot
Customers can answer calls with rating 1 to 5
even type in their customer number and phone number if they want a reply back.

First section of the symposium script allows the custoemr do input his 10 digit customer number
Second question allows the customer to answer a question
and with rating 1 to 5
All it does is forward to next question
in your call-by-call stat you can then find teh customers answer to the call varables "VS_902" as maybe 3 etc....
And your customers number is for variable "VS_901"...
You can then just add this script multible times , one for each question

heres i san example of the script
/******************VOC section *****************************************/

SECTION voc
ASSIGN 99 TO cv_MenuValg_DN

OPEN VOICE SESSION CP_Access
PLAY PROMPT WITH LANGUAGE English
VOICE SEGMENT VS_01
VOICE SEGMENT VS_901
COLLECT 10 DIGITS INTO cv_MenuValg_DN
INTER DIGIT TIMER 10 WITH TERMINATING CHARACTER #
END VOICE SESSION

OPEN VOICE SESSION CP_Access
PLAY PROMPT WITH LANGUAGE English
VOICE SEGMENT VS_902
COLLECT 1 DIGITS INTO cv_MenuValg_DN
INTER DIGIT TIMER 10 WITH TERMINATING CHARACTER #
END VOICE SESSION

WHERE cv_MenuValg_DN Equals
VALUE 1 : EXECUTE Not_Good
VALUE 2 : EXECUTE Fair
VALUE 3 : EXECUTE Good
VALUE 4 : EXECUTE Very_good
VALUE 5 : EXECUTE Exellent
DEFAULT : EXECUTE unknown
VALUE 9 : EXECUTE unknown1
END WHERE

/***********************************************************************/
/* ingen eller ukendt indtastning første gang */

SECTION unknown1
SECTION Not_Good
SECTION Fair
SECTION Good
SECTION Very_good
SECTION Exellent
ASSIGN 99 TO cv_MenuValg_DN

OPEN VOICE SESSION CP_Access
PLAY PROMPT WITH LANGUAGE English
VOICE SEGMENT VS_07
COLLECT 1 DIGITS INTO cv_MenuValg_DN
INTER DIGIT TIMER 10 WITH TERMINATING CHARACTER #
END VOICE SESSION

WHERE cv_MenuValg_DN Equals
VALUE 9 : EXECUTE voc
DEFAULT : EXECUTE unknown2
END WHERE

/***********************************************************************/