Mitel IVR 3300 ICloud solution post call survery

[Contactcenterdude]

Hey all, looking to obtain the steps to add a customer post call survey to our IVR to gather the data that is input by the caller
Customer Service Phone Survey

Intro: Your feedback will help us improve the service our customer service representatives provide. At the end of the survey you will have the opportunity to leave us a voice comment


1. I was satisfied with the service I received today.
1.1. Agree
1.2. Disagree

2. The representative provided information in a way that I could understand.
2.1. Agree
2.2. Neither Agree nor Disagree
2.3. Disagree
3. The representative was able to resolve my request.
3.1. Agree
3.2. Disagree
4. All of my questions were answered.
4.1. Agree
4.2. Disagree
5. Please tell us the number of times you had to call regarding this matter before it was resolved.
5.1. 1 call
5.2. 2 calls
5.3. 3 or more calls
5.4. Still not resolved.

6. How likely are you to recommend us to others for their Healthcare needs?

6.1. Likely
6.2. Neutral
6.3. Not Likely


7. Would you like to leave us a voice comment about your experience?

7.1. Yes - After the tone, please leave your message. When you are finished, simply hang up.
7.2. No - We appreciate your feedback. Thank you for calling and have a great day.

 

[AlphaMann]

I have done this for a customer very recently.

You have to create custom variables to store the information.
I have also included in the past the ability for people to leave a message for a "Comments" section and included other information like the ticket or case, last agent ID, etc depending on how the customer would like to review the information.

Option 1

You have to use a custom table to store the data yourself.
As I have a number of custom tables and use a number of "test" ones to track what things are actually happening in the IVR to track issues and other features for customers I always create my own local MiCC_Cust db and put my tables in here.
Make sure you remember to create your Data Providers first.

At this point I usually hand off to the customer to develop their own custom reports, but if you are savvy enough and want the responsibility of maintaining that go for it.

Option 2

Use the MiCCSDK to write the information into elastic search. This eliminates having another db to play around with.
To access the code examples go to

http://'your

miccserver'/miccsdk and use your admin account to login.

At this point there is no case/ticket reporting built in although this is on the roadmap to be added in the next year. So again to your own peril you can develop it - Just remember that Elastic search on the 9.0.1.0 is only release 2.something_or_other not the 3.+ in which your command context changes.


Post Options 1 and 2

On the MiVB(3300) using the call coverage service create a new one for agents and update the post call to your hunt group.
Update all your agents to use this so that normal non acd calls don't go to the survey
Remind agents that they need to hang-up before the customer/external contact so that they go to your survey.

If you understand variables and usage the rest should be pretty straight forward. The one variable that I found tricky to find was LastRecordingFilename which would tell you the system generated name of the file that was just recorded.

This should get you started!

 

[Contactcenterdude]

Thanks for the reply AlphaMann,

Our team has not performed many IVR variable programming, typically we were reliant on our vendors. Do you have a few snap shots to assist with the IVR subroutines?

 

[AlphaMann]

Just to clarify your response - what do you mean by reliant on your vendors?
Is your office Mitel certified or are you an end user?

Thanks,