Mitel Post call survey

[z.e]

Hi Dears

I have configured post call survey (attached image). refer to my configuration, I only can report based on menu branches. I mean based on good (1) and bad (2). I need to know the performance of each agent based on post call survey. I need a report contains the caller ID, agent, result of call survey (of agent).
please let me know, how can I solve this problem?

Bests

 

[Billz66]

submit a DCR to Mitel ( design change request) , the post call abilities using IVR are exactly as you have discovered (not good).
we have used the following
- agents set to call coverage pattern that sends calls to a common IVR hunt group
- ivr wortkflow using redirects sends calls to a copied version of the post call survey menu
( same options , same greeting) , each option relabelled as ext-1-bad , ext-2-ok,ext-3 great etc
(extension-option selected-meaning)
- these can then be reported on by ext to group them to the agents extension
- for bad you could add an email option top to teh workflow to include the ani(calling line ID) of the caller and agents extension to help identify any bad entries
- other than that its ordinary to say the least.

If I never did anything I'd never done before , I'd never do anything.....