Post Call Survey Based on Triggers

Language based survey app 

For triggering the survey application automatically after agent disconnects the call, the configurations should be set in Main IVR.

Define an ECC variable "PostCallTreatment" and set to the Survey IVR Trigger DN based on the Language chosen in IVR  before call is been transferred to Agent.

 

The Survey IVR triggers are as follows

 

1122- Survey IVR in English

1123- Survey IVR in Hindi

 

Hence, set the "PostCallTreatment" value as  "1122" (Trigger for Survey IVR in English) if chosen language is English, and as "1123" [Trigger for Survey IVR in Hindi] when Hindi language is chosen.

 

And when Agent disconnects the call in Finesse through call end button the Survey IVR would be invoked.

 

Reference

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/119428-technote-uccx-00.html