CSAT - CSI: forward customers to a Survey
- Valerio Ciotta
- XCALLY Knowledge (Unlicensed)
Owned by Valerio Ciotta
You can automatically forward the customer to a Survey (another IVR) as soon as the agent hangups the call.Â
It is an option of the standard Cally Square IVR QUEUE application and you can design as many survey IVR as you need.Â
Important: use the option c inside your IVR QUEUE application (Queue1, Queue2 and Queue3 box in the attached screenshot example). It will allow the customer call to continue after the agent hangups, so to be able to listen to the next subproject (the survey).
Important
Remember to NOT USE the xcally database for your survey logs.
If you need to store any information (i.e. survey results, orders etc...)Â we suggest to create a new database.