Modify CCE Scripts for Experience Management Voice, SMS, and Email Surveys
In Script Editor, modify your CCE call routing scripts for incoming calls as follows:
Add nodes to invoke the call studio survey script, if needed. The following example explains when you might need to explicitly add nodes to call the survey script.
A script is called that asks callers if they want to participate in a survey. The script then sets the user.microapp.isPostCallSurvey variable according to the caller's response.
Note |
You can use POD.ID to send cc_CustomerID, and this cc_CustomerID can be used to filter the data in finesse gadget. POD.ID is an optional field in Experience Management voice survey and the supported POD. ID format will be xxx, where xxx is the Customer_id. |
Create Experience Management Routing Script for Voice
Create the following routing script for the Experience Management Call Type to play your survey script or application to the caller.
Procedure
Step 1 |
In Script Editor, create the routing script as shown in the example. |
Step 2 |
Do the following to ensure the routing script is mapped to the call type you created for Experience Management.
For more information refer to the topic Call Type and Survey Association in Unified CCE Admin in Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html For more information refer to the topic Call Type and Survey Association in Unified CCE Admin in Cisco Packaged Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html
For more information on optimizing the threshold values for SMS and Email batch processing, refer to the topic Configure SMS/Email Thresholds in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html |
Create Experience Management Routing Script for SMS and Email
Experience Management Deferred (SMS/Email) survey is used for getting feedback on the overall customer journey experience. For invoking this survey, the caller's mobile number, email address, and other details have to be collected from Call Studio and passed to ICM. To configure this, refer to the following sections:
Configure Call Studio App Data Format
Procedure
Create Call Studio application with the use of CVP Example:
Refer to the following table for the variables and their descriptions.
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Configure ICM Script
Procedure
Step 1 |
Create the ICM script as shown in the following screen shot: |
Step 2 |
Fill the ECC variable POD.ID values from Example: |
Step 3 |
Save the script. |