Post-call surveys are a great way to gather feedback about your call center, ask customers for their opinions, solicit input on proposed ideas, and more.  Historically, agents using UNIVERGE BLUE™ ENGAGE would use the Transfer function to send callers to a survey once the call had wrapped.

While manual transfer is still an option, with this update you're able to automatically send callers to a survey of your choice, once they exit a queue.  This setting is independent for every queue; you could use it on all queues, some of them, or none.

Use the following steps to setup the Post Call Survey Auto-Connect:

  1. Sign into your UNIVERGE BLUE™ ENGAGE admin portal.

    Post Call Survey Auto-Connect

  2. Navigate to Configuration > Inbound Voice > Post Call Survey.

    Post Call Survey Auto-Connect

  3. From here, click Add to Create a new Survey or edit an existing one.  To edit a particular survey, select it from the Surveys drop-down menu in the top left.

    Post Call Survey Auto-Connect

  4. Once you've finished editing or creating, click Register. This action will make your survey available as a post-call survey option.

    Post Call Survey Auto-Connect

  5. Now navigate to Configure > General > Queues.

    Post Call Survey Auto-Connect

    Find the queue you want to attach this survey to, and click Options at the far right.

    Post Call Survey Auto-Connect

  6. To connect this queue to the post-call survey you created or edited earlier, simply select the correct survey from the Auto Connect Survey drop-down.

    Post Call Survey Auto-Connect

  7. Click Update, to save your changes.

    Post Call Survey Auto-Connect