In asterCC system,there is a default IVR of after call survey for agent,but that’s a Chinese version,so we should create a new one to implement the survey function.
We need upload the announcements which will be used in IVR after hung up,for example:“Please make an evaluation for the service….” “Welcome to call us anytime…” and so on.
On the [Advanced]→[Announcements] page,you can upload announcement via click the [Add] button,as follows:
Add IVR of After Call Survey
Press the [Advanced]→[IVR] on the left menu to enter the IVR adding page,you can create a new IVR via clicking the [Add] button，as follows：
Add the Answer Action
Add the first action,this action is an Answer action,as follows:
Add the ReadData Action
Then add the second action whose action is ReadData,add the Announcement which we uploaded into it,to prompt the customer enter the evaluation IVR,as follows:
Add the Webservice Action
Last action but not the least，as we use the webservice in asterCC system,so fill the blanks with specific content as follows:
Add the Failed Transfer
The Conditions’ value in transfer isn’t the score for agent，it is the return parameter of webservice.
The first condition is 0:
Add the Success Transfer
Assign the IVR to Queue
Double-click the [Advanced]→[Rate Announce] under [Advanced]→[Queues] directory,as follows:
You can enter the [Statistics]→[Rate Log] directory below to evaluate agent: