Supported for on-premise DEPLOYMENTS
This functionality is currently supported for UCCX
Updated installation and configuration scripts are available for download from the portal.
This chapter describes how to create and use Post-Call Surveys in Quality Management. After a call, customers are offered to complete an IVR survey using their dial pads. Survey results are then used for agent review. Some surveys may contain the option to provide a voice comment at the end of the survey. In this case, the voice file is recorded and made available for playback in Quality Management.
Roles and permissions
Users must have one or more of the following roles assigned in User Management in order to access Customers Surveys in the UI, or to be surveyed:
SURVEYS_MANAGE – Users with this permission can view and manage all the surveys of the agents in the system. They can also delete surveys.
SURVEYS_ADD– A system permission that is required to insert survey results into the Eleveo system.
SURVEYS_TEAM_EDIT– Permission that allows to view all surveys for the agents in their assigned teams.
SURVEYS_SELF_VIEW– Users with the role can view their surveys.
SURVEYS_AGENT_ENABLED– Agents with the role can be surveyed.
Only agents Enabled in User Management with the permission SURVEYS_AGENT_ENABLED can be connected to a survey.
If unlicensed, no Survey will be created for the agent.
Read more about configuring using Post-Call Surveys: