This section describes how to create and use Voice of the Customer surveys in Quality Management. Voice of the Customer surveys enable managers and supervisors to capture the voice of the customer and to measure staff performance.
Quality Management offers the option to create configurable Post-Call Surveys. With this feature enabled, customers are invited to complete an interactive voice response (IVR) survey using their dial pad after the agent ends the call. Survey results appear as an agent review within Quality Management. Surveys may also contain the option to provide a voice comment at the end. The voice file is recorded and made available for playback in Quality Management.
The functionality is only available if the Voice of the Customer license is installed.
Administrators must configure several settings based on the actual installation before Customer Surveys can be used.
For detailed instructions on how to deploy the feature, see the relevant guide
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