Feedback

Configure the Feedback activity to initiate post-call surveys (powered by Webex Experience Management) to collect feedback from callers. The following types of surveys are available:

  • IVR Post Call Surveys: Configure the Feedback activity in the Event Flows canvas in the Flow Designer, after theAgentDisconnected event. Depending on the setup in Webex Experience Management, the contact center plays an IVR survey to the callers.

    The caller uses the keypad to answer the survey. If the caller partially answers the survey by not responding within the configured timeout duration or by providing invalid input, the contact center sends partial survey responses to Webex Experience Management.

    Note

    Ensure that you use the Disconnect Contact activity after the Feedback activity to end the IVR call.

  • Email or SMS Post Call Surveys: Configure the Feedback activity in the Event Flows tab in the Flow Designer after the PhoneContactEnded event. Depending on the dispatch policy rules set up in Webex Experience Management, the contact center sends a survey to callers over email or SMS.

    Note

    When you design a flow, a Consult interaction can't include a Post Call Survey Feedback activity.

The following sections enable you to configure the Feedback activity:

General Settings

Parameter

Description

Activity Label

Enter the name for the activity.

Activity Description

(Optional) Enter a description for the activity.

Survey

To administer a survey to the customer, select from a list of questionnaires for Voice, or dispatches for Email or SMS surveys. The questionnaires and invitations that are configured in Webex Experience Management are available in the list.

Survey Methods
Parameter Description

Voice Based

To play an inline survey to the customer, do the following:

  • Choose the Voice Based radio button.

  • Choose the voice-based survey from the drop-down list.

Email/SMS Based

To provide an offline Email/SMS survey to the customer, do the following:

  • Choose the Email/SMS Based radio button.

  • Choose the Email or SMS-based survey from the drop-down list.

Language Settings

Manage the language in which the customer experiences the survey. If the language is not supported in Webex Experience Management, the fallback language is English (US). For more information, see Webex Experience Management Language Support.

Language Settings
Parameter Description

Override Language Settings

Enable the Override Language Settings toggle button to set any custom language for Webex Experience Management.

  • Set Language: Select the preferred language from the drop-down list. The drop-down list displays the languages that Webex Experience Management supports.

If the Override Language Settings toggle button is not enabled, the Global_Language variable is used to define the default Webex Experience Management settings. For more information, see Global Variables.

Customer Information

Specify the customer information to be passed along with the prefills that Webex Experience Management sends to capture the survey response. Depending on the dispatch configurations set in Webex Experience Management, the contact center sends the prefill information.

Customer Information
Parameter Description

Customer ID

 (Optional) Select a unique identifier for the customer from the drop-down list.

Email

 (Optional) Select the email of the customer from the drop-down list.

Phone Number

 (Optional) Select the phone number of the customer from the drop-down list.

Variable Passing

Specify the additional variables as custom prefills that are passed (in addition to survey responses) from Webex Contact Center to Webex Experience Management.

Key-Value Parameters

Parameter

Description

Key-Value

Indicates the optional variable parameters that the contact center passes to Webex Experience Management.

The Key and Value columns allow you to enter a variable name and the associated value. The variable value can be either a string, an integer, or an expression with double curly braces syntax (in case of flow variable). For more information, see Custom Flow Variables.

To add a variable parameter, click Add New. This adds a row where you can enter the respective key-value pair.

  • To pass any custom variable from contact center, the administrator must create a custom prefill question in Webex Experience Management.

    For more information on configuring a survey questionnaire, see Questionnaires in Webex Experience Management Documentation.

  • The Key parameter in the variable and the Display Name of the prefill question created in Webex Experience Management must be the same.

  • If the Key parameter does not match the Display Name of the prefill question, the contact center doesn't send the Key-Value parameters to Webex Experience Management.

  • If the variable includes personal information, make sure to enable the Mark as Personally Identifiable Information (PII) toggle for that Question in Webex Experience Management.

    For more information on PII, see PII Handling in Experience Management in Webex Experience Management Documentation.

Note

For more information about custom prefills, see Setup Custom Prefills for Post-Call Feedback Surveys in Webex Experience Management Documentation.

Advanced Settings

The Feedback activity has the following settings to help validate the expected DTMF responses from the customers.

Advanced Settings

Parameter

Description

Timeout

Indicates the maximum duration for which the activity waits for response from the customer. The default value is 3 seconds.

Note

You can configure the maximum number of retry attempts in case of invalid or no DTMF input, as well as audio notification messages (for invalid input, timeout, and maximum retries exceeded) for questionnaires by using Webex Experience Management.

For more information, see Retry And Timeout Settings In Post Call IVR Survey in Webex Experience Management documentation.