3CX CFD Update Adds Straightforward, Easy-to-Use Survey Component

[Constantinos Constantinou]

Improve customer relations, create surveys, receive and export feedback, without the need of a developer at hand. 3CX Call Flow Designer (CFD) Update 3 includes a new Survey component which enables basic users to create simple surveys with easy to follow configurable steps. What’s more, the newly updated CFD includes a CRM Lookup component to que...

Continue reading the Original Blog Post.

 

[equind]

Excellent,
This survey can be lunch automatically after call?
We have this requirement in call center that needs to collect info about customer experiences but they do not want that agents transfer call manually.

Thanks

 

[edossantos]

This survey can be lunch automatically after call?
We have this requirement in call center that needs to collect info about customer experiences but they do not want that agents transfer call manually.

The new component will let you easily collect information from the callers. But your agents still need to manually transfer the call to the CFD app when they're done talking to the customer.

 

[Chip_at_Toku]

I would also support the request for having post-call surveys be automated so that 1) caller can opt-in to participate as part of the call flow (up front), before speaking to a rep, and 2) that the caller is automatically transferred to the survey prompts if they answered "yes". Or, that callers can be sent to the survey automatically even if you don't build in the opt-in/out prompt at the top of the call flow.

 

[edossantos]

I would also support the request for having post-call surveys be automated so that 1) caller can opt-in to participate as part of the call flow (up front), before speaking to a rep, and 2) that the caller is automatically transferred to the survey prompts if they answered "yes". Or, that callers can be sent to the survey automatically even if you don't build in the opt-in/out prompt at the top of the call flow.

Thanks for your feedback. Unfortunately this is not possible at the moment. When the agent hangs up, the call is ended all the way to the caller, so it's not possible to automatically "transfer" it to a new destination. The way to do this would be creating some kind of conference with a new "monitoring" entity, which should check if the agent dropped the call, and in that case the "conference" would still be active, and the "monitoring" entity would be able to transfer the call to the survey app. This would be a big change in 3CX...

There is an idea already created about this, maybe you want to upvote it:
https://www.3cx.com/community/threads/post-hangup-destination-on-queues.44871/

 

[ibrahim akgün]

Thanks for your feedback. Unfortunately this is not possible at the moment. When the agent hangs up, the call is ended all the way to the caller, so it's not possible to automatically "transfer" it to a new destination. The way to do this would be creating some kind of conference with a new "monitoring" entity, which should check if the agent dropped the call, and in that case the "conference" would still be active, and the "monitoring" entity would be able to transfer the call to the survey app. This would be a big change in 3CX...

There is an idea already created about this, maybe you want to upvote it:
https://www.3cx.com/community/threads/post-hangup-destination-on-queues.44871/

Hi,

How can use this "monitoring" ? I could not see any component about monitoring? Could you help me?

 

[VoIPTools]

We handled this in a slightly different way with our 3CX Survey Creator tool. As you would expect, we ask the caller whether they would be willing to take a survey after the call, and if they say "yes" then we confirm the call-back number, then forward the call to the queue.

When the queue (agent) call is completed, we immediately (within 1 second) call back the contact and initiate the survey. However, you can also have the agent transfer the caller to one of several surveys. We provide a web portal that lists all the surveys and by clicking on one of the surveys, the caller is automatically transferred to the selected survey. You could also use our 3CX Power Dialer to call contacts some time later to take the survey.