Call Classification

[nicolasGa]

Hi,
I would like to set-up a "call classification" after a call for the called (and not the caller, customer)
Example: someone calls, end call, the agent tell that the call was a technical issue or else...
I saw there was a survey in the CFD. But it seems that the survey is for the caller, and not the called.
I there a way to make the survey directed to the called, the agent.

Thx,

 

[edossantos_sipcaller]

Hi,
I would like to set-up a "call classification" after a call for the called (and not the caller, customer)
Example: someone calls, end call, the agent tell that the call was a technical issue or else...
I saw there was a survey in the CFD. But it seems that the survey is for the caller, and not the called.
I there a way to make the survey directed to the called, the agent.

Thx,

This should be usually set in the CRM. The agent speaks with the customer, and while they speak, the agent can set this in the CRM contact record. Doing this with another call to the agent doesn't look as user friendly as it could be doing it in the CRM....

In any case, the Survey is not triggered automatically, the agent needs to manually transfer the call. But this can't work in the other way, i.e. your customer will not transfer the agent to a survey app, and 3CX can't do it automatically, so your only option is doing a separate call. The agent might call a CFD app just after dealing with a customer, and complete this survey. The CFD app might need to check the CDRs to automatically get the number of the customer that just called this agent. It's doable, but probably not the best approach.

 

[VoIPTools]

In addition to Ernesto's suggestion, I can offer an additional solution. I encourage you to take a look at our 3CX Wrap-up Codes tool. We provide a customizable automatic pop-up dialog that presents a pre-defined list of disposition/wrap-up codes, along with additional custom fields where the agent can enter things like perhaps a RMA number, or whatever they need to include with the call, as well as notes. All this information can be saved to a database, and/or pushed to a CRM.

Here is an image of the popup dialog I grabbed from a recent blog post:

I think this is what you want if the CRM doesn't offer the needed capabilities. You can create any number of nested "dispositions". This also integrates with our Power Dialer so when you receive an inbound call generated by the dialer you know who you are talking with, and why.