Unless
@Emilianik knows something I don't, there is not a straightforward way of performing a post-call survey
automatically. When either party hangs up, the call is gone. There is no way to intercept a SIP "Bye" and cancel the event, then transfer the call elsewhere (CFD survey). There are really only two choices: (1) have the agent transfer the call to the survey extension, or (2) call the party back after the call.
The CFD does have a survey component and it is completely feasible to create a basic survey. However, building a flexible, user-modifiable, full-featured survey system is a lot of work. I encourage you to take a look at our
3CX Survey Creator tool.
Our tool provides a straightforward web-based interface for creating an unlimited number of surveys (actually, there is a practical limit based on the number of available extensions in 3CX). Prompts can be created using text-to-speech (Amazon's engine), or by uploading your own wav files. We support an introduction and a closing message, and question types that validate user responses (yes/no, true/false, any scale from 0 to 9, and the ability to record the caller's voice responses to questions).
Everything is database driven, so it is easy to change surveys on-the-fly. Caller's responses are saved in the database and reports tally the results. We also track the agent that took the call so you get feedback about how specific agents are doing (example: "was the agent knowledgeable?").
The tricky part is how callers are connected to the survey. We provide a simple web interface that agents can use to transfer callers to the correct survey extension based on the type of call (support, customer service, general inquiry, etc.). But we have to recognise that an agent has a strong disincentive to transfer unhappy callers to a satisfaction survey. As a result, we also provide an automatic call-back option, where as soon as the original call ends, Survey Creator instantly calls the person back and connects them to the post-call survey.
Much of what we do in Survey Creator is possible to do yourself in a CFD application if you have the time and expertise. But performing an automated call back is unique to our solution.,
and I do have errors compiling projects build under v18...
