Perhaps the easiest option would be to write results to a text file. You have not mentioned whether 3CX is running on Linux or Windows. or on-prem or hosted. Here are some ideas for making the results easily accessible to your customer:
- Send an email after the completion of the survey
- Use an ISCSI connection to a remote drive
- Setup a SMB share
- Symbolic Links (symlinks)
Perhaps the biggest challenge is simply getting the caller to the survey. With 3CX there is no way to "cancel" a disconnect when either party hangs up. That means a post-call survey requires the agent to transfer the caller to the survey. Naturally, if the agent just had an unpleasant conversation with a customer there may be some reluctance to transfer the caller to a survey. That disincentive can lead to misleading average results.
There are other ways to get callers to a survey. For example, you could use a dialer to call back customers. For example, maybe you want to get some feedback after the customer has been using your service or product for a period of time. In this case, calling them back a week later would be useful.
The point is that any way you can get the caller to an extension will work.
In our case, we implemented a CFD that asks the caller prior to forwarding the call to a queue, whether they would be willing to participate in a brief post-call survey. If they say "yes" (press 1) we then ask wither the number we captured from their caller ID is the best call-back number. They then have an opportunity to revise the call back number if needed. Once we have the call back number, we then forward the call to the queue. At the same time, we capture the unique Call ID (HistoryIdOfTheCall) and write it to a database along with the call back number. Then we monitor the call until the call is completed. When we detect the call has been disconnected we immediately call the customer back and transfer them to the survey. Further, because we know the agent that answered the call, we can also match the survey results with the agent that handled the call. It's all pretty complicated, but we think we have implemented the best approach possible with 3CX. You may want to look at our
3CX Survey Creator tool. We provide a simple web interface for creating an unlimited number of unique surveys and automatically publish your survey as a CFD application. Easy to create, modify, publish, and report.
