Unified Communications
【related features】
Feedback survey
【status】
Not Planned, not sure if there is a wide range of use cases
【customer’s idea】
We are currently using the system and it works great; however, we are facing a problem with the Survey (Feedback).
Outbound Calls - When our agents initiate the call to the customer and ends the call, the Survey (Feedback) does not work. The customer doesn’t receive it.
if our agent calls a customer and the customer hangs up, they should receive a survey call which will give them the option if they were satisfied from the service the agent provided, which from 5 is for satisfied and 1 for not satisfied.
【solution】
At the end of an outbound call from a PBX agent, the system automatically initiates a questionnaire call for the customer to give feedback based on the call prompts, which the PBX can then collect and generate a report.
This satisfaction survey could be a separate functional module, including:
- Choose whether to enable it or not.
- Select trigger conditions: inbound, outbound, from which trunk, to which extensions, queue enabled, etc.
- Customizable alert tones
- View report permissions and other features
If you are also interested in this new feature, please vote;
If you think there is a better solution, please leave a comment below.