Post Call Survey

Last Updated : Dec 15, 2022 |
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Avaya Oceana® provides the Post Call Survey feature. With this feature, the caller can provide a rating based on the interaction with the agent.
Using this feature, Avaya Oceana® can connect with an external survey application to solicit feedback from a customer after the customer completes the call with an agent. This feature builds on the VDN Return Destination feature of Communication Manager to first direct the calls to a Survey Vector Directory Number (VDN) and then to an application such as Experience Portal.
When Communication Manager detects that the agent is dropped from a voice call, the customer is kept connected and is directed to the configured survey application. However, calls that cancel in coverage or callback must not connect to the survey application. Therefore, you must administer Vector Return Destination (VRD).
Avaya Oceana® provides a sample Experience Portal application named OceanaSurvey. This application is intended to demonstrate how to retrieve the following details from the customer:
  • Account ID
  • Agent ID of the agent who interacted with the contact
  • Disposition of the contact
The caller is prompted for a rating from 0 to 9. This rating is stored in the customer’s journey along with the other context from the call.
The following diagram depicts the Post Call Survey flow:
When configuring this feature, you must correctly configure the Allow VDN Override parameter to ensure that callers get the survey at the right instances. For example, you must not provide a survey to a customer who has requested a callback without speaking to an agent.
VDN Override is a Communication Manager Call Center Elite feature that enables information of the subsequent VDN where a call is routed instead of the information of the previously-active VDN. If a VDN is configured with the Allow VDN Override parameter as no, it maintains ownership of the call throughout the routing process. Therefore, when the agent receives the call, all call data is transferred to this VDN.
The following configuration supplies a post-call survey to the caller in the following situations:
Survey Applied
Vector
Comment
Yes
Ingress > Routing
Agent surplus
Yes
Ingress > Treatment > Routing
Call surplus
No
Ingress > Treatment > Callback
Caller requests callback
No
Ingress > Treatment > Coverage
Caller chooses to leave a voicemail
No
Ingress > Fallback
Routing error occurred or Avaya Oceana® out-of-service
Yes
Ingress > Routing > Transfer > Routing
Call transfer, Agent surplus
Yes
Ingress > Routing > Transfer > Treatment > Routing
Call transfer, Call surplus
No
Ingress > Routing > Transfer > Treatment > Callback
Call transfer and then callback
No
Ingress > Routing > Transfer > Treatment > Coverage
Call transfer and then voicemail
RONA not shown
-
At any point, RONA follows the above rules
You must configure the Allow VDN Override and Return Destination parameters for Avaya Oceana® VDNs as follows:
VDN
Allow VDN Override
Return Destination
Ingress
Y
Not Set
Treatment
Y
Not Set
NoMedia
Y
Not Set
Routing
Y
Set to Survey VDN
RONA
Y
Not Set
Transfer
Y
Not Set
Fallback
N
Not Set
Callback
N
Not Set
Coverage
N
Not Set
Survey
N
Not Set
Note:
If a survey is not required, you must configure the Allow VDN Override parameters according to this table. However, the Return Destination parameter on the Routing vector can be omitted. With this configuration, customers can quickly enable or disable surveys using a single setting.
For more information about how to configure Avaya Oceana® and Post Call Survey integration, see Deploying Avaya Oceana®, available from the Avaya Support website at https://support.avaya.com.