Questionnaire User Guide

Introduction

The questionnaire enabled user to fill in a SharePoint Survey. These SharePoint Surveys can be used if many different business cases. Below a few examples.

Call Scripting

Introduction

When performing campaigns, the agent can use the SharePoint Surveys as guidelines by using the Survey as a call script. In addition the output of the call script can also be used a trigger for automated actions, for example using Microsoft Power Automate.

How to configure

• UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.:

  • Make sure the Questionnaire is installed, Install Questionnaire on SharePoint On-premises

  • Change the setting "EnableSurveyCreationOutboundDialer" to true

Review audio recordings

Introduction

Unlike the previous scenarios conversations can also be evaluated afterwards, by using the Survey url in the CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database. For example you can use Anywhere365 Dialogue Intelligence reports to open the audio recording and open the Survey.

How to configure

• UCC:

  • Make sure the Questionnaire is installed, Learn More

  • Change the setting "EnableSurveyCreation" to true

How to use

For each conversation a Survey is created and the URL is stored in the CDR database. When browsing the reports the Supervisor can use the Dialogue Overview (specific call.rdl) reports to open both the audio recording using the microphone icon and the survey using the survey icon.