IVR survey is one of the most efficient ways to collect customer feedback for the interaction happening between agent and customer. In this article we will learn how to configure automatic survey IVR which gets triggered just after agent disconnects.

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Business Use Case

Whenever the agent-customer conversation does not go fruitful, agents often do not transfer to the Survey IVR. This results in inappropriate CSAT calculation. To solve this problem, brands want to initiate a survey IVR just after the agent disconnects. Brands might expect-

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1. Every Call mandatorily to be transferred to Survey IVR

2. Ask the customer before connecting to the agent, if they want to participate in survey IVR after the call is completed.

Solution

The call controls END button can be configured to trigger an IVR, which will be initiated as soon as an agent clicks on the END button.

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Configuration Steps

We can have a call controls record page, which will be shared with the agents based on a role id. For this call control record page, we can have a custom END button, which when clicked, will disconnect the call for the agent, and the customer will be transferred to the Survey IVR.

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Please raise a support ticket with the following details:

• IVR process ID - The IVR which needs to be triggered after call disconnects.

• Role id - Roles for which we need to share the call controls record page.

More Customizations

1. If we want to transfer to Survey IVR for all types of Calls(Inbound+Outbound): We just need to add the IVR id and role id in the configuration, after which the call will get transferred automatically to the IVR.

2. If we want to transfer to Survey IVR based on some conditions: In this case we would need to add a decision box at the very start of Survey IVR, of which one path will continue to Survey IVR if condition satisfies, and one path will end the call if condition dissatisfies.

   Example shown in below image-

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