Omnichannel for Customer Service – Voice Channel Surveys
Microsoft's Omnichannel for Customer Service allows for post-call surveys on the voice channel. There are three scenarios for conducting these surveys: automatic-implicit, automatic-explicit, and agent-initiated. To configure the surveys, you need to create a post-call survey bot, connect it to Omnichannel, enable the post-call survey in channel settings, and amend your IVR bot if necessary. Additionally, you can configure human-initiated surveys by creating an advanced queue and instructing agents to transfer customers to the queue. Survey responses can be viewed in the bot analytics, and possible enhancements include writing the data back into Dataverse for better analysis. However, be aware that sentiment alerts may be triggered during the survey process.
Article 17m
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