Interaction Feedback Enhancements

The following Interaction Feedback enhancements are new in CIC 4.0 SU2.

Survey Conditional Branching Logic

Branching logic allows survey authors to create more complex logic within a survey, where the response to one question determines which question is presented next to an end caller. Branching logic supports NPS-style survey methodology.

Feedback Inbound IVR (On Demand) Surveys

Customers can now easily configure and deploy agent-less IVR surveys that do not require a contact center interaction. This feature extends Interaction Feedback for fully automated surveys, enterprise or departmental surveys, and employee surveys.

Playback Call Recording from Survey Results

In the survey results view in the Interaction Feedback module in ICBM, a user can now see the Recording ID for a surveyed call as a dynamic link. Clicking the link launches the Interaction Recorder playback dialog to provide direct access to a call recording. The dialog also displays any Interaction Analyzer spotted keywords for a surveyed call.