Release Notes

The summary report is not generated properly for survey questions that contain apostrophe and/or double quotes in the answer options.

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minor

• Use the complete word, e.g. Do not, instead of don't, etc.

• Do not use double quotes in the answer options

Survey Detail Report, the All-Web service that appears in the Service list of Voice and SMS Channel ignores it, All Web service is for the Web channel

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minor

Survey Detail Report Ignore All-Web Service in the Voice and SMS Channel 

Change agent's name in the  CUCM, this will not reflect in the Agent Management tab

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minor

Gateway settings are present in English only

Gateway settings are not translated

Translation

The refresh rate to update the real-time data is 15 seconds

The real-time data is automatically refreshed after every 15 seconds

Survey Dashboard

The refresh rate for the historical data is 1 hour

The updated historical stats are available after an hour

Survey Dashboard 

Delete Surveys

Do not delete the surveys through PCS used in survey dashboard 

Survey Dashboard

Response Rate and Completion rate include only non zero values 

zero values are not included in the average calculation completion rate and response rate  of more than one survey

Scorecards Survey Dashboard

Agents must be using Finesse for handling calls

We assume that contact center agents are using the Cisco Finesse desktop for handling calls. If some other interface than Finesse is being used, PCS would not trigger automatically at the end of the call.

Triggering Survey

SMS Survey Supported languages

English, German, and French supported for SMS Survey message.

SMS Surveys 

SMS Survey Response  

The response of the SMS Survey is always in English. Yes, No is visible for Boolean SMS Survey, 1-5 or 0-9 for Rating SMS Survey 0-10 for NPS SMS Survey. 

SMS Surveys

An SMS survey once created should not be deleted

An SMS survey once created should not be deleted. If deleted, the ID of the survey would be shown in reports.

SMS Surveys

Single question per one SMS survey

An SMS survey can only contain one question per survey.

SMS Surveys

The status of an outbound SMS is not tracked by the system

PCS does not keep track of the status of the messages that are sent by the system (i.e. pending, failed, delivered are neither tracked nor reported). However, inbound messages from customers (i.e. survey responses) are mapped with the system messages and available for reporting.

SMS Surveys

The first index should have a positive answer in a “Boolean” survey

A boolean question always expects a positive option in the first index for all IVR, SMS and Web surveys.

Questions Definition

The first index should always have a negative option in the “Rating” survey question

A rating question always expects an extreme negative option in the first index and the extreme positive option on the last index for all IVR, SMS and Web surveys. For instance, on a rating scale of 1-5, 1 means extremely poor (or dissatisfied) and 5 means extremely good (or satisfied).

Questions Definition

10 possible answers to an MCQ type question

A user can define 10 answer options at max in an MCQ type
question. However, the range of an MCQ type question depends on the rating scale been set. If it’s 1-5, the user will only be able to set 5 answer options in an MCQ-based question. If it’s 0-9, the MCQ-based questions will have 10 predefined answers.

While creating survey questions

Questions in a survey cannot be modified once after the survey is created 

Once created, questions in a survey cannot be changed. 

Survey List 

Satisfaction levels for rating and boolean surveys 

Survey satisfaction levels can only be configured for rating and boolean type surveys.

Survey List 

SMS on numbers in international number format starting with ‘+’

It depends on the client’s SMS gateway; i.e. if the gateway accepts numbers in the following number format +921231234567, the messages on such numbers would be sent.

SMS Surveys 

Acceptable phone number length

A valid number for PCS is considered to be a min of 10 and a max of 15 digits long.

Proactive Survey 

Running Proactive SMS surveys through PCS is deprecated for CCE. SMS standalone surveys can now be run from

Proactive Surveys 

Summary Report of MCQ
questions

PCS does not generate the Summary report for a survey containing only MCQ-based questions. From the survey dropdown, the user will have to choose only “Rating” and
“Boolean” surveys containing questions of these two types only.

Summary Report 

Summary Report for a Web survey containing a MIX of Rating/Boolean/MCQ questions

PCS does not generate the Summary report of MCQ-based questions in a Web survey which is a Mix of Rating, Boolean and MCQ-type questions. So the Summary report for such a survey will only show the summary of “Rating” and
“Boolean” questions.

Summary Report 

NPS Question excluded from the Average Report

The Survey Average Report (built within PCS) does not cover NPS questions in the survey.

Average Report 

No comma allowed in a question name

There should not be any special character in the name of a question it is accepting alphanumeric characters.

Questions

CUIC Detail Report for SMS Survey

In the CUIC report, only the name of the SMS question can be seen in the report. You can define the same question name as the SMS text to be viewed in the report

CUIC Detail Report 

CUIC Summary Report per Question - Rating

Select one survey at a time from the filter to see the report

CUIC Summary Report per Question - Rating

CUIC Summary Report per Question - Boolean

Select one survey at a time from the filter to see the report 

CUIC Summary Report per Question - Rating

CUIC NPS Response Volume Report

Select one survey at a time from the filter to see the report 

CUIC NPS Response Volume Report 

Item

Version

Notes

CentOS

7.x updated to the latest packages (use Yum update)

The application can be deployed in any folder

RedHat Enterprise

RHEL 8.2 and 8.8 (Enterprise)

The application can be deployed in any folder

Item

Notes

SQL Server 2014/2016 Standard/ Enterprise

It should already be installed and accessible on a local system or over LAN. To support High Availability, the MS SQL Server must be set up in a failover cluster mode by the customer or partner.

Item

Notes

Docker CE

Docker CE 18.06.0+

Docker EE

In the case of RHEL Docker EE version 19.03.8

Docker Desktop for Windows

In the case of Microsoft Windows as the underlying OS

Item

Version

Notes

Firefox

78.0.2 (64-bit)

Chrome

 83.0.4103.116 (64-bit)

The recommended browser to run the PCS web application. JavaScript must be allowed to run in the browser.

IE

Not supported

Not tested