Release Notes

Show If macro has stopped working

Visibility for Confluence requires an active app subscription

Release Summary

This is a minor release that includes a bug fix for supporting MCQ-based questions for web surveys.

What's New

Get survey reports based on options defined in MCQs 

Now you can view survey summary reports based on the user-defined options in MCQs. Hence, the summary report can be generated against a survey having MCQ-based questions or a mix of questions including MCQ-based questions.  

However, note that a maximum of 5 options can be given in an MCQ if the rating scale configured on the backend is 1-5, and up to 10 if the rating scale is 0-9.

A maximum of 9 questions can be selected in an MCQ survey.

Show If macro has stopped working

Visibility for Confluence requires an active app subscription

Minor release 12.3.3

Web survey accepts the Agent id 

Web Survey now accepts the agentId as a parameter for a Customer Feedback form.

https://machine-ip/PCS/survey/customerFeedbackForm?serviceName=web1&agentId=iqra1&userEmail=iqra@expertflow.com

Web surveys API accepts callback id 

Web surveys accept callbackId, an API parameter, The type of callback_id is varchar(255).

Minor release 12.3.4

Fixed the minor issue, now PCS can sync all agents with an apostrophe symbol in their names.

Minor release 13.3.4

Resolved agent name mismatched issue for UCCE releases, now the user is able to see the correct agent's name in reports

Voice surveys accept sessionId, updateFeedback API parameter, The value in sessionId will go to the survey_feedback table's session_id column

Open Issues

Important Notes/Limitations

Summary DescriptionRelated FeatureGateway settings are present in English onlyGateway settings are not translatedTranslationThe refresh rate to update the real-time data is 15 secondsThe real-time data is automatically refreshed after every 15 secondsSurvey DashboardThe refresh rate for the historical data is 1 hourThe updated historical stats are available after an hourSurvey Dashboard Delete SurveysDo not delete the surveys through PCS used in survey dashboard Survey DashboardResponse 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 surveyScorecards Survey DashboardAgents must be using Finesse for handling callsWe 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 SurveySMS Survey Supported languagesEnglish, 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 SurveysAn SMS survey once created should not be deletedAn SMS survey once created should not be deleted. If deleted, the ID of the survey would be shown in reports.SMS SurveysSingle question per one SMS surveyAn SMS survey can only contain one question per survey.SMS SurveysThe status of an outbound SMS is not tracked by the systemPCS 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 SurveysThe first index should have a positive answer in a “Boolean” surveyA boolean question always expects a positive option in the first index for all IVR, SMS and Web surveys.Questions DefinitionThe first index should always have a negative option in the “Rating” survey questionA 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 Definition10 possible answers to an MCQ type questionA user can define 10 answer options at max in an MCQ typequestion. 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 questionsQuestions 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 lengthA 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 ExpertFlow Campaign Manager.Proactive Surveys Summary Report of MCQquestionsPCS 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 questionsPCS 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 ReportThe Survey Average Report (built within PCS) does not cover NPS questions in the survey.Average Report No comma allowed in a question nameThere should not be any special character in the name of a question it is accepting alphanumeric characters.QuestionsCUIC Detail Report for SMS SurveyIn 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 reportCUIC Detail Report CUIC Summary Report per Question - RatingSelect one survey at a time from the filter to see the reportCUIC Summary Report per Question - RatingCUIC Summary Report per Question - BooleanSelect one survey at a time from the filter to see the report CUIC Summary Report per Question - RatingCUIC NPS Response Volume ReportSelect one survey at a time from the filter to see the report CUIC NPS Response Volume Report 

Compatibility Matrix

[data-colorid=ialbvek6d7]{color:#434343} html[data-color-mode=dark] [data-colorid=ialbvek6d7]{color:#bcbcbc}[data-colorid=o1067vh7d1]{color:#434343} html[data-color-mode=dark] [data-colorid=o1067vh7d1]{color:#bcbcbc}[data-colorid=b9b7s8ra4t]{color:#434343} html[data-color-mode=dark] [data-colorid=b9b7s8ra4t]{color:#bcbcbc}[data-colorid=xugjgr0xbh]{color:#434343} html[data-color-mode=dark] [data-colorid=xugjgr0xbh]{color:#bcbcbc}[data-colorid=ulma283yib]{color:#434343} html[data-color-mode=dark] [data-colorid=ulma283yib]{color:#bcbcbc}[data-colorid=prxr5b44jk]{color:#500050} html[data-color-mode=dark] [data-colorid=prxr5b44jk]{color:#ffafff}[data-colorid=czo4483mzs]{color:#5f6368} html[data-color-mode=dark] [data-colorid=czo4483mzs]{color:#979ba0}[data-colorid=ycq4cwl5az]{color:#434343} html[data-color-mode=dark] [data-colorid=ycq4cwl5az]{color:#bcbcbc}[data-colorid=hdht0idlj8]{color:#202124} html[data-color-mode=dark] [data-colorid=hdht0idlj8]{color:#dbdcdf}[data-colorid=fzq8c3dgpl]{color:#434343} html[data-color-mode=dark] [data-colorid=fzq8c3dgpl]{color:#bcbcbc}[data-colorid=kbxbxl4lvm]{color:#434343} html[data-color-mode=dark] [data-colorid=kbxbxl4lvm]{color:#bcbcbc}[data-colorid=f7jqrxggux]{color:#434343} html[data-color-mode=dark] [data-colorid=f7jqrxggux]{color:#bcbcbc}[data-colorid=twp7n2jlzo]{color:#33444c} html[data-color-mode=dark] [data-colorid=twp7n2jlzo]{color:#b3c4cc}OS CompatibilityThe following OS software is required on the server:ItemVersionNotesCentOS7.x updated to the latest packages (use Yum update)The application can be deployed in any folderRedHat EnterpriseRHEL 8.2 and 8.8 (Enterprise)The application can be deployed in any folderDatabase RequirementsItemNotesSQL Server 2014/2016 Standard/ EnterpriseIt 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.Docker Engine RequirementsItemNotesDocker CEDocker CE 18.06.0+Docker EEIn the case of RHEL Docker EE version 19.03.8Docker Desktop for WindowsIn the case of Microsoft Windows as the underlying OSBrowser CompatibilityItemVersionNotesFirefox78.0.2 (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.IENot supportedNot testedCisco Unified CCX CompatibilityThis release works with CCX 11.6 and 12.5Cisco Unified CCE CompatibilityThis release works with CCE 11.5 and 12.6