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Summary |
Description |
Related Feature |
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Gateway settings are present in English only |
Gateway settings are not translated |
Translation |
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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 |
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The refresh rate for the historical data is 1 hour |
The updated historical stats are available after an hour |
Survey Dashboard |
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Delete Surveys |
Do not delete the surveys through PCS used in survey dashboard |
Survey Dashboard |
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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 |
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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 |
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SMS Survey Supported languages |
English, German, and French supported for SMS Survey message. |
SMS Surveys |
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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 |
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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 |
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Single question per one SMS survey |
An SMS survey can only contain one question per survey. |
SMS Surveys |
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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 |
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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 |
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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 |
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10 possible answers to an MCQ type question |
A user can define 10 answer options at max in an MCQ type
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While creating survey questions |
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Questions in a survey cannot be modified once after the survey is created |
Once created, questions in a survey cannot be changed. |
Survey List |
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Satisfaction levels for rating and boolean surveys |
Survey satisfaction levels can only be configured for rating and boolean type surveys. |
Survey List |
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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 |
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Acceptable phone number length |
A valid number for PCS is considered to be a min of 10 and a max of 15 digits long. |
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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 |
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Summary Report of MCQ
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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
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Summary Report |
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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
|
Summary Report |
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NPS Question excluded from the Average Report |
The Survey Average Report (built within PCS) does not cover NPS questions in the survey. |
Average Report |
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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 |
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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 |
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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 |
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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 |
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CUIC NPS Response Volume Report |
Select one survey at a time from the filter to see the report |
CUIC NPS Response Volume Report |