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Question

 J V V Sharma (JVVS16802106)
Carelon

Carelon
IN
JVVS16802106 Member since 2023 5 posts
Carelon
Posted: Dec 25, 2019
Last activity: Jun 4, 2021
Posted: 25 Dec 2019 8:52 EST
Last activity: 4 Jun 2021 6:12 EDT
Closed

Pega Call feedback

In a call center application, if CSR agent concludes call and asks for customer to provide rating on the call using 1-9 numbers on the telephone device of customer (after CSR agents disconnects)

 

Is this feature available in PegaCALL PegaCTI?

 

Version: 8.3

***Edited by Moderator: Pooja Gadige to add platform capability tag***
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Pega Customer Service
Decision Management

  • William Tran
Posted: 4 years ago
Posted: 28 Dec 2019 2:30 EST
Praveen Palagani (palas3)
Pegasystems Inc.
Principal Technical Solutions Engineer
Pegasystems Inc.
IN

Hi,

Can you please look into the section: Changing Net Promoter settings in the implementation guide (https://community.pega.com/system/files/pdfs/pega-customer-service-74-implementation-guide.pdf) for this requirement.

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Posted: 4 years ago
Posted: 1 Jan 2020 8:52 EST
J V V Sharma (JVVS16802106)
Carelon

Carelon
IN

I appreciate your response, thank you. 

As per my understanding, net promoter case will be created and that need to be worked up for feedback. 

My question was - on the call, after CSR agent drops the call, customer should be immediately record his feedback from him mobile device. 

This feature is available in OOTB CRM suite?

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