HI, we have UCCE 8.6 with CVP 8.5 and CUIC 8.0.
We have a need to implement the post call survey. We have doing this for the first time. So, looking for suggestions from your end.
I understand from the document that post call survey data to be populated to an external database and later use it for reporting.
Wanted to understand if the post call data can be written to UCCE DB or CVP DB? Or should we send this data to an external DB? If we can populate the data to UCCE DB, can we use the CUIC for reporting?
Also, wanted to check if the data can be popoulated to a back end CRM and generate reports from CRM instead of CUIC. Is it a best practise?
Kindly share your thoughts and experience.
Regards,
Senthil
You can create a external db or a db within ucce. It does not mateer. You can use any db to do cuic reporting. You just need to add the data source within cuic. You can populate to external crm, however from best practice perspective it may be better to keep it within cuic as it allow you to keep all call center reports under one umbrella. There will be agent performance reports along with pcs reports, which can be all reviewed together.
Hemal
