Summary | Description | Related Feature |
|---|
The refresh rate to update the real-time data is 15 seconds | The real-time data is automatically refreshed after every 15 seconds | | 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 |
| 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 ExpertFlow Campaign Manager. | 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 It takes 5 mins to sync Agents and Supervisors | It takes 5 mins to sync Agents and Supervisors . It happens only when a fresh deployment is done. It was tested on 1000 Agents and Supervisors. | User Management |
If application settings are not defined | If the application settings are not defined user will be routed to the User Management module so that he can define the settings there for UCCX and UCCE | Application Setting/
User Management |
The Application Setting in UMM can not be updated if only SMBV2 support is enabled | The Application Settings can only be updated if SMBV2 and SMBV1 support is enabled. | Application Setting/
User Management |
The Application Setting only accepts IP Addresses for now | The Application Setting only accepts IP Addresses for now | Application Setting/
User Management |
It is advised not to upload more than 300k Callers at a time | While uploading callers in the caller list, upload 300k Callers at a time | Caller List |
Uploading 200k callers take 3-4 mins | It takes 3-4 mins to upload 200k callers | Caller List |
It is advised that two consecutive files should not be uploaded | It is advised that one should wait for CSV to be uploaded completely then upload the other after the first one | Caller List |
Note that on the front end no message will be displayed that the contacts are uploaded successfully | This kind of message is displayed in the caller list logs | Caller List |
TTL jobs runs everyday after 1:00 am | TTL removes the callers from the db as well. | Caller List |
It takes 2-3 mins to Clear a Caller list containing 300k Callers | When we click on a clear call list button it starts deleting in the backend. It takes almost 2-3 mins to delete 300k callers. | Caller List |
Login a supervisor with nocache | Login a supervisor with nocache, the supervisor will auto login to the supervisor tools gadget | Finesse Gadget |
Login ST with finesse SSO | If primary UCCX or IDS service is down, Login with Finesse won't work | Finesse Gadget |
