Transfer the call to a post call survey instead of hanging up on the customer

[former_member227595]

Hi Gurus!

Regarding the CTI,

My requirement, as soon as the customer ends a call or the agent end the call using End button, CTI should Transfer the call to a post call survey instead of hanging up on the customer.

Any idea is very helpful.

Thanks in advance!

Regards, Diego

[corrine_guan · Accepted solution]

Hello Diego,

End button is used to finish the whole communication including saving all unsaved objects. Please refer to this document to understand the End button: https://blogs.sap.com/2014/09/16/tracking-customer-interactions-a-new-feature-and-end-is-your-friend...

When an agent want to disconnect phone call with customer, agent should click 'Hang up' button first instead of End button.

.

Your requirement is to transfer to survey call to the customer, not to the agent, right?

I'm not sure if the customer ends the call from his side, how he could listen to the survey call. So what you expect is: when the agent disconnect the call from agent side, the customer will be transferred to the survey call, right?

Best regards, Corrine