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Imagine a 1-4 groups of customer service representatives who are attending inbound/outbound calls.
Once sessions/calls are finished customer call is redirected to an IVR, where customer has opportunity to evaluate ver all customer service performance with 1-6 simple questions such as : How do you rate our representative? Was issue solved? etc .
I must have opportunity to determinate follwoing options after keypad is pressed:
1.Transfer to a SIP/PSTN
2.Record: so customer can record his voice/opinion
Each answer has a set of options that customer can dial in his phone keypad and answers are stored into MySQL for reporting purposes.
Reports : Fresh and minimalistic appeareance is required.
Access to GUI:
Supervisor must only access his group/team answers online
Admnistrator can access all groups online
Pick up date control to deteminate range of date : From Date to Date
Combo box: to select group , imagine these values : Group 1,Group 2,Group 3,Group 4, etc.. All groups
Fields in report:
From: This shows from where/what representative call was answered
Question 1 answer value
Question 2 answer value
Question 3 answer value
Question 4 answer value
Question 5 answer value
If some question answer value is a recording it must be a link to appropiate recording.
Download report : xls or csv
Download audios: The idea is to download all audios at once.
Statistics dashboard: date, week ,month, year
Bar or line graph showing count of answers per question
At end of project it must be installed in 3 cloud server instances , where each box has a centos 6.x already installed