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From Call Center Elite 7.1 onwards, the agent identifier can be added to the information available to the IVR system with a post-call survey. The agent identifier is made available in a new system-defined variable type in vectoring and is sent to an IVR application performing a post-call survey when a customer call is redirected by the VDN Return Destination (VRD) feature into vector processing. The agent identifier can be included in User-to-User Information (UUI) using existing vector commands before routing the call to an external IVR system. By adding the agent identifier in UUI, post-call surveys can furnish reports details down to the agent level.
Agent in this context is the agent who has disconnected from the customer session and the customer session is retained and is the VRD feature is processing the session. UUI can contain the agent identifier for only one agent. For example, in case of a call flow that has multiple transfers and multiple agents handling that customer call in a sequence then the UUI contains the agent identifier only for the last agent who spoke to the customer. In this case, the IVR/VRU system with a post-call survey application receives the agent information only for the last agent and the customer rating is for that agent.