What is the first thing that should be verified as part of troubleshooting in this scenario?

ABC customer implemented Post Call Survey (PCS) for all Customer calls. However, the PCS flow did not engage for any of the calls. The CVP logs did not show any pieces of evidence that PCS requests had been made for the Caller.

What is the first thing that should be verified as part of troubleshooting in this scenario?
A . Validate usermicroapp-isPostCallSurvey variable being set to y in the Main Routing Script.
B . Check if the caller DN settings on SPOG has PCS enabled.
C . Check if the Survey DN has a valid Call type and is associated with the routing script to play desired prompts.
D . Check if the caller DN settings on SPOG has valid PCS DN patterns configured.

View Answer

Answer: A

Explanation:

When implementing the Post-Call Survey (PCS) feature and it is found that the survey process is not triggered in any call, the first thing you should confirm is that the variables that control the post-call survey triggering are set correctly in the main routing script. In this case, the user.microapp.isPostCallSurvey variable serves to tell the system whether the survey process should be initiated after the call ends. Setting this variable to y (i.e., "yes") is a key step in enabling post-call surveys. If this variable is not set correctly or is ignored, then the PCS process will not be triggered regardless of other configurations. So, this is the first step in troubleshooting.