| CPC G06Q 30/0203 (2013.01) [G06Q 30/0201 (2013.01)] | 21 Claims |
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1. A data processing system for controlling automated surveys, comprising:
a server tier having a processor;
a data store;
a non-transitory computer readable medium having instructions executable on the processor for:
for each of a plurality of transactions, during each respective transaction, automatically collecting, from a routing system and one or more call center adjunct services systems, transaction metadata and a voice session recording of a respective inbound call recorded by a call center recording system, the transaction metadata for each respective transaction comprising an identifier for the respective transaction and a plurality of metadata attributes relating to technical details of the respective voice session recording;
storing the collected transaction metadata from the plurality of transactions in the data store;
defining a survey trigger condition for a survey campaign, wherein defining the survey trigger condition comprises:
generating a responsive configuration interface page containing user configurable parameters relating to the survey trigger condition;
presenting the responsive configuration interface page to a survey designer; and
receiving input from the survey designer via the responsive configuration interface page including a filter rule specifying a Boolean operation to be applied on transaction metadata attributes;
establishing communications with a client tier having an operator interface;
receiving, by the server tier via interaction with the operator interface of the client tier, survey campaign information configured via the operator interface of the client tier, the survey campaign information comprising a reference to a survey form, a campaign schedule and the defined trigger condition applicable to the survey campaign;
identifying specific types of transactions among the plurality of transactions using the defined trigger condition, wherein the defined trigger condition comprises the filter rule specifying the Boolean operation, the filter rule applied on the transaction metadata attributes relating to the respective voice session recording; and
based on a determination that the survey campaign is active according to the campaign schedule, executing the survey campaign, by the server tier, wherein executing the survey campaign comprises:
identifying, by the server tier, a set of transactions from the plurality of transactions that meet the defined trigger condition;
identifying, by the server tier, a set of survey targets, the set of survey targets comprising a survey target for each transaction in the set of transactions;
generating, by the server tier, a worklist for the survey campaign to control conducting of surveys by an automated survey system that is configured to execute the worklist, the worklist comprising a work item for each of the set of transactions and each work item comprising transaction identification data for a transaction from the set of transactions and contact information for the survey target for the transaction corresponding to the transaction identification data in the work item;
providing the worklist to the automated survey system to cause the automated survey system to conduct surveys according to a survey form based on the worklist;
generating a responsive web page containing survey question text and answer controls;
presenting the responsive web page to a survey recipient via a survey recipient client application; and
receiving input from the survey recipient via the responsive web page;
receiving a set of survey results from the automated survey system, each survey result comprising transaction identification information for a triggering transaction from the set of transactions; and
storing survey results for conducted surveys in the data store in association with the set of transactions.
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