Plum IVR Support

1. How do we link individual surveys back to the customer service agent?
2. How many files will plum survey be able to hold? Is there a size limit to each file and how many can the server itself hold?
3. What is the contacts sections of the site used for? Just customer info?



if these questions could be answered that would be great!

Hi,

1. Unfortunately that is not a current feature available in Survey at the moment. Our development team is working on an updated Survey tool that will allow this type of linking. We do not have an ETA for the release but it should become available in the next few months. For now, if possible, we suggest adding a "full name" question in your survey that asks for the name of the customer service representative. However, this relies on callers remembering the representative's name. If you do use the "full name" question, you can then use the filter tool to filter by customer service rep.

2. Can you clarify what you mean by files? If you're referring to audio files, then the limit is more about the size of each audio file. It can be up to 1.0 M in size. Please let us know if you're referring to other types of files.

3. The contacts section is for outbound campaigns, so if you wanted to send calls out to some people. Here you can add recipients individually or upload using a CSV file before creating an outbound campaign. If you are interested in outbound campaigns or contacts, feel free to look through our FAQ documentation here http://survey.plumvoice.com/admin/docs.php?dest=faq under "Data Collection" section 4 "Outbound Campaigns".

Regards,
Plum Support

In regards to the question regarding files, my concern is that we have a large call volume and want to ensure that the application is able to hold all of the files. This being said we weren't sure if there was a space limit on the amount of individual survey's and audio recordings that can be held.

Hi,

If you're referring to responses that can be logged for a survey, there is no limit to the amount of responses you can record, nor is there a limit on audio recordings made through open ended questions on the survey. If you meant something else, please let us know.

Regards,
Plum Support

As far as question about linking, will the customer phone number be available through Plum’s reporting system?

Hi,

This depends on how calls come in to your survey. If customers call into the survey directly, their phone number would be captured in the Caller ID field of the reports. If customers are transfered in to the survey from a call center or from an internal extension, that internal number will be recorded in the Caller ID.

If you are transfering from an internal number, you could include a question in the survey asking customers to input their phone number.

Regards,
Plum Support