Configure integration with Quality Monitoring (current version)

Customer Feedback integration with the current version of Quality Monitoring enables you to add value to the survey data you have collected by translating surveys into evaluation forms, and survey results into agent evaluations.

Adding integration also provides you with the ability to drill down via Feedback Results (reports) to access contacts directly from Customer Feedback to analyze the results of your customer interactions and optimize services provided to your customers.

You complete integration with the current version of Quality Monitoring by adding the appropriate adapter to your Integration Server. After you have configured the integration adapter, exported surveys, and imported the surveys as evaluation forms, Customer Feedback data automatically feed into the integrated system.

For surveys exported to QM, the survey name cannot exceed 40 characters.

You must be licensed for the current version of Quality Monitoring to use the integration described in this section.

To learn more about the Integration Server, see the Workforce Optimization System Administration Guide.

To integrate Customer Feedback with Quality Monitoring(current version), complete the following procedures.

Procedure	When to Complete
Configure Customer Feedback settings	One-time procedure to select the version of Quality Monitoring for the integration and the related integration settings. NOTE: Ensure you select configuration for Default QM.
Enable the Customer Feedback to Quality Monitoring Integration Adapter	One-time procedure to enable the integration with the Integration Service.
Export surveys from Customer Feedback	After building a new survey you want to use for agent evaluation. Any time you make a change to a survey, survey question, or a business objective associated with a survey question. Change the name of survey, so it is a new form when imported to QM. If you change the business objective associated with a question, remember to change the name of all previously exported surveys that use this question.
Import surveys into Quality Monitoring Form Designer	After exporting a new survey from the Customer Feedback system. After exporting a changed survey from the Customer Feedback system. Any time you make a change to a survey, survey question, or a business objective associated with a survey question.

Survey Load (ETL process) must complete before the Customer Feedback - Export Survey Result to QM Adapter runs. For information about scheduling the Survey Load, see Configure Customer Feedback settings.