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We are starting to measure 'net promoter score' in our business, as such we need to implement a post call survey for inbound and outbound interactions.
For inbound, I'd like a message played upfront before the call queues to an agent saying:
"We value your feedback, if you'd like to leave feedback, please wait on the line at the end of your call".
If the customer waits, a post call survey message is played where the customer is asked to press a number to rate the call.
For outbound, we want to apply the same concept however the agent will say "please wait on the line to answer our survey" rather than an initial recorded message.
Is this possible? If so, is this complex or can this call flow be easily created?
We have asked for this before and were not it is not a function of PureCloud.
I am hoping someone from Genesys can provide more insight.
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