Genesys Cloud CX

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  • 1.  Agentless campaign - Survey

    Posted 10-16-2017 15:45

    Hi everyone.

     

    We have some questions related to “Agentless campaigns”.

     

    Our idea is to perform an outbound campaign with a survey through IVR. As for instance, present to the customer some questions (“classify the service from 1-5”), collect the answers (pressed digit) and store the results.

     

    Is it possible through “Agentless campaigns”? If so:

    • Could it be done through “Call Analysis” that has the following “Respond Action”: “Live Voice”->” Transfer to Outbound Flow”?

     

    • How can we store the results? Is there an Architect Action that can storage the answers on the contact list? As for instance, the answers that are collected on the script when there’s an agent?

     

    Thank you in advance.



  • 2.  RE: Agentless campaign - Survey

    Posted 10-17-2017 14:38

    Hello Vasco,

     

    Yes it is possible to use an Agentless Campaign and transfer live voices to an Outbound Architect Flow and conduct a survey.

     

    As far as the results, we cannot currently store them in the contact list. However, the flow would have access to all the contact list properties such as the contactID, phone number, etc. You could build a web services data action to store these properties along with the survey results in an external DB.

     

    Hope this helps!

    Chad