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Genesys E-Mail Survey - Concerns/Questions

  • 1.  Genesys E-Mail Survey - Concerns/Questions

    Posted 02-24-2021 13:22
    Good morning, afternoon and evening

    We have deployed the out of the box email survey within our Genesys Cloud instance.  As our callers end the conversation with the agent, assuming we have the callers email address on file, we automatically send a survey.  The creation and sending of the survey works fine but we have some serious functional concerns that I wonder if the community also shares or has thoughts around how to overcome?

    1. The survey remains live for 90 days - this seems like an excessive amount of time for a survey and we are finding that our customers are not always filling out the survey for the call that just took place but rather for subsequent calls that perhaps took place days, weeks later.  I am told there is no way to adjust the 90 days to something more reasonable 
    2. There is no out of the box reporting that will give a holistic view of all surveys completed, results, completion %, etc.  You can look at each individual survey but that is time consuming and unreasonable.  So, we have to leverage the API to export everything, then build a report outside Genesys
    Any thoughts anyone has would be appreciated.

    Thanks
    Tom
    #Implementation
    #QualityManagement
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Unsure/Other

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    Thomas Jackson
    New Avon Company, a Delaware Corporation
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  • 2.  RE: Genesys E-Mail Survey - Concerns/Questions

    Top 25 Contributor
    Posted 03-01-2021 14:41
    All good points.

    For the first use the Invitations to give them reminders to the first.

    For the second, we have developed a number of views for both Evaluations and Surveys that supplement the in-box reporting using Power BI.  You can see what we are doing with queue metrics here:  Genesys AppFoundry - Avtex Insights (mypurecloud.com) or contact Innovations@avtex.com for more information. 


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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