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?
- 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
- 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------------------------------
Thomas Jackson
New Avon Company, a Delaware Corporation
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