Genesys Cloud - Main

Hey all, 

I have been asked to generate a web survey for an "interaction" that occurs outside of Genesy (Order shipped from our warehouse)

My first thought was to look for an API that would generate a survey, but to my knowledge, that does not exist. I did however, find an idea 

 https://genesyscloud.ideas.aha.io/ideas/CESVY-I-27

Go vote!

My 2nd thought is to generate an email, replace the from with the customers email address and send it to a Genesys flow. From there, I can transfer to an ACD and then while in queue, wrap and disconnect it. I can create a policy to send email surveys to email interactions with the queue and wrap code. 

The problem I am running into is I cant even see if its working because of the 72 hour delay on surveys sent on email interactions. Is there a way to bypass the 72 delay? 

#ArchitectureandDesign
#QualityManagement

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Nick Argeson
Telephony Admin
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You are correct. Surveys can only be assigned for interactions routed through Genesys and handled by an agent.  This means that you would not be able to trigger that survey without an agent involved.  Yes, the Email option is possible, but as you have found out, that 72-hour delay causes angst with the clients who use it for Email or Messaging.  Here is the idea to vote and comment on for this: Allow Scalable Timer for Sending email | Genesys Cloud Ideas Portal

If you don't mind the extra expense, you could do the same using workitems that have automation to close the item automatically after assigning to an agent.  I have not tested if the 72-hour timer with workitmes, but worth looking at.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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