Genesys Cloud - Main

Hello,

We are working on adding surveys for a queue with both voice and agent first callbacks but I have been informed that callbacks do not work with surveys due to the outbound aspect. We would like to introduce the survey to have callers stay on the line after the call before it reaches the agent, however right now it is playing for both voice and callback callers. Has anyone found a way to introduce the survey to the callers before reaching the agent and only on noncallback calls?

Thank you! 

Hello @Gina Foran

I don't know if I properly understood the scenario, but could you confirm how the survey is being launched today?

If Set Post-Flow is configured before the caller chooses between waiting for an agent and requesting a callback, both paths may inherit the same survey behavior. In that case, I would either set the post-flow only on the normal voice path, or explicitly clear or avoid it on the callback path.

Another option is to pass your own control value. For example, before the post-flow is reached, set something like

SurveyEligible = true for normal inbound voice calls and

SurveyEligible = false or CallType = Callback before creating the callback.

That said, if you can control the path inside Architect, I would prefer setting your own flag before the callback is created. It is usually cleaner than trying to infer later whether the interaction came from the callback path.

Hi Arthur,

Yes the set post-flow is configured before the caller chooses between waiting for an agent and requesting a callback but I was able to add a clear post-flow on the callback route so it doesn't play the survey incorrectly. The issue is that I added audio before the set post flow and Im not sure how to get rid of that on the callback flows. The callbacks are only offered after a certain amount of time so some of the calls don't go through the callback flow portion in order to place the audio after the callback selection.

Thank you