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  • 1.  Automatic surveys with or without interactions, & manual surveys without interacions

    Posted 06-16-2020 09:39
    No replies, thread closed.
    Greetings,

    I'm being requested by our Customer to set up automatic surveys after interactions with some Agents (considered front end) in some of their busisness. That is, after the interaction has ended, be it a call or a chat, PureCLoud should automatically send a survey to that client.

    Also, they want to be able to have their "back end" Agents to send surveys without having to interact directly with a client, in cases where the problem that generated a ticket is solved by said Agent without having to contact the client.

    Are any of both things configurable within the realm of PureCloud?
    #QualityManagement

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    Matias Tonazzi
    Interaxa S.A.
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  • 2.  RE: Automatic surveys with or without interactions, & manual surveys without interacions

    Posted 06-17-2020 07:25
    No replies, thread closed.

    Morning Matias, 

    Genesys offers Survey capabilities more info can be found here: https://help.mypurecloud.com/articles/about-web-surveys/

    Currently Surveys need to be tied to an interaction and cannot be manually sent. A architect workflow potentially could be designed to provide this capability however this would be unique to your organization. We do have open ideas for Surveys and they can be found in our ideas lab

    ​Cheers



    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
    ------------------------------

    Original Message


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