I have reduced the end of speech time out to 2s and disconnected the call exactly while system playing footer message(Disconnected manually and # to end to call) and transcript look good.Based on the results if caller disconnect the call while still in collection mode transcript with be empty but in case of disconnect is at footer message then no issues with transcript?
Idea is already submitted for supporting Voice Survey for pure OutBound calls? If so could you please share the details so that i can vote or else will submit new idea.
Original Message:
Sent: 09-13-2024 14:54
From: Herrick Mai
Subject: BETA - Voice Survey
Hey Meegada,
Regarding the second point seems like the disconnection is occurring while still in answer collection mode. One thing the team noticed is that your end of speech timeout is 3s, you could try reducing that window between answer collection and the footer prompt.
Regarding outbound calls, it would be supported in a more clean manner once that idea is out. Another beta customer did comment that "
In the case of an outbound campaign where the caller is already in the flow you can use the Set Post Flow block to transfer them directly to the voice survey. We were able to get into the voice survey beta and I can build this out."
Finally for the confirmation point, it will not be a part of this GA but could be considered as an enhancement after GA, please add an idea in our aha portal.
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Herrick Mai
Genesys - Employees
Original Message:
Sent: 09-11-2024 12:00
From: Meegada Sreeni
Subject: BETA - Voice Survey
Hi Herrick,
Thanks for looking into this and Please find the details below and let me know if you have any questions.
- No transcript for free form text if caller hangs up first -> If the open-ended feedback is the last question in the Survey form, Once caller provide feedback and disconnect the call first before playing Footer section then transcript in the form is empty.
- No transcript for free form text if caller press/enter # to end call -> If the open-ended feedback is the last question in the Survey form, Once caller provide feedback and Press # to disconnect the call first before playing Footer section then transcript in the form is # instead of actual feedback.
- Regarding outbound calls, once https://genesyscloud.ideas.aha.io/ideas/CEV-I-601 is available it should be supported -> Is this going to support pure outbound call scenarios? - No Inbound call, CSR make pure outbound call on behalf of queue to member and once CSR end call, call should route to Survey.If I am reading the above idea it is more specific to Transfer/Conference so wanted to confirm.
- Unable to ask for confirmation to the caller input for 'nps question' -> How can we ask confirm caller input for NPS Question?
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Meegada Sreeni
Blue Cross Blue Shield of Michigan
Original Message:
Sent: 09-11-2024 11:06
From: Herrick Mai
Subject: BETA - Voice Survey
Hi Meegada,
Can you please elaborate on the following two points, and explain the journey:
- No transcript for free form text if caller hangs up first
- No transcript for free form text if caller press/enter # to end call
Regarding the 500 character limit, I'll see if its possible to extend. For the configurability of how long the system will wait (for silence) ability to end the call that is not available, please feel free to submit an idea on that.
Regarding outbound calls, once https://genesyscloud.ideas.aha.io/ideas/CEV-I-601 is available it should be supported.
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Herrick Mai
Genesys - Employees
Original Message:
Sent: 09-03-2024 13:41
From: Meegada Sreeni
Subject: BETA - Voice Survey
Hi Herrick,
Below is the feedback based on our testing so far and it would be great if you can provide the response/update asap.
- Transcribing only 500 char in free form text field
- No transcript for free form text if caller hangs up first
- No transcript for free form text if caller press/enter # to end call
- Unable to find setting for how long system wait( for silence) to end the call
Also, How can we enable Voice survey for outbound calls?
Thanks,
Sreeni
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Meegada Sreeni
Blue Cross Blue Shield of Michigan
Original Message:
Sent: 07-22-2024 13:24
From: Herrick Mai
Subject: BETA - Voice Survey
Dear Community Members,
The Customer Surveys team is pleased to announce that our new beta for Voice Surveys has started! Due to limitations on the amount of customers that we could enrol for this beta, only customers that received confirmation that they were accepted will have access to the beta feature for the time being. We are targeting to GA this feature in late Oct. Please ensure that your feedback by Sept 23, 2024.
We'll be turning on the features separately per region, below are the timeframes we will be turning them on per region:
Tuesday July 23
- Sydney (9am EST)
- London (8pm EST)
Wednesday July 24
- Oregon (9am EST)
- N Virginia (8pm EST)
- Ireland (8pm EST)
- Frankfurt (8pm EST)
Genesys Cloud can now enable customers to complete a voice survey at the end of a inbound voice interaction to provide experience feedback that can be analyzed alongside feedback captured in web surveys. Minutes spent on voice surveys will be counted towards your IVR minutes. You'll need to use Genesys Enhanced TTS and it is free for use with voice surveys and architect bot flows.
Core capabilities:
- Reuses existing Survey Forms, form creation and management
- In Architect, the new voice survey flow is dependant on the selection of an existing Survey Form
- Flow is autogenerated based on the Questions and Answers in the Form
- Question and Answer Text are presented as TTS, uploaded prompt can also be used
- Customer answers can be provided as DTMF responses or spoken speech
- Supported Questions Types:
- Yes/No
- Multiple Choice, up to 20 options
- Range with up to 20 options
- Net Promoter Score (NPS)
- Free Text (customer response will be in voice recording if recorded)
- Partial Results still saved if Voice Survey is abandoned mid call
- Voice Survey Flow data will appear in Bot Analytics
- All Voice Survey Form answer results are available in Analytics alongside other Survey Form answer results
To help you get started here are two recorded videos that you can use as reference:
To learn more you can visit our resource articles:
Survey forms
- About surveys https://help.mypurecloud.com/?p=175240
- Create a web survey form https://help.mypurecloud.com/?p=174190
- Copy a web survey form https://help.mypurecloud.com/?p=301485
- Format the header and footer in a web survey form https://help.mypurecloud.com/?p=175300
- Add questions to a web survey form https://help.mypurecloud.com/?p=175307
- View an interaction's quality summary https://help.mypurecloud.com/?p=129205
Survey flows (Architect)
- Set Post-Flow action https://help.mypurecloud.com/articles/set-post-flow-action/
- Create a flow https://help.mypurecloud.com/articles/create-call-flow/
- Architect built-in variables https://help.mypurecloud.com/articles/architect-default-variables/
- Set up default action settings https://help.mypurecloud.com/articles/set-default-action-settings/
- About Architect https://help.mypurecloud.com/articles/about-architect/
- Task and state editor actions https://help.mypurecloud.com/articles/task-editor-actions/
- Work with voice survey flows https://help.mypurecloud.com/articles/work-with-voice-survey-flows/
- Ask Survey Question action https://help.mypurecloud.com/articles/ask-survey-question-action/
- Voice Survey Flow settings https://help.mypurecloud.com/articles/voice-survey-flow-settings/
- Set up user input for a voice survey flow https://help.mypurecloud.com/articles/set-up-user-input-for-a-voice-survey-flow/
- Recording settings in voice survey flows https://help.mypurecloud.com/articles/recording-settings-in-voice-survey-flows/
Thank you for being part of our community, and we look forward to your feedback.
#customersurvey
#BetaAnnouncement
#Surveys
#BetaAnnouncement
#BetaUpdate
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Herrick Mai
Genesys - Employees
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