Genesys Cloud CX - Beta HQ

Hi Herrick, I seem to have missed seeing the signup link for this.  Probably just not paying enough attention :)  Where was it posted?

Hi Herrick

My Customer was accepted on the beta, but I note there is no schedule to turn this on for London, is this correct please.

Kind Regards

Hey Philip, 

Good catch! We'll actually be turning it on for London at 8pm EST today.

Hi Herrick

My Customer was accepted on the beta, but I note there is no schedule to turn this on for London, is this correct please.

Kind Regards

Hello Herrick.  We seemed to have missed this one as well.  I have the State of Indiana Interested in testing it out on their Commercial org.  I know it is showing that sign-up has closed.  Is there any chance to get the State signed up?

Hi Herrick,

Thanks for the detailed guides and demos. I'm working through creating our post call survey and running into a problem with saving and publishing the newly created flow. Specifically, an error around supported languages for text to speech: "Text to speech engine 'Genesys TTS' does not support flow type voicesurvey." Do you have a solution for this issue?

Hey Robert,

Please make sure you use Genesys Enhanced TTS

Hi Herrick,

Thanks for the detailed guides and demos. I'm working through creating our post call survey and running into a problem with saving and publishing the newly created flow. Specifically, an error around supported languages for text to speech: "Text to speech engine 'Genesys TTS' does not support flow type voicesurvey." Do you have a solution for this issue?

Hey Robert,

Please make sure you use Genesys Enhanced TTS

Hi Herrick,

Thanks for the detailed guides and demos. I'm working through creating our post call survey and running into a problem with saving and publishing the newly created flow. Specifically, an error around supported languages for text to speech: "Text to speech engine 'Genesys TTS' does not support flow type voicesurvey." Do you have a solution for this issue?

Hey Robert,

Please make sure you use Genesys Enhanced TTS

Hi Herrick,

Thanks for the detailed guides and demos. I'm working through creating our post call survey and running into a problem with saving and publishing the newly created flow. Specifically, an error around supported languages for text to speech: "Text to speech engine 'Genesys TTS' does not support flow type voicesurvey." Do you have a solution for this issue?

Hi Herrick,

Do we  need to purchase Genesys Enhanced TTS or is that a free tool?

Regards,

Hey Robert,

Please make sure you use Genesys Enhanced TTS

Hi Herrick,

Thanks for the detailed guides and demos. I'm working through creating our post call survey and running into a problem with saving and publishing the newly created flow. Specifically, an error around supported languages for text to speech: "Text to speech engine 'Genesys TTS' does not support flow type voicesurvey." Do you have a solution for this issue?

What is the order of operations, for updating a survey and the flow?  I have only been playing around with creating form and the architect flow so far.  If i publish new form, it doesn't seem to update the architect flow with new question changes.  Is a new form / new flow required?

Hey Aaron,

You are correct, new form changes will require a new flow to keep data in sync and to flow correctly downstream to things like reporting down the line.

What is the order of operations, for updating a survey and the flow?  I have only been playing around with creating form and the architect flow so far.  If i publish new form, it doesn't seem to update the architect flow with new question changes.  Is a new form / new flow required?

Hi Herrick, I don't see where the West region is turned on.  From my understanding this is our region.

------------------------------
Bev Malouf

PepsiCo
------------------------------

Hi Bev,

The information I have from PepsiCo's submission was for East region which has been turned on. Can you have your genesis contact reach out to me to confirm the details of your region and org ID? Thanks!

Hi Herrick, I don't see where the West region is turned on.  From my understanding this is our region.

------------------------------
Bev Malouf

PepsiCo

Hi Herrick - Based on the Appfoundry info,  it looks like there's a charge associated with Enhanced TTS.  Is this something that can be removed from our account? 

Thanks
Carlos

Hi Carlos,

Genesys Enhanced TTS is free for use with voice surveys and architect bot flows.

Hi Herrick - Based on the Appfoundry info,  it looks like there's a charge associated with Enhanced TTS.  Is this something that can be removed from our account? 

Thanks
Carlos

Thanks.  Are there plans to make the survey reporting available at an agent level?  

Hi Carlos,

Genesys Enhanced TTS is free for use with voice surveys and architect bot flows.

Hi Herrick - Based on the Appfoundry info,  it looks like there's a charge associated with Enhanced TTS.  Is this something that can be removed from our account? 

Thanks
Carlos

Hi Carlos,

Yes there are plans to do exactly that. We are starting with detailed reporting for Quality and plan to follow up with Surveys afterwards.

Thanks.  Are there plans to make the survey reporting available at an agent level?  

Hi Carlos,

Genesys Enhanced TTS is free for use with voice surveys and architect bot flows.

Hi Herrick - Based on the Appfoundry info,  it looks like there's a charge associated with Enhanced TTS.  Is this something that can be removed from our account? 

Thanks
Carlos

Will the Set Participant Data action be available in the Voice Survey Architect Flow?

This would allow us to set attributes based on answers to run a post survey trigger / notification.

I know we can run a data action to do so, but we would have to run one on any attribute we would want to set and this could add up quickly. 

Quick question regarding the usage costs. This post call survey flow appears to be a bot flow but the documentation indicates that this flow will count against IVR usage. So there will be no Bot usage charged for post call survey flows? Also since this is a bit flow there is no enhanced TTS usage fees, although the org must have the enablement for enhanced TTS, correct?

Hi Mark you are correct!

Quick question regarding the usage costs. This post call survey flow appears to be a bot flow but the documentation indicates that this flow will count against IVR usage. So there will be no Bot usage charged for post call survey flows? Also since this is a bit flow there is no enhanced TTS usage fees, although the org must have the enablement for enhanced TTS, correct?

Hello Herrick -

I noticed in testing this functionality today that Copilot doesn't present the agent with the suggested wrap-up code(s) or conversation summary until after the caller has completed the survey. I get that the call is still connected to Genesys, but not to the agent. Can this behavior be modified so Copilot kicks in with the finishing touches after the agent disconnects?

Hi Mark you are correct!

Quick question regarding the usage costs. This post call survey flow appears to be a bot flow but the documentation indicates that this flow will count against IVR usage. So there will be no Bot usage charged for post call survey flows? Also since this is a bit flow there is no enhanced TTS usage fees, although the org must have the enablement for enhanced TTS, correct?

Hi Herrick, the question in Row 22 didn't get an answer: 

For Genesys: Are there plans to make the survey reporting available at an agent level?  

For other Beta testers: Have you found a way to report at an agent level? We can only view at a queue/survey form level. Agent reporting is a requirement. 

Hi Ben,

Thanks for the question, please note that voice surveys related columns and filters within the analytics views will not be a part of the beta and only available when the feature becomes available GA.

Hi Herrick, the question in Row 22 didn't get an answer: 

For Genesys: Are there plans to make the survey reporting available at an agent level?  

For other Beta testers: Have you found a way to report at an agent level? We can only view at a queue/survey form level. Agent reporting is a requirement. 

Hi Herrick, can you clarify further what is meant by "voice surveys related columns and filters within the analytics views will... be available when the feature becomes available GA."

Does this mean agent-level question reporting, and being able to export a report on an agent's scores by question, will be available to us once this goes live for GA?

Thanks

Hi Ben,

Thanks for the question, please note that voice surveys related columns and filters within the analytics views will not be a part of the beta and only available when the feature becomes available GA.

Hi Herrick, the question in Row 22 didn't get an answer: 

For Genesys: Are there plans to make the survey reporting available at an agent level?  

For other Beta testers: Have you found a way to report at an agent level? We can only view at a queue/survey form level. Agent reporting is a requirement. 

Hi Ben,

The voice surveys related columns and filters within the analytics views will correspond to the following existing views, so that you can see and select voice survey as a type.

1. Survey Performance Summary view
2. Agents Queues Detail view
3. Queue Performance Summary view
4. Queue Performance Detail view
5. Survey Performance Detail view 
6. Agents Interactions Detail view
7. Interactions view 
8. Queues Interactions Detail view 
9. Campaign Interactions Detail view 
10. My Interactions view 
11. Bot Performance Summary view 
12. Bot Performance Detail view 
13. Flows Performance Summary view 
14. Flows Performance Detail view 

This will allow you to see results but still at the form level. Agent question level reporting is outside the scope of this release.

Hi Herrick, can you clarify further what is meant by "voice surveys related columns and filters within the analytics views will... be available when the feature becomes available GA."

Does this mean agent-level question reporting, and being able to export a report on an agent's scores by question, will be available to us once this goes live for GA?

Thanks

Hi Ben,

Thanks for the question, please note that voice surveys related columns and filters within the analytics views will not be a part of the beta and only available when the feature becomes available GA.

Hi Herrick, the question in Row 22 didn't get an answer: 

For Genesys: Are there plans to make the survey reporting available at an agent level?  

For other Beta testers: Have you found a way to report at an agent level? We can only view at a queue/survey form level. Agent reporting is a requirement. 

Hi Ben,

Thanks for the question, please note that voice surveys related columns and filters within the analytics views will not be a part of the beta and only available when the feature becomes available GA.

Hi Herrick, the question in Row 22 didn't get an answer: 

For Genesys: Are there plans to make the survey reporting available at an agent level?  

For other Beta testers: Have you found a way to report at an agent level? We can only view at a queue/survey form level. Agent reporting is a requirement. 

Herrick, similar question, do we know what data table the survey data is being written to for external reporting? or is this something that will not occur until GA? Currently, I have only been able to find the survey performance data within Genesys. 

Hi Ben,

Thanks for the question, please note that voice surveys related columns and filters within the analytics views will not be a part of the beta and only available when the feature becomes available GA.

Hi Herrick, the question in Row 22 didn't get an answer: 

For Genesys: Are there plans to make the survey reporting available at an agent level?  

For other Beta testers: Have you found a way to report at an agent level? We can only view at a queue/survey form level. Agent reporting is a requirement. 

Hi Tyler

Herrick, similar question, do we know what data table the survey data is being written to for external reporting? or is this something that will not occur until GA? Currently, I have only been able to find the survey performance data within Genesys. 

Hi Ben,

Thanks for the question, please note that voice surveys related columns and filters within the analytics views will not be a part of the beta and only available when the feature becomes available GA.

Hi Herrick, the question in Row 22 didn't get an answer: 

For Genesys: Are there plans to make the survey reporting available at an agent level?  

For other Beta testers: Have you found a way to report at an agent level? We can only view at a queue/survey form level. Agent reporting is a requirement. 

Herrick, 

Just to confirm, we have our call data being written to snowflake. Are we able to access the survey data there? and if so, are you able to point us in the right direction?

Thanks!

Hi Tyler

Herrick, similar question, do we know what data table the survey data is being written to for external reporting? or is this something that will not occur until GA? Currently, I have only been able to find the survey performance data within Genesys. 

Hi Ben,

Thanks for the question, please note that voice surveys related columns and filters within the analytics views will not be a part of the beta and only available when the feature becomes available GA.

Hi Herrick, the question in Row 22 didn't get an answer: 

For Genesys: Are there plans to make the survey reporting available at an agent level?  

For other Beta testers: Have you found a way to report at an agent level? We can only view at a queue/survey form level. Agent reporting is a requirement. 

Hi Herrick, is there a proper channel to provide feedback, or we would post them here in the Discussion thread?

Hi Herrick - A few things we've noticed in our testing.  

The NPS score is not available when looking at the questions in the Survey Performance view.  This is only available in the overall view which means we would have to download both to get all the data we need. 

When calls are transferred between agents (or from one queue to another) the survey response is associated with the original agent that took the call.  In most cases, if the call was misrouted, the second agent will be the one who handles the call and should receive the survey score.  There's currently no way to change that behavior so that on transfer the survey moves to the second agent.  Ideally, this would be configurable or an option in the flow setup. 

Thanks

Carlos

Hi Carlos

Thanks for the feedback, can you please submit an idea for this with your use cases. 

Hi Herrick - A few things we've noticed in our testing.  

The NPS score is not available when looking at the questions in the Survey Performance view.  This is only available in the overall view which means we would have to download both to get all the data we need. 

When calls are transferred between agents (or from one queue to another) the survey response is associated with the original agent that took the call.  In most cases, if the call was misrouted, the second agent will be the one who handles the call and should receive the survey score.  There's currently no way to change that behavior so that on transfer the survey moves to the second agent.  Ideally, this would be configurable or an option in the flow setup. 

Thanks

Carlos

Hi,

From Voice survey reporting perspective, will there be any interactions with Outstanding, Bounce, Complaint, Expire status? I assume this view is for both Voice and Email survey which some of these are applicable only to Email and not Voice survey?I tried various use cases and only see Completed and Abandon status.

Hi Meegada,

We do not use those other statuses for voice survey.

Hi,

From Voice survey reporting perspective, will there be any interactions with Outstanding, Bounce, Complaint, Expire status? I assume this view is for both Voice and Email survey which some of these are applicable only to Email and not Voice survey?I tried various use cases and only see Completed and Abandon status.

Hi Herrick, 

For reporting and stakeholder education purposes - is there a guide which give details/calculation for various fields. For e.g. Sent column count = Complete + Abandon + Errors? Similarly for Complete column count what all fields makes up count under complete.   

Hi Meegada,

We do not use those other statuses for voice survey.

Hi,

From Voice survey reporting perspective, will there be any interactions with Outstanding, Bounce, Complaint, Expire status? I assume this view is for both Voice and Email survey which some of these are applicable only to Email and not Voice survey?I tried various use cases and only see Completed and Abandon status.

Hi,

After setting up the survey forms and the voice survey flow, we are having issues to set up the Post Flow Action into architect.

In our flows, the calls can be redirected to different queues depending of the topic and status of the customer, we set up the post flow action at the bottom of the flow, but it does not work.

Any recommendations?

Thank you!

Hi Herrick,

We did not enroll in this Beta, but I reviewed the demo and have a question regarding, using the post-flow action.

When setting up a post-flow action in your inbound flow, if the interaction reaches the in-queue flow and the customer requests a callback after X minutes, followed by a disconnect action, the interaction still transfers to the post-flow setup call flow after disconnect.

Please note: We don't want to clear the post-flow since we currently use surveys for callbacks as well.

Has anyone tested this scenario with this functionality? Could you please check this for me?

Thanks!

Hi Suresh,

Just wanted to clarify on your question, so you essentially want to understand if the interaction will still transfer to the survey flow after a disconnect even though it was due to a call back request?

Hi Herrick,

We did not enroll in this Beta, but I reviewed the demo and have a question regarding, using the post-flow action.

When setting up a post-flow action in your inbound flow, if the interaction reaches the in-queue flow and the customer requests a callback after X minutes, followed by a disconnect action, the interaction still transfers to the post-flow setup call flow after disconnect.

Please note: We don't want to clear the post-flow since we currently use surveys for callbacks as well.

Has anyone tested this scenario with this functionality? Could you please check this for me?

Thanks!

Hi @Herrick,

Yes that is correct. Could you pls test and let me know how it goes ? As per my understanding it still transfer to survey even though you have disconnect action in the flow. Thanks..!!

Regards,

Suresh U

Thanks..!!

Regards,

Suresh U

Hi Suresh,

Just wanted to clarify on your question, so you essentially want to understand if the interaction will still transfer to the survey flow after a disconnect even though it was due to a call back request?

Hi Herrick,

We did not enroll in this Beta, but I reviewed the demo and have a question regarding, using the post-flow action.

When setting up a post-flow action in your inbound flow, if the interaction reaches the in-queue flow and the customer requests a callback after X minutes, followed by a disconnect action, the interaction still transfers to the post-flow setup call flow after disconnect.

Please note: We don't want to clear the post-flow since we currently use surveys for callbacks as well.

Has anyone tested this scenario with this functionality? Could you please check this for me?

Thanks!

Hi @Herrick,

Yes that is correct. Could you pls test and let me know how it goes ? As per my understanding it still transfer to survey even though you have disconnect action in the flow. Thanks..!!

Regards,

Suresh U

Thanks..!!

Regards,

Suresh U

Hi Suresh,

Just wanted to clarify on your question, so you essentially want to understand if the interaction will still transfer to the survey flow after a disconnect even though it was due to a call back request?

Hi Herrick,

We did not enroll in this Beta, but I reviewed the demo and have a question regarding, using the post-flow action.

When setting up a post-flow action in your inbound flow, if the interaction reaches the in-queue flow and the customer requests a callback after X minutes, followed by a disconnect action, the interaction still transfers to the post-flow setup call flow after disconnect.

Please note: We don't want to clear the post-flow since we currently use surveys for callbacks as well.

Has anyone tested this scenario with this functionality? Could you please check this for me?

Thanks!

Hi @Herrick Mai, Any update on this pls ?

Hi @Herrick,

Yes that is correct. Could you pls test and let me know how it goes ? As per my understanding it still transfer to survey even though you have disconnect action in the flow. Thanks..!!

Regards,

Suresh U

Thanks..!!

Regards,

Suresh U

Hi Suresh,

Just wanted to clarify on your question, so you essentially want to understand if the interaction will still transfer to the survey flow after a disconnect even though it was due to a call back request?

Hi Herrick,

We did not enroll in this Beta, but I reviewed the demo and have a question regarding, using the post-flow action.

When setting up a post-flow action in your inbound flow, if the interaction reaches the in-queue flow and the customer requests a callback after X minutes, followed by a disconnect action, the interaction still transfers to the post-flow setup call flow after disconnect.

Please note: We don't want to clear the post-flow since we currently use surveys for callbacks as well.

Has anyone tested this scenario with this functionality? Could you please check this for me?

Thanks!

Hi @Herrick Mai/@Alain Hong,  Any update on this test scenario ? Thanks..!!

Hi @Herrick Mai, Any update on this pls ?

Hi @Herrick,

Yes that is correct. Could you pls test and let me know how it goes ? As per my understanding it still transfer to survey even though you have disconnect action in the flow. Thanks..!!

Regards,

Suresh U

Thanks..!!

Regards,

Suresh U

Hi Suresh,

Just wanted to clarify on your question, so you essentially want to understand if the interaction will still transfer to the survey flow after a disconnect even though it was due to a call back request?

Hi Herrick,

We did not enroll in this Beta, but I reviewed the demo and have a question regarding, using the post-flow action.

When setting up a post-flow action in your inbound flow, if the interaction reaches the in-queue flow and the customer requests a callback after X minutes, followed by a disconnect action, the interaction still transfers to the post-flow setup call flow after disconnect.

Please note: We don't want to clear the post-flow since we currently use surveys for callbacks as well.

Has anyone tested this scenario with this functionality? Could you please check this for me?

Thanks!

Hi Suresh,

For now it will still transfer to the survey, please follow https://genesyscloud.ideas.aha.io/ideas/CEV-I-601, as it should solve the issue when it is released.

Hi @Herrick Mai/@Alain Hong,  Any update on this test scenario ? Thanks..!!

Hi @Herrick Mai, Any update on this pls ?

Hi @Herrick,

Yes that is correct. Could you pls test and let me know how it goes ? As per my understanding it still transfer to survey even though you have disconnect action in the flow. Thanks..!!

Regards,

Suresh U

Thanks..!!

Regards,

Suresh U

Hi Suresh,

Just wanted to clarify on your question, so you essentially want to understand if the interaction will still transfer to the survey flow after a disconnect even though it was due to a call back request?

Hi Herrick,

We did not enroll in this Beta, but I reviewed the demo and have a question regarding, using the post-flow action.

When setting up a post-flow action in your inbound flow, if the interaction reaches the in-queue flow and the customer requests a callback after X minutes, followed by a disconnect action, the interaction still transfers to the post-flow setup call flow after disconnect.

Please note: We don't want to clear the post-flow since we currently use surveys for callbacks as well.

Has anyone tested this scenario with this functionality? Could you please check this for me?

Thanks!

Hi Herrick

Is there a way that we could a logic question that would look at the specific NPS score?  I see that I can choose detractor, neutral or promoter.  But we've used a survey before that allows us to recheck if the person intended to choose a 0 or 1 NPS when that is selected.  Woudl like to be able to have that as a survey question with this as well. 

In the ideas thread (Post-Call IVR Surveys | Genesys Cloud Ideas Portal (aha.io)) the question was asked whether a "leave additional voice message feedback" feature is available. That question was responded to with "In the release, you could use conditional questions to ask for general feedback to achieve this.".

My follow up question to that response: does this mean this feature is not testable during beta phase?

Hi Shearn,

In the beta you can already test free form questions for customers to leave any additional feedback. You can see an example of it in the links I have for the demo as well.

In the ideas thread (Post-Call IVR Surveys | Genesys Cloud Ideas Portal (aha.io)) the question was asked whether a "leave additional voice message feedback" feature is available. That question was responded to with "In the release, you could use conditional questions to ask for general feedback to achieve this.".

My follow up question to that response: does this mean this feature is not testable during beta phase?

Hi Herrick. Unfortunately i could not sign up for the Beta but was interested in getting a link or copy of the demo that was done. Will you be able to get me access to that? Thanks!

Hi Shearn,

In the beta you can already test free form questions for customers to leave any additional feedback. You can see an example of it in the links I have for the demo as well.

In the ideas thread (Post-Call IVR Surveys | Genesys Cloud Ideas Portal (aha.io)) the question was asked whether a "leave additional voice message feedback" feature is available. That question was responded to with "In the release, you could use conditional questions to ask for general feedback to achieve this.".

My follow up question to that response: does this mean this feature is not testable during beta phase?

In the ideas thread (Post-Call IVR Surveys | Genesys Cloud Ideas Portal (aha.io)) the question was asked whether a "leave additional voice message feedback" feature is available. That question was responded to with "In the release, you could use conditional questions to ask for general feedback to achieve this.".

My follow up question to that response: does this mean this feature is not testable during beta phase?

Hi,

Can we expect that Post-Call IVR Survey will be available with CX1?

Hi Herrick,

Wanted to share few things after our testing -

• Can we add transfer action in the voice survey flow in case the caller is not happy with the call and wants to leave a message or escalate to supervisor queue?
• We only get option to use US English as a supported language in the flow. Will we get option to add more languages when this goes live?
• Everytime we update the survey form, we have to create a new survey flow to see the updated flow . It would nice to have the flow auto update or have an option to choose the latest version of the form.

Thank you

1. Can we add transfer action in the voice survey flow in case the caller is not happy with the call and wants to leave a message or escalate to supervisor queue?

You can create a voice survey with a conditional free text question based the response on a question such as "Were you happy with the call?" asked earlier in the voice survey. However, it is not currently possible to escalate from voice survey to supervisor queue.

2. We only get option to use US English as a supported language in the flow. Will we get option to add more languages when this goes live?

You should have the option to create voice surveys in supported languages besides US English depending on the default language configured for the survey form. Can you please confirm whether your form is configured with your desired language for the voice survey flow?

3. Everytime we update the survey form, we have to create a new survey flow to see the updated flow . It would nice to have the flow auto update or have an option to choose the latest version of the form.

We'll take this into consideration for a future enhancement.

Hi Herrick,

Wanted to share few things after our testing -

• Can we add transfer action in the voice survey flow in case the caller is not happy with the call and wants to leave a message or escalate to supervisor queue?
• We only get option to use US English as a supported language in the flow. Will we get option to add more languages when this goes live?
• Everytime we update the survey form, we have to create a new survey flow to see the updated flow . It would nice to have the flow auto update or have an option to choose the latest version of the form.

Thank you

1. Can we add transfer action in the voice survey flow in case the caller is not happy with the call and wants to leave a message or escalate to supervisor queue?

You can create a voice survey with a conditional free text question based the response on a question such as "Were you happy with the call?" asked earlier in the voice survey. However, it is not currently possible to escalate from voice survey to supervisor queue.

2. We only get option to use US English as a supported language in the flow. Will we get option to add more languages when this goes live?

You should have the option to create voice surveys in supported languages besides US English depending on the default language configured for the survey form. Can you please confirm whether your form is configured with your desired language for the voice survey flow?

3. Everytime we update the survey form, we have to create a new survey flow to see the updated flow . It would nice to have the flow auto update or have an option to choose the latest version of the form.

We'll take this into consideration for a future enhancement.

Hi Herrick,

Wanted to share few things after our testing -

• Can we add transfer action in the voice survey flow in case the caller is not happy with the call and wants to leave a message or escalate to supervisor queue?
• We only get option to use US English as a supported language in the flow. Will we get option to add more languages when this goes live?
• Everytime we update the survey form, we have to create a new survey flow to see the updated flow . It would nice to have the flow auto update or have an option to choose the latest version of the form.

Thank you

1. Can we add transfer action in the voice survey flow in case the caller is not happy with the call and wants to leave a message or escalate to supervisor queue?

You can create a voice survey with a conditional free text question based the response on a question such as "Were you happy with the call?" asked earlier in the voice survey. However, it is not currently possible to escalate from voice survey to supervisor queue.

2. We only get option to use US English as a supported language in the flow. Will we get option to add more languages when this goes live?

You should have the option to create voice surveys in supported languages besides US English depending on the default language configured for the survey form. Can you please confirm whether your form is configured with your desired language for the voice survey flow?

3. Everytime we update the survey form, we have to create a new survey flow to see the updated flow . It would nice to have the flow auto update or have an option to choose the latest version of the form.

We'll take this into consideration for a future enhancement.