Hello Rudra,
Genesys doesn't have a "customer-facing survey results page" for bot-collected survey answers out of the box. If you want customers to see their responses/results, the practical approach is to have the bot show a confirmation/summary message at the end of the survey (and optionally a link to an external page you host). The native Customer Surveys feature is primarily for collecting feedback and reporting internally.
I have implemented a post-interaction survey in Genesys Cloud using a digital bot. After the customer finishes a chat with an agent, the interaction is transferred to an In-Queue flow, where the bot asks a few survey questions and then disconnects. This survey is a custom bot survey, not a native Genesys Customer Survey, and therefore it does not automatically provide built-in survey reporting.
To collect the survey data, I store each customer response directly in the Participant Data of the conversation. In the bot or Architect flow, I use Set Participant Data after each question (or at the end of the survey) and write the answers to attributes under conversationDetails.participantData. For example, I store ratings and free-text comments in clearly named custom attributes. By doing this, the survey responses become part of the conversation record and are clearly linked to the specific interaction.
I am aware that Participant Data in Genesys Cloud has a limited retention period and is not intended for long-term storage. For this reason, I do not rely on Genesys alone for historical reporting or data retention. Within Genesys, I mainly use Participant Data for interaction-level visibility, troubleshooting, and spot checks in the interaction details. It is not sufficient for enterprise reporting or analytics over long periods of time.
For proper reporting and long-term storage, I transfer the bot survey data to Informatica. The approach I consider best is to push the data immediately when the survey is completed. At the end of the bot survey, I call a Data Action that sends a structured JSON payload to Informatica (or to an intermediate integration layer). This payload typically includes the conversation ID, timestamps, agent or queue information, and all survey questions and answers.
This near-real-time integration allows me to ensure that the survey data is captured reliably, stored centrally, and made available for reporting, dashboards, and downstream analytics. It also avoids the need for later polling or batch extraction from Genesys, which is more complex and less timely.
I use Participant Data to capture the survey answers inside the conversation, and I use Data Actions to export the data externally as soon as the survey ends. This approach is technically clean, scalable, and well aligned with Genesys Cloud best practices.
Best regards
Martin
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Martin Schmidt
Senior Projekt Manager Genesys
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Original Message:
Sent: 12-11-2025 09:34
From: Rudra Ghosh
Subject: Bot Survey Reporting Options
We have configured a post-interaction survey within the chat for customers after completing their session with an agent. The process uses a button in the script to trigger a transfer to the InQueue flow, which then invokes a digital bot to conduct the survey. The bot asks a few questions and disconnects once the survey is complete.
We are now exploring options to enable reporting for these surveys. Specifically:
- Are there any available features within Genesys to display bot survey results to customers?
- How to collect Survey data from Bot?
- Additionally, we need the Bot Survey Data to be pushed to Informatica for data ingestion.
What is the best approach to achieve these requirements.
#ConversationalAI(Bots,VirtualAgent,etc.)
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Rudra Ghosh
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