Genesys Cloud - Main

Hello everyone,
I wanted to ask some questions to the community regarding the survey topic.

I am trying to generate a Survey form submission as a result of handling on a certain queue of a voice type interaction.

I have set up a policy for this requirement where I have defined the queue on which to apply the survey generation, on which an agent is staffed and that agent responds.
I have prodisposed a Survey form and a survey flow on the architect side where I have listed in plain text the address to send the survey to.

The problem I am experiencing is that the flow is not triggered as if the policy is not working , taking into account that I have made the call both internally and externally to the platform

Also I wanted to get clarification on the survey generation aspect and if this applies to both voice and email type interactions.

For emails , from the genesys "HELP" I read that there is a 72h wait before sending.
Does this also apply to policies applied to voice streams?

HELP ME! 

#ArchitectureandDesign
#Implementation
#Unsure/Other

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Riccardo Piedimonte
Indra Italia spa
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Hi Riccardo,

For voice the survey is sent after the call has ended, the 72 delay is only for digital interactions.

Does your survey flow end with sending an e-mail?
The flow has to send the survey e-mail somewhere for the survey to be created.

You can also check the interaction details under the Quality Summary tab to see if there's a survey created for the interaction, or check the conversation details through API.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hi Jan.
Thank you for your reply and confirmation on the survey processing time.

I am otherwise closing the request as I understand why the survey interaction is not coming to me as a result of an inbound voice call.

The reason is related to the way the test is executed.
I was simply running internal calls to run the tests since I did not have any real numbers to configure for the tests themselves.

Once I found a number that I could use I ran the test and the call from EXTERNAL, activated the policy configured for the survey and it generated the expected result.

Thanks for the support.

Riccardo

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Riccardo Piedimonte
Indra Italia spa
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Original Message:
Sent: 11-06-2023 05:54
From: Jan Heinonen
Subject: Create Survey Voice -- Send Survey form

Hi Riccardo,

For voice the survey is sent after the call has ended, the 72 delay is only for digital interactions.

Does your survey flow end with sending an e-mail?
The flow has to send the survey e-mail somewhere for the survey to be created.

You can also check the interaction details under the Quality Summary tab to see if there's a survey created for the interaction, or check the conversation details through API.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hi,

Could you share your survey flow?

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Saugort Dario Garcia
Interacciones Inteligentes S.A.
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