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  • 1.  CSAT Post-Flow Triggered Even When No Agent Answers

    Posted 14 hours ago

    Hello,

    We created a CSAT Architect flow and configured it from our initial inbound flow using the "Set Post-Flow" block with:

    • Target = Caller

    The goal is to launch the CSAT survey after the conversation between the customer and the agent.

    During our tests, we noticed the following behavior:

    • The customer enters the queue.
    • No agent answers the call.
    • The customer stays on hold and eventually disconnects.
    • The CSAT flow is still triggered.

    In this scenario, there was no interaction at all between the customer and an agent, but the customer still receives the survey.

    We expected the CSAT flow to run only if the call was actually answered by an agent.

    Has anyone experienced the same behavior? Is this standard behavior for the "Set Post-Flow" block, or is there a recommended method to trigger the CSAT flow only after an agent has answered the call?

    If there is a best practice or Architect condition to avoid sending surveys when no conversation happened, I would appreciate your feedback.

    Thank you.


    #Routing(ACD/IVR)

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: CSAT Post-Flow Triggered Even When No Agent Answers

    Posted 7 hours ago

    Hi Ragheb, 

    I've never seen this scenario before, and honestly, it doesn't make sense to me.
     
    If the customer hung up while on hold, and "the leg" of their call was disconnected, there's no reason to go to CSAT because the customer is no longer available there.
    Could there be a disconnection in your inqueue flow?
     
    This would explain it to the postflow, as the disconnection originated on the Genesys side, not the client side.
    I'll test it here.


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 3.  RE: CSAT Post-Flow Triggered Even When No Agent Answers
    Best Answer

    Posted 6 hours ago

    I just took the test and the behavior is as I described earlier.

    inbound flow: 

    Interaction wait in queue: 

    I disconnected via my phone and it didn't go to the next flow.

    I did a second test by adding disconnection to the "inqueue flow," and in this case, yes, I went to the "CSAT"

    My recommendation is that you validate your "inqueue flow" and, if there's a disconnection block before it add a "clear post flow".



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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