We had similar requirements for a voice survey. The Post-Flow action doesn't really work for us because there are times when we want the agent to be able to disconnect with out sending to survey (e.g. harassing or dead air calls).
Our solution was to create a survey flow and associate it with a DID we don't publish or share, then create an action button in the call scrip that initiates blind transfer to that unpublished phone number.
This worked well as agents control which calls go to survey by clicking the script button and the reporting in Genesys keeps it all in a single interaction record since we own both phone numbers -- even though it is technically and outbound transfer off of an inbound call.
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Roberta Wermer
Cognosante Holdings, LLC
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Original Message:
Sent: 07-01-2024 18:18
From: Michael Nahass
Subject: Customer Satisfaction Surveys
We're still relatively new to Genesys Cloud. I'd like to implement customer satisfaction surveys, and as of today we only see an option to survey through email. Is there an SMS option or phone option (to stay on the line after a call)? If not, is this on Genesys's roadmap or should we consider 3rd party integration? Unfortunately email doesn't work for our business.
Thanks
#Unsure/Other
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Mike Nahass
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