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  • 1.  Duplicated Survey

    Posted 7 hours ago

    We have recently started to use Voice Surveys and have noticed an issue with out current setup. 

    We have a button in our scripts that allows an agent to transfer a caller to a Survey at the end of the call, this is so that if someone has refused one in the IVR but then wants to give feedback they can still take the survey. We have noted there is an issue where if a caller accepts the survey and then the agent presses the button, the caller will get served with 2 surveys instead of one. 

    One of queues had a survey option set up on it by the system installers and it does not have the same issue, so whilst there are ways to get around the issue like advising agents not to use the button unless asked or setting the button to disabled if the survey has already been accepted, I would like to know if there is anything else that we are missing which could explain why our implementation results in 2 surveys instead of 1.


    #ArchitectandDesign

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    Kuda A-T
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  • 2.  RE: Duplicated Survey

    Posted 6 hours ago

    Are you using an "inbound call flow" to conduct a survey or a proper survey flow?
     
    If it's an inbound call flow, it might be a "set post flow," and when it's a direct call with an agent, it's not a  make "clear post flow."



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    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.
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    Original Message


  • 3.  RE: Duplicated Survey

    Posted 5 hours ago

    I'm using a proper survey flow to serve the callers.

    Looking at the implementation that was done by the contractors that set it up, I can now see why the first queue it was set up on didn't have the double serving of the survey. Basically they had set the Non Live Environment to not actually send the caller to the correct survey and as a result they only ever got one when the situation mentioned above was attempted. In the Live Environment things were set up differently and that is where i saw the double serving of the survey. 

    I will look into Phaneendra's suggestion and look disable/hide the transfer button depending on whether the survey has been accepted. Simplest method of course would be to just disable the button if the survey is accepted but I'm also interested in attempting to hide the actual transfer button and instead have a similar looking button that just disconnects the call from the agents side if the survey has been accepted by the caller already. 
    If it hasn't been accepted then the transfer button is visible and active and the disconnect button is hidden and disabled. 

    Thank you for your help.



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    Kuda A-T
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    Original Message


  • 4.  RE: Duplicated Survey

    Posted 6 hours ago

    Hi Kuda,

    Good point raised by Kaio around checking whether this is using a proper Survey Flow vs a custom/manual setup mixing different mechanisms can definitely lead to this behaviour.

    From what you described, it looks like the survey is being triggered in two independent ways:

    • via the IVR / flow-based survey
    • via the agent script button

    If you only use one mechanism, this issue shouldn't occur. However, if you want to keep both (IVR + agent-triggered), you would need some control logic for example, track whether the survey has already been accepted in the flow and use that to disable or hide the script button.

    Alternatively, standardising on a single survey trigger would avoid the duplication altogether.

    Hope this helps.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 5.  RE: Duplicated Survey

    Posted 5 hours ago

    Thank you, this is helpful.

    Ill look into the disabling/hiding option for the transfer button. I know what I'm going to try is very convoluted but i believe its worth giving it a go in order to not discourage those that currently use the transfer button.



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    Kuda A-T
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    Original Message


  • 6.  RE: Duplicated Survey

    Posted 5 hours ago
    Edited by Phaneendra Avatapalli 4 hours ago

    It might feel a bit convoluted, but it’s a good approach if you want to preserve the existing agent experience while preventing duplicate surveys.

    I did a quick test today for something similar  passing a value (time) from the inbound flow before the screen pop (value is passed to the script has a task variable) and then using that in the script to control button visibility and the logic worked well. So using the same approach with a survey flag should work fine.

    In your case, you could set something like surveyAccepted = true in the flow using Set Participant Data, and then reference it in the script using {{surveyAccepted}}.

    One small thing to keep in mind  in scripts, this value is treated as a string, not a true boolean. So your condition should compare it like {{surveyAccepted}} == “true”.

    You can then use that to control whether the transfer button is shown or enabled.

    Let us know how it goes! 



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