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  • 1.  Outbound Calls with Voice Survey

    Posted 02-06-2025 01:32
    No replies, thread closed.

    Hi everyone,

    I've been playing around with Voice Surveys and from how they're initiated through a Post flow, I'm wondering what the best process is to get this to work for Outbound calls.  These outbound calls are just initiated by the agent from a specific queue, not an Outbound Campaign.

    I'm in two frame of minds here, 

    • Setting up the survey to be initiated by the Agent through a Script button that transfers the caller to a Queue/Flow that initiates this survey. (That can cause avoidance if the agent doesnt initiate it).
    • or;
    • If possible setup a Workflow Trigger for an outbound to trigger the post flow survey?  Not sure if that's even possible.. 

    Has anyone setup a post call survey to work on outbound calls at all and if so, how did you achieve this?

    Thanks,


    #Implementation
    #Unsure/Other

    ------------------------------
    Robert Niblock
    Contact Centre Technology Analyst
    ------------------------------


  • 2.  RE: Outbound Calls with Voice Survey

    Posted 02-06-2025 02:47
    No replies, thread closed.

    Hi Robert,

    Triggers won't work out of box as post-flow action is available only in inbound & in-queue flows.

    Also, trigger will most likely be on customer/user end event and by that time, customer participant leg is disconnected and cannot be transferred elsewhere.

    Set Post-Flow action - Genesys Cloud Resource Center

    Since its a manual call, you're not using any of these flows to route calls. 

    Script button to transfer seems to be the viable route.




    ------------------------------
    Niel Vicente
    Technical Lead - DAMAC Properties
    Ex-Genesys
    ------------------------------



  • 3.  RE: Outbound Calls with Voice Survey

    Posted 02-19-2025 14:48
    No replies, thread closed.

    Hi Robert,

    I am also looking for insights on outbound call survey based on the script button from agent login window.

    Have you found a solution for this? if you have implemented this option or have any suggestions, I'd really appreciate it if you could share them with me.

    Thanks!!

    Rgds,

    Sunil Gokhale



    ------------------------------
    Sunil Gokhale
    ------------------------------



  • 4.  RE: Outbound Calls with Voice Survey
    Best Answer

    Posted 02-19-2025 21:03
    No replies, thread closed.

    Hi Sunil,

    I ended up going down the path with the Script button.  To achieve this, I've done the following. Created an In-Queue flow, this consists of Set Post Flow with your Voice Survey settings then a Disconnect.

    Created a new Queue.  In the Queue settings, under Voice, set an In-Queue flow of what was created.  This flow will be the way the survey is triggered.

    Then create a script with a button and the button action is a blind transfer to the Survey queue created.  This allows the Agent to hand off the call to the Survey when they're done with the Outbound. 

    The Survey script you create also needs to be the default script in the Queue/Voice settings of the queue your staff Outbound from.  Then when they Outbound from this queue, that script should load allowing them to do this.

    Hope that helps?

    Would be nice in that Queue configuration to have an option to offer a Post Call survey on an outbound. I did find an idea that's of similar nature. Enable/Activate Voice Survey for Outbound | Genesys Cloud Ideas Portal



    ------------------------------
    Robert Niblock
    Contact Centre Technology Analyst
    ------------------------------

    Original Message


  • 5.  RE: Outbound Calls with Voice Survey

    Posted 02-20-2025 11:29
    No replies, thread closed.

    Works like a charm.  Thanks.



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    Martin Bunting
    New Era Technology
    Senior Solutions Consultant
    ------------------------------

    Original Message


  • 6.  RE: Outbound Calls with Voice Survey

    Posted 02-21-2025 12:10
    No replies, thread closed.

    Thank you so much Robert for your valuable feedback. 

    with your suggestion, i am able to fix our outbound script button issue.

    Thanks a lot! 

    Rgds,

    Sunil Gokhale



    ------------------------------
    Sunil Gokhale
    ------------------------------

    Original Message


  • 7.  RE: Outbound Calls with Voice Survey

    Posted 02-21-2025 12:15
    No replies, thread closed.

    Great! I love it when folks can help each other like this!



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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