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  • 1.  Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 9 hours ago

    Hi Team,

    Is it possible to send a call to a survey immediately after the agent disconnects the call for outbound campaign or manual queue based calls?

    Has anyone implemented this in Genesys Cloud, or are there any recommended approaches?


    #Outbound

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    Nivedraj P
    x
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  • 2.  RE: Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 8 hours ago

    Hi Nivedraj, 

    I can't think of any way that you could possibly use a Survey after a manual queue based call, but for the Outbound campaign, you would need to have the campaign transfer to a Flow, and not a Queue, when the customer answers, then simply use the "Set Post Flow" block in your Outbound Flow to trigger a Flow that you have created for your survey.



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    Martin Boyle
    x
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  • 3.  RE: Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 7 hours ago

    Hi Martin,

    Is it possible to transfer agent based campaign calls to flow? If yes can you mention where is the option to transfer to flow in agent based campaign calls.

    Regards

    Nived Raj



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    Nivedraj P
    x
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    Original Message


  • 4.  RE: Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 7 hours ago

    Hi Nivedraj,

    If you go to Outbound > Call Analysis Response and create one, you are given options for Response Actions. Live Voice has three options - Hangup, Transfer, Transfer to Outbound Flow. You would select Transfer to Outbound Flow here. 

    If you have "Disable Post-Connect Call Analysis" checked, then the "Live Voice" becomes "Line Connected". This only has Transfer and Transfer to Outbound Flow. Again, use Transfer to Outbound Flow. Transfer will transfer it to the Queue associated to the Campaign. 

    Please note, that if you are in the UK, or dialling UK numbers, this might not be the best solution as you need to take into account the OFCOM regulations. 



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    Martin Boyle
    x
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    Original Message


  • 5.  RE: Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 4 hours ago
    Thanks for providing the detailed steps. However, this Call Analysis configuration will not be applicable for Preview Campaigns.
     
    Our client is using both Preview and Non-Preview Campaigns. Could you please advise if there is a solution available for Preview Campaigns as well?


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    Nivedraj P
    x
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    Original Message


  • 6.  RE: Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 3 hours ago

    For the Non Preview campaigns, the above transfer will work. 

    For the Preview campaigns, you are right, they won't use Call Analysis because Preview campaigns are agent controlled, not campaign controlled. The only way you could do this is by my previous suggestion of having a Script keeping the agent going on a path of a call, and then having a "transfer" button that transfers the customer to the survey



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    Martin Boyle
    x
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    Original Message


  • 7.  RE: Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 3 hours ago

    Thanks Martin for the clarification. I will suggest this to client.



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    Nivedraj P
    x
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    Original Message


  • 8.  RE: Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 8 hours ago

    Hi Nivedraj,

    I agree with Martin.

    For campaign-based calls, the Outbound Flow + Set Post Flow approach sounds like the right direction if you need a voice survey immediately after the agent disconnects.

    For manual outbound calls, I am not sure there is a native way to keep the customer leg connected and route them into a voice survey after the agent disconnects. In that scenario, an alternative could be using a script/Data Action to send a survey link through SMS or email after the call.

    Interested to hear if anyone has implemented a voice survey specifically for manual outbound calls.



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    Phaneendra
    Technical Solutions Consultant
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  • 9.  RE: Post-Call Survey for Outbound Campaign and Manual Queue Calls

    Posted 8 hours ago

    Now that I think of it, you could have your agents transfer the call at the end of the conversation, at the natural hang up point, to a Flow that has the survey. This is the only way I can think of doing it, but it will be a manual process and will need to rely on the agents transferring the call instead of hanging it up, so there is some scope for error. If you are using Scripts, you could have a section of the script for the end of the call, where the agent could read something along the lines of "I will now transfer you to our survey, goodbye" then press the button on the script that is configured to transfer to the flow. That's the only way I can think of doing it for manual calls. 



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    Martin Boyle
    x
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