Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Post Call Survey

    Posted 10-08-2019 14:52
    No replies, thread closed.
    Hello,

    We have partnered with Survey Dynamix (SD) to do our post call surveys.

    I'm looking for help\examples\suggestions on how to ask the customer if they would participate in a  post call survey. and capture their response 

    My 10,000 foot view of this is before we sent the call to a queue we will ask them if they will take a survey. If they press 1 for yes, we will need to write a attribute  to the records about the call and when the call is ended, if it meets the criteria that we have setup in SD, they will get a call from SD.

    What I would like help with is adding the prompt and writing the attribute. My initial thoughts are:
    We need to add a Collect Input box that will allow us to play the message asking the caller if they will take a survey. If they agree they will press 1. If no, they will not press anything and it will time out after 3 to 4 seconds
    If the agree to take a survey to set the participant data with the attribute name of SurveyConsent and give it a value of 1
    Then the caller will be sent to the queue.

    Thanks for your input.
    Ben 


    #ArchitectureandDesign

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    ------------------------------


  • 2.  RE: Post Call Survey

    Posted 10-09-2019 03:18
    No replies, thread closed.
    Hi Ben, you may also check their app listing in the Genesys AppFoundry marketplace.
    https://appfoundry.genesys.com/filter/purecloud/listing/4b0589e5-3d7a-41f9-9699-1ee12e4504db

    You may also click 'Contact Us' to learn more.

    I hope this helps.

    ------------------------------
    Katrina Sampher
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Post Call Survey

    Posted 10-10-2019 08:04
    No replies, thread closed.
    Found how to do this with input from Survey Dyn​amix. This is all it took on the Genesys side.

    Flow for Survey Dynamix


    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    ------------------------------

    Original Message


  • 4.  RE: Post Call Survey

    Posted 10-14-2019 10:52
    Edited by Gordon Thomson 10-14-2019 10:52
    No replies, thread closed.
    You could configure an IVR flow at the end of the call, then direct them to whomever conducts the survey - I've used survey monkey before in the past - but it depends on if you want cost vs functionality in your survey. If its for an NPS stile survey you could configure an IVR which plays a message for the customer that has each question along the lines of "on a scale of 1-10 how did you rate XX call experience" with each input you can capture the result and move onto the next question.​

    ------------------------------
    Gordon Thomson
    Actavo
    ------------------------------

    Original Message


  • 5.  RE: Post Call Survey

    Posted 10-14-2019 10:56
    No replies, thread closed.
    Just curious, Gordon...how would you get the call to the IVR at the end? Are you thinking of PureConnect? PureCloud doesn't have a feature that automatically transfers to an IVR when the agent disconnects. 

    You would have to rely on the agent manually transferring the call to a DID for the IVR.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Post Call Survey

    Posted 10-17-2019 06:36
    No replies, thread closed.
    Hi George - you are of course, as always correct! :-) it was reliant on the agent transferring the call - mostly as we preferred to ask if the customer would like to take part in the survey first.

    ------------------------------
    Gordon Thomson
    Actavo
    ------------------------------

    Original Message


  • 7.  RE: Post Call Survey

    Posted 12-17-2019 16:42
    Edited by Cole Callahan 12-17-2019 16:42
    No replies, thread closed.
    Hey Ben,

    Thanks for posting your question! It was actually discussed in the Community Q&A Show: Holiday Special! You can check it out here! 

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------

    Original Message


Related Content