Genesys Cloud - Main

Dear Genesys Community Team,

I hope this message finds you well.

I'm currently encountering a challenge with our Genesys Cloud implementation related to post-call survey triggering after callback interactions, specifically under the Agent First callback configuration.

Issue Summary:

• A caller places a callback request due to agent unavailability.
• The callback is successfully initiated, and the caller later speaks with an agent.
• The queue is configured with Agent First logic.
• After the agent disconnects, the expected post-call survey is not triggered, despite the caller having provided consent.

We have implemented a data action check within the survey application to confirm whether the caller spoke to an agent. This logic functions correctly for live inbound calls but does not activate the survey flow for callback interactions under Agent First.

Request for Guidance:

We are looking for a solution that works within the constraints of Agent First callback configuration, as switching to Customer First is not feasible in our current operational setup.

Could you please advise on:

1. Any recommended configuration or workaround to enable post-call survey triggering after Agent First callbacks?
2. Whether this is a known limitation and if there are any planned enhancements?
3. Best practices or community-supported solutions for this scenario?

Your support and insights would be greatly appreciated.

#API/Integrations
#ArchitectureandDesign
#DigitalChannels
#Implementation
#Routing(ACD/IVR)

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Thanks,
Balaji B
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Hello Balaji, 

Customer first option is going to typically going to provide better agent utilization and more predictable interaction patterns. But I can certainly try to give you some pointers for agent first callbacks. 

When using agent first callbacks the system dials the agent first and the customer is only connected after the agent answers. The standard post-call survey triggering mechanism that works for inbound calls doesn't function as expected in this scenario. 

This is a known limitation in the platform, Genesys Cloud supports post-call surveys primarily for inbound calls, and there are specific behaviors with callbacks that affect survey delivery. 

While implementing customer first callbacks would be the recommended and best practice. I can think of a couple different ways to work around this. 

The first would be custom survey implementation, instead of relying on the standard post-call survey mechanism, implement a custom survey solution using data actions to track the callback completion, outbound campaign to deliver the survey after confirming the callback was successful, and custom tracking of agent-customer connection status.  

Another idea would be alternative data collections such as, implement real-time data collection during the call, use agent-triggered surveys before call completion, and utilize post-interaction email surveys as an alternative. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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Hi Cameron,

Thank you for your helpful suggestions and insights.
I've already explored connecting the campaign to filter only callback interactions, without initiating a separate outbound call for survey delivery. Additionally, I'm aware that we can attach a script and trigger the post-call flow when the agent clicks the transfer button, which could potentially be used to initiate the survey.

At this point, I'm trying to determine whether there's any way to trigger the post-call survey directly within the same callback interaction-without relying on a separate outbound survey call. If you've come across any configuration or workaround that supports this approach, I'd greatly appreciate your input.

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Thanks,
Balaji B
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Original Message:
Sent: 09-24-2025 08:09
From: Cameron Tomlin
Subject: Request for Solution – Post-Call Survey Not Triggering After Agent First Callback

Hello Balaji, 

Customer first option is going to typically going to provide better agent utilization and more predictable interaction patterns. But I can certainly try to give you some pointers for agent first callbacks. 

When using agent first callbacks the system dials the agent first and the customer is only connected after the agent answers. The standard post-call survey triggering mechanism that works for inbound calls doesn't function as expected in this scenario. 

This is a known limitation in the platform, Genesys Cloud supports post-call surveys primarily for inbound calls, and there are specific behaviors with callbacks that affect survey delivery. 

While implementing customer first callbacks would be the recommended and best practice. I can think of a couple different ways to work around this. 

The first would be custom survey implementation, instead of relying on the standard post-call survey mechanism, implement a custom survey solution using data actions to track the callback completion, outbound campaign to deliver the survey after confirming the callback was successful, and custom tracking of agent-customer connection status.  

Another idea would be alternative data collections such as, implement real-time data collection during the call, use agent-triggered surveys before call completion, and utilize post-interaction email surveys as an alternative. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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Hey Balaji

In our organization we actually found the opposite - the customer accepts the callback request and then instead of disconnecting the call to wait, it triggers the post call survey immediately - before the interaction has taken place. We had to turn callbacks off for the queue when we were exploring our post call survey.

If I was looking at your organisation, I would probably look first at the callback module/area to check if, as part of building that logic and to avoid what I described above, you have an action set to "Clear Post Flow Action" (i.e. the survey) - or simply the order of operations - is this callback logic before setting the post call action?

If you haven't already set it up, enabling this is so so helpful for figuring out flows Flow execution history - Resource Center

We are also wary of Customer First callbacks so did not explore this option too thoroughly, although I suspect it's the "right" answer, but we have worked around it.

In order for us to have both callbacks and a post call survey available at once, we are now going to be pivoting to having the agents initiate the callback from the script - we have a button to blind transfer to {flowname}@localhost - that inbound call flow calls our common module to set the post flow action, and then disconnects the call, allowing the survey action to run.

Hope this helps!

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Joanna
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