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Sending Genesys Voice Survey Flow ONLY for specific wrap-up codes as selected by agent

  • 1.  Sending Genesys Voice Survey Flow ONLY for specific wrap-up codes as selected by agent

    Posted 27 days ago

    Hi Community,

    I have to send a voice survey to some specific customers at the end of call . The agent will select a appropriate wrap up and basis that it should either send/not send the customer for voice survey . Upon testing i faced below road blocks . Is it not possible at the moment ? 

    1) call lands to inbound flow where i have the 'set post flow' configured to send the caller to a voice survey .

    2) The survey flow has a data action that fetches the wrap up selected by agent based on conversation id . I planned to then compare the wrap up and play/not-play the survey questionnaire accordingly . The problem here is that the wrap up is always going to be blank , as the survey goes off immediately (even before the agent can wrap it up ) . 

    Has any one encountered such an issue before ?

    Regards

    Garima.


    #API/Integrations
    #Implementation
    #Unsure/Other

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    Regards
    Garima.
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  • 2.  RE: Sending Genesys Voice Survey Flow ONLY for specific wrap-up codes as selected by agent
    Best Answer

    Posted 27 days ago

    Hello Garima, 

    At this time with where our product is I don't think this can be achieved. My team did find this idea but this deals with bots but generally has the same requirement. I would highly recommend opening up and enhancement request in our ideas lab for this. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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