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  • 1.  Survey Invite - Check if a previous invite was sent before sending a new one

    Posted 02-16-2021 14:28
    No replies, thread closed.

    Hi, I wonder if it's possible to check if a survey invite was previously sent before sending a new one. The customer doesn't want to send another survey invite if a previous one was already sent within the last 24 hours. Ideally it would be necessary to check if a survey invite was already sent for the same email address.

    I don't know if this is a configuration issue at the Quality module level, Architect Survey invite flow level or maybe it's necessary some kind of development (I already posted this in the Developer forum)

    Thanks.


    #QualityManagement

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    Henry Zambrano
    Powernet Global Telecommunications
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  • 2.  RE: Survey Invite - Check if a previous invite was sent before sending a new one

    Posted 09-21-2021 15:18
    No replies, thread closed.
    We had to develop functionality along with a custom data action in the survey invite to check whether the intended receiver had recived a survey invitation within the previous 30 days (maximum limit of the data action used). For flexibility we defined a Data Table with persio settings from to 30 for individual queues.

    #QualityManagement

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    Colin Padget
    Advania Sverige AB
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  • 3.  RE: Survey Invite - Check if a previous invite was sent before sending a new one

    Posted 09-23-2021 12:02
    No replies, thread closed.
    I have also developed this functionality. I created a custom field on the External Contact called LastSurvey. In the Survey Invite Flow, I'm checking that field and seeing if it is within the defined time range. Like Colin, we are retrieving the date limit from a data table that the customer is able to define.


    In the survey flow, we are getting the external contact information, checking the survey frequency limit (the date limit as I mentioned above), checking whether or not the customer has the Opt Out flag on their external contact,  then checking the Custom LastSurvey field.  I'm not using any custom data actions, just the Fetch External Contact, and Put External Contact APIs.

    Of course, this requires you to be using external contacts and agents to collect the email of the customers and save the external contact before they hang up the call.

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    Peter Stoltenberg
    Avtex Solutions, LLC
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