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  • 1.  Switch surveys after a consult transfer

    Posted 21 days ago

    Is there a way to change which voice after call survey is presented to the customer? 

    Example: 

    Inbound call goes through IVR flow and Survey is marked for aftercall

    Call gets transferred to another business (agent to agent) 

    I want to present the 2nd businesses survey not the first. 


    #Routing(ACD/IVR)

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    Nick Argeson
    Telephony Admin
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  • 2.  RE: Switch surveys after a consult transfer

    Posted 21 days ago
    If I understand correctly, you're using "post-flow," in your flow,  is that correct?
     
    If so, wouldn't it be better to just remove it?


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: Switch surveys after a consult transfer
    Best Answer

    Posted 21 days ago

    Hello Nick,

    This sounds similar to a thread that we say a few months ago. The recommendation by the community was to clear the post-flow action and use the PostFlowAction API.

    You can read more on how other people approached this issue here:

    https://community.genesys.com/discussion/set-post-flow-action-call-survey#bm2f2c9d91-26f2-4ff2-be49-019bf5a0aee0



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 4.  RE: Switch surveys after a consult transfer

    Posted 19 days ago

    Thanks, but my issue is a little different. 

    • Agent1 receives call on queue1
    • Agent1 does a consult transfer to queue2
    • Agent1 will briefly speak to agent2
    • Agent 1 will conference customer and agent 2 then disconnect. 

    During this type of interaction, I dont think there is ever a 2nd flow during the transfer, especially since Agent 2 in queue2 is 95% idle. 



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    Nick Argeson
    Telephony Admin
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    Original Message


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