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  • 1.  Switch surveys after a consult transfer

    Posted 21 hours 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 16 hours 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 11 hours 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


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