Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Voice Call Survey for AGENTS for Outbound Calls on behalf-of-a-queue after customer disconnects

    Posted 06-03-2024 10:53
    No replies, thread closed.

    Hello Community,

    Customer is looking for a Voice Call Survey for an AGENT after the customer ends the OUTBOUND call when dialed on behalf-of-a-queue (specific queue). [we are NOT using outbound dialer.]

    So, that agent can score the call quality/etc post interaction.

    Any help would be appreciated.

    [Not sure if triggers can do that. I tried, but in vain, because I am not able to filter based on specific queue. Will it keep the same coversation active for survey? ]


    #ArchitectureandDesign
    #Connect with a Customer (NEW)
    #Omni-ChannelDesktop/UserInterface
    #Outbound
    #Unsure/Other

    ------------------------------
    Khurshid Ali,
    Consultant / Developer / Tech Lead,
    NCR Voyix,
    khurshid.ali@ncrvoyix.com,
    New Delhi,
    India
    ------------------------------


  • 2.  RE: Voice Call Survey for AGENTS for Outbound Calls on behalf-of-a-queue after customer disconnects

    Posted 06-04-2024 03:09
    No replies, thread closed.

    Hi Khurshid,

    you can use se "Set Post-Flow-Action" (Set Post-Flow action - Genesys Cloud Resource Center (mypurecloud.com)) to trigger a flow for the agents. As far as I know, real telephone-surveys are not supportet by Genesys Cloud yet, but should come within the next weeks or monthes. But it should be possible to build a flow with "collect input" actions to gather information from the agents. After that you can write them into data tables or (with a lot of complexity) to a real survey.



    ------------------------------
    Christoph Domaschke
    CRONBANK AG
    ------------------------------

    Original Message


  • 3.  RE: Voice Call Survey for AGENTS for Outbound Calls on behalf-of-a-queue after customer disconnects
    Best Answer

    Posted 06-05-2024 10:17
    No replies, thread closed.

    Hi Khurshid, Christoph,

    We are indeed launching post call surveys soon (beta in late July and GA in late Oct) but it will only be for inbound calls for customers to start, please feel free to submit an idea in our aha ideas portal for surveying agents for outbound calls.

    Thanks



    ------------------------------
    Herrick Mai
    Genesys - Employees
    ------------------------------

    Original Message


Related Content