Genesys Cloud - Main

Having implemented voice surveys into a new flow, I have been faced with a few challenges, most of which I have resolved.  One remains.  When a caller calls in and there is NO DTMF or voice input from the customer (i.e. fails to select a menu item) and the menu times out, the survey, which is initiated before the main menu, is offered when the error condition launches.  While I could move the "initialize post-call" step after the main menu, it would require inserting the action into dozens of steps instead of one.  Is there a way that can cancel survey offers on error conditions?

#ArchitectandDesign
#WEM-Quality,WFM,Gamification,etc

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Vikki Papesh
Sr. Genesys Cloud Developer II
Tandem Diabetes Care, Inc.
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Olá @Vikki Papesh, saudações do Brasil!

You can avoid triggering the survey on error paths by using Clear Post-Flow near the end of the flow. Use your input variable (e.g., Flow.SurveyConsent) to decide whether to set the post-call survey flow or clear the post-flow action before disconnect

Set Post-Flow action View summary - Genesys Cloud Resource Center

When you get a chance, please mark the reply that helped most as the Best Answer. It helps others with the same question!

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Fernando Sotto dos Santos
Consultor Grupo Casas Bahia
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