Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Voice Survey Metrics

    Posted 09-03-2025 11:17

    Testing out Voice Survey in the lab. Noticed that when you look at the Interactions report, there's a column called "Surveys" which I assume indicates the number of surveys the interaction had. Since you can only trigger 1 post call survey per interaction, what is the purpose of this column? Or is there a way to trigger multiple surveys? Don't see a transfer option within the survey flow.


    #Unsure/Other

    ------------------------------
    Jonathan Santos
    ------------------------------


  • 2.  RE: Voice Survey Metrics
    Best Answer

    Posted 09-03-2025 17:56

    Hello Jonathan,

    You are correct. We do have a Resource Center article that has descriptions of what each of the columns do here. For "Surveys", it lists the following:

    • The number of surveys sent related to the interaction.

    According to this article from the Resource Center, "Genesys Cloud allows only one survey for a single interaction."

    That column is there to indicate which interactions had a survey triggered, and which ones did not.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Voice Survey Metrics

    Posted 09-04-2025 16:21

    Adding just a bit...Policy settings allow you to send multiple surveys per conversation (designed to be successive sends if no response to previous), and some conversations will have multiple calls (like an original call followed by a callback, since both share the same conversationId). In some cases, therefore, you may see the number of surveys be more than 1 for a single conversation.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


Related Content