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  • 1.  Voice Survey NPS Answer Clear

    Posted 06-09-2025 02:56
    No replies, thread closed.

    Hi,

    Is anyone aware of a way to clear a NPS score from with in a voice survey flow.

    We have a NPS question (0 - 10) in our survey form, and are seeing incorrect scores, i.e. caller selecting 0 or 1 instead of 10. Was looking at adding a (yes/ no) communication so asking the caller to verify their answer, but there doesn't look to be a method for clearing so allowing the caller to re-score.

    Has anyone come across this predicament and know of a way to solve ?

    Thanks,


    #Unsure/Other

    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------


  • 2.  RE: Voice Survey NPS Answer Clear

    Posted 06-09-2025 08:37
    No replies, thread closed.

    Hopefully someone else will come up with a brilliant response...
    I tried a loop, called the NPS task, got a response, played back the Session.LastCollectionUtterance value in the main flow, asked for Yes/No to proceed, went back to the NPS task on "No"....but because NPS already had a value it skipped over gathering the input.

    This might require an Ideas Lab enhancement request to be able to clear the npsScore: value from the associated SurveyQuestion data type variable 



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



  • 3.  RE: Voice Survey NPS Answer Clear

    Posted 06-10-2025 00:06
    No replies, thread closed.

    Morning George, sounds like you've incurred the same problem I've had, but thanks for confirming my initial thoughts. I did have a look around on the ideas lab and could only find this case - which is along the same lines. I'll raise a new idea if nothing comes from this post.

    Thank you,  



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 4.  RE: Voice Survey NPS Answer Clear

    Posted 06-09-2025 08:47
    No replies, thread closed.

    Hi Neil,

    I am not aware of a way to clear it as per your scenario, but hopefully someone in the community can confirm if there is a way to do this.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 5.  RE: Voice Survey NPS Answer Clear

    Posted 06-10-2025 00:08
    No replies, thread closed.

    Hey Samuel, thanks for your quick responses - appreciated. May have to raise an idea...

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 6.  RE: Voice Survey NPS Answer Clear
    Best Answer

    Posted 06-10-2025 15:33
    No replies, thread closed.

    I had some internal discussion with Development, and the recommendation is to create an Idea for something like  "a bespoke Clear Survey Question action for cases like this"



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

    Original Message


  • 7.  RE: Voice Survey NPS Answer Clear

    Posted 06-11-2025 09:49
    No replies, thread closed.

    Thanks for spending the time on this - I've submitted idea: CESVY-I-80.

    Regards,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 8.  RE: Voice Survey NPS Answer Clear

    Posted 06-11-2025 11:17
    No replies, thread closed.

    Great!

    Link for those who just want something to click:

    https://genesyscloud.ideas.aha.io/ideas/search?query=CESVY-I-80



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

    Original Message


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