Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Voice Survey only to play for some customers

    Posted 02-28-2025 09:40
    No replies, thread closed.

    We are just starting to implement voice surveys into our flows. I was asked the following question:

      • We very rarely able to solve the member's issue in just one interaction. I want to avoid the data being skewed by the same member calling in multiple times and completing the survey. Is it possible to say that each caller can leave feedback once every month? 

    I didn't know if there was a way to see if the customer has already left a survey this month and, if so, have it not play to them again until the following month.

    Thanks in advance.

    #VoiceSurvey


    #Unsure/Other

    ------------------------------
    Corey Lanier
    Shaw Industries Group, Inc.
    ------------------------------


  • 2.  RE: Voice Survey only to play for some customers

    Posted 02-28-2025 10:07
    No replies, thread closed.

    I was just in a meeting where this very question was asked. As far as we have seen as well, there is no way to know that a customer already completed a recent survey, but I'm definitely curious to see if there is indeed a way to accomplish this.



    ------------------------------
    Seean Weaver
    MAPFRE USA - Telecom Analyst
    ------------------------------



  • 3.  RE: Voice Survey only to play for some customers

    Posted 05-01-2025 11:22
    No replies, thread closed.

    Hi Corey,

    Not sure if you ever worked out if this was possible, but it seems like a plausible idea for the Genesys Cloud Product Ideas Lab



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



  • 4.  RE: Voice Survey only to play for some customers

    Posted 05-04-2025 17:13
    No replies, thread closed.

    Hi Corey,

    I have achieved this using a data action to write to a data table is Genesys. Effectively the inbound flow captures the ANI and writes it to a data table. An inbound call checks the table to see if a number is present, if so, bypasses the survey offer, if not adds the number to the table and offers the survey.



    ------------------------------
    Emma Lilley
    CX Consultant
    ------------------------------



  • 5.  RE: Voice Survey only to play for some customers
    Best Answer

    Posted 05-05-2025 22:01
    No replies, thread closed.

    I have not fully set it up to verify, but if you need to do it on-the-fly you might look at using data actions to:

    GET /api/v2/externalcontacts/contacts (Search for external contacts) to find the contact's ID by searching on the e.164 ANI or similar

    then

    POST /api/v2/analytics/surveys/aggregates/query (Query for survey aggregates) to search using that contact's ID to see if there are any associated surveys within a date-time range


    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------



Related Content