Hi Melissa,
Just to make sure I'm understanding the scenario correctly: do you have a post-call survey configured that points to a Voice Survey flow, and that flow is associated with a Customer Survey?
If that's the case, the survey is associated with the interaction (conversation) itself, not with a specific agent. Voice/Customer Surveys work differently from Quality Evaluation forms, which do require an agent association. (During the test, I hadn’t expanded the details, but fortunately,
@Lonny Schwartz made the correction.)
However, if you also have a Quality Evaluation policy in place that generates an evaluation for the interaction, then that evaluation will be associated with the last agent who participated in the interaction.
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Elisson Fernandes
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Original Message:
Sent: 11-21-2025 15:20
From: Melissa Harty
Subject: Which User/Agent is tied to a post-call survey when interaction spanned >1 agent?
Hello,
Wondering if anyone knows which Agent is automatically associated with a survey in the event the call spans many agents via transfers/consults, etc.. ? I've seen varying answers to this to include: first agent to interact; last agent to participate in an interaction; and last agent interacting just prior to caller being sent to survey.
Any insight would be greatly appreciated.
#CustomerSurveys
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Melissa Harty
VOICE DESIGN
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