Genesys Cloud - Main

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

Thanks, Cameron.

Unfortunately, if we disable recording for the entire flow, we don't have a recording with which to conduct a QA review.  The external-to-external is already turned off so I believe this is a miss by the development team that it is keeping the post call flow as an 'active GC participant' and therefore continuing to record the entire conversation which is not what we want.

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

As I continue to research this, the cause is the new Set Post Flow action in Architect.  In our instance we want to offer a short 3-questions post interaction survey when the call ends. However, if we transfer the call to an external party this behavior should change and the Set Post Flow action should be cleared automatically.  We have set the External Trunk to not record on external to external transfer, but since the Set Post Flow action is set GC keeps the recording going and then attempts to offer the survey long after our agent has disconnected and the external conversation is complete.  This behavior should be the exception and not the standard.  I can't think of a reason an organization would want to keep recording (or conduct a post interaction survey) if the call was transferred to a 3rd party.

Thanks, Cameron.

Unfortunately, if we disable recording for the entire flow, we don't have a recording with which to conduct a QA review.  The external-to-external is already turned off so I believe this is a miss by the development team that it is keeping the post call flow as an 'active GC participant' and therefore continuing to record the entire conversation which is not what we want.

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

Hello Marty, 

From my understanding is the current behavior you are seeing is that the Post Flow action persists on the interaction until removed and even with the external trunk is set to not record the post-flow survey still records causing recordings of external transfers. Am I understanding this correctly?

Have you tried to use the clear post-flow action before the external transfer or use the transfer to secure flow action which should auto clear the post flow action?

You can modify your call flow to include a decision point before the transfers. If the transfer is external add a "Clear Post-Flow" action. 

You can create the condition something like this:

If (Transfer_Destination = External)

-> Clear Post-Flow

-> Proceed with External Transfer

Else

-> Maintain Post-Flow Survey

-> Proceed with Transfer

This should work to make sure that external transfers wont trigger unnecessary recordings. 

Cheers, 

As I continue to research this, the cause is the new Set Post Flow action in Architect.  In our instance we want to offer a short 3-questions post interaction survey when the call ends. However, if we transfer the call to an external party this behavior should change and the Set Post Flow action should be cleared automatically.  We have set the External Trunk to not record on external to external transfer, but since the Set Post Flow action is set GC keeps the recording going and then attempts to offer the survey long after our agent has disconnected and the external conversation is complete.  This behavior should be the exception and not the standard.  I can't think of a reason an organization would want to keep recording (or conduct a post interaction survey) if the call was transferred to a 3rd party.

Thanks, Cameron.

Unfortunately, if we disable recording for the entire flow, we don't have a recording with which to conduct a QA review.  The external-to-external is already turned off so I believe this is a miss by the development team that it is keeping the post call flow as an 'active GC participant' and therefore continuing to record the entire conversation which is not what we want.

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

Thank you, Cameron.

The issue is that the external transfer is not performed from within the flow.  The call is transferred to ACD and then answered by an advocate. During the course of the conversation it is determined that the caller needs to be connected with a provider in their local area and that is when the transfer happens.  I don't see a way to clear the set post flow in this situation.

Hello Marty, 

From my understanding is the current behavior you are seeing is that the Post Flow action persists on the interaction until removed and even with the external trunk is set to not record the post-flow survey still records causing recordings of external transfers. Am I understanding this correctly?

Have you tried to use the clear post-flow action before the external transfer or use the transfer to secure flow action which should auto clear the post flow action?

You can modify your call flow to include a decision point before the transfers. If the transfer is external add a "Clear Post-Flow" action. 

You can create the condition something like this:

If (Transfer_Destination = External)

-> Clear Post-Flow

-> Proceed with External Transfer

Else

-> Maintain Post-Flow Survey

-> Proceed with Transfer

This should work to make sure that external transfers wont trigger unnecessary recordings. 

Cheers, 

As I continue to research this, the cause is the new Set Post Flow action in Architect.  In our instance we want to offer a short 3-questions post interaction survey when the call ends. However, if we transfer the call to an external party this behavior should change and the Set Post Flow action should be cleared automatically.  We have set the External Trunk to not record on external to external transfer, but since the Set Post Flow action is set GC keeps the recording going and then attempts to offer the survey long after our agent has disconnected and the external conversation is complete.  This behavior should be the exception and not the standard.  I can't think of a reason an organization would want to keep recording (or conduct a post interaction survey) if the call was transferred to a 3rd party.

Thanks, Cameron.

Unfortunately, if we disable recording for the entire flow, we don't have a recording with which to conduct a QA review.  The external-to-external is already turned off so I believe this is a miss by the development team that it is keeping the post call flow as an 'active GC participant' and therefore continuing to record the entire conversation which is not what we want.

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

Hello Marty, 

That is a tough one.  @George Ganahl any ideas on this one?

It also might be worth getting the Professional Services team involved so they can take a look at your needs and environment and see what they can do. 

Cheers, 

Thank you, Cameron.

The issue is that the external transfer is not performed from within the flow.  The call is transferred to ACD and then answered by an advocate. During the course of the conversation it is determined that the caller needs to be connected with a provider in their local area and that is when the transfer happens.  I don't see a way to clear the set post flow in this situation.

Hello Marty, 

From my understanding is the current behavior you are seeing is that the Post Flow action persists on the interaction until removed and even with the external trunk is set to not record the post-flow survey still records causing recordings of external transfers. Am I understanding this correctly?

Have you tried to use the clear post-flow action before the external transfer or use the transfer to secure flow action which should auto clear the post flow action?

You can modify your call flow to include a decision point before the transfers. If the transfer is external add a "Clear Post-Flow" action. 

You can create the condition something like this:

If (Transfer_Destination = External)

-> Clear Post-Flow

-> Proceed with External Transfer

Else

-> Maintain Post-Flow Survey

-> Proceed with Transfer

This should work to make sure that external transfers wont trigger unnecessary recordings. 

Cheers, 

As I continue to research this, the cause is the new Set Post Flow action in Architect.  In our instance we want to offer a short 3-questions post interaction survey when the call ends. However, if we transfer the call to an external party this behavior should change and the Set Post Flow action should be cleared automatically.  We have set the External Trunk to not record on external to external transfer, but since the Set Post Flow action is set GC keeps the recording going and then attempts to offer the survey long after our agent has disconnected and the external conversation is complete.  This behavior should be the exception and not the standard.  I can't think of a reason an organization would want to keep recording (or conduct a post interaction survey) if the call was transferred to a 3rd party.

Thanks, Cameron.

Unfortunately, if we disable recording for the entire flow, we don't have a recording with which to conduct a QA review.  The external-to-external is already turned off so I believe this is a miss by the development team that it is keeping the post call flow as an 'active GC participant' and therefore continuing to record the entire conversation which is not what we want.

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

I've got a ticket open. In my opinion this is an error in implementation of the Set Post Flow action. The default behavior should be to clear it whenever a call is transferred externally.  If they can't fix it we will be going back to our manual push to the post interaction survey and removing the Set Post Flow from the flow.

Hello Marty, 

That is a tough one.  @George Ganahl any ideas on this one?

It also might be worth getting the Professional Services team involved so they can take a look at your needs and environment and see what they can do. 

Cheers, 

Thank you, Cameron.

The issue is that the external transfer is not performed from within the flow.  The call is transferred to ACD and then answered by an advocate. During the course of the conversation it is determined that the caller needs to be connected with a provider in their local area and that is when the transfer happens.  I don't see a way to clear the set post flow in this situation.

Hello Marty, 

From my understanding is the current behavior you are seeing is that the Post Flow action persists on the interaction until removed and even with the external trunk is set to not record the post-flow survey still records causing recordings of external transfers. Am I understanding this correctly?

Have you tried to use the clear post-flow action before the external transfer or use the transfer to secure flow action which should auto clear the post flow action?

You can modify your call flow to include a decision point before the transfers. If the transfer is external add a "Clear Post-Flow" action. 

You can create the condition something like this:

If (Transfer_Destination = External)

-> Clear Post-Flow

-> Proceed with External Transfer

Else

-> Maintain Post-Flow Survey

-> Proceed with Transfer

This should work to make sure that external transfers wont trigger unnecessary recordings. 

Cheers, 

As I continue to research this, the cause is the new Set Post Flow action in Architect.  In our instance we want to offer a short 3-questions post interaction survey when the call ends. However, if we transfer the call to an external party this behavior should change and the Set Post Flow action should be cleared automatically.  We have set the External Trunk to not record on external to external transfer, but since the Set Post Flow action is set GC keeps the recording going and then attempts to offer the survey long after our agent has disconnected and the external conversation is complete.  This behavior should be the exception and not the standard.  I can't think of a reason an organization would want to keep recording (or conduct a post interaction survey) if the call was transferred to a 3rd party.

Thanks, Cameron.

Unfortunately, if we disable recording for the entire flow, we don't have a recording with which to conduct a QA review.  The external-to-external is already turned off so I believe this is a miss by the development team that it is keeping the post call flow as an 'active GC participant' and therefore continuing to record the entire conversation which is not what we want.

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

I've got a ticket open. In my opinion this is an error in implementation of the Set Post Flow action. The default behavior should be to clear it whenever a call is transferred externally.  If they can't fix it we will be going back to our manual push to the post interaction survey and removing the Set Post Flow from the flow.

Hello Marty, 

That is a tough one.  @George Ganahl any ideas on this one?

It also might be worth getting the Professional Services team involved so they can take a look at your needs and environment and see what they can do. 

Cheers, 

Thank you, Cameron.

The issue is that the external transfer is not performed from within the flow.  The call is transferred to ACD and then answered by an advocate. During the course of the conversation it is determined that the caller needs to be connected with a provider in their local area and that is when the transfer happens.  I don't see a way to clear the set post flow in this situation.

Hello Marty, 

From my understanding is the current behavior you are seeing is that the Post Flow action persists on the interaction until removed and even with the external trunk is set to not record the post-flow survey still records causing recordings of external transfers. Am I understanding this correctly?

Have you tried to use the clear post-flow action before the external transfer or use the transfer to secure flow action which should auto clear the post flow action?

You can modify your call flow to include a decision point before the transfers. If the transfer is external add a "Clear Post-Flow" action. 

You can create the condition something like this:

If (Transfer_Destination = External)

-> Clear Post-Flow

-> Proceed with External Transfer

Else

-> Maintain Post-Flow Survey

-> Proceed with Transfer

This should work to make sure that external transfers wont trigger unnecessary recordings. 

Cheers, 

As I continue to research this, the cause is the new Set Post Flow action in Architect.  In our instance we want to offer a short 3-questions post interaction survey when the call ends. However, if we transfer the call to an external party this behavior should change and the Set Post Flow action should be cleared automatically.  We have set the External Trunk to not record on external to external transfer, but since the Set Post Flow action is set GC keeps the recording going and then attempts to offer the survey long after our agent has disconnected and the external conversation is complete.  This behavior should be the exception and not the standard.  I can't think of a reason an organization would want to keep recording (or conduct a post interaction survey) if the call was transferred to a 3rd party.

Thanks, Cameron.

Unfortunately, if we disable recording for the entire flow, we don't have a recording with which to conduct a QA review.  The external-to-external is already turned off so I believe this is a miss by the development team that it is keeping the post call flow as an 'active GC participant' and therefore continuing to record the entire conversation which is not what we want.

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

@Marty Hand - I'd be curious to see what response you get on your ticket. I'm seeing the same issue where callers are still getting our Genesys survey after they finish with the 3rd party the agent transferred them to. On a positive note though, the conversation during the transfer is not recorded.

@George Ganahl - Your settings are exactly how our settings are configured and our trunks do not record calls that are transferred.

I've got a ticket open. In my opinion this is an error in implementation of the Set Post Flow action. The default behavior should be to clear it whenever a call is transferred externally.  If they can't fix it we will be going back to our manual push to the post interaction survey and removing the Set Post Flow from the flow.

Hello Marty, 

That is a tough one.  @George Ganahl any ideas on this one?

It also might be worth getting the Professional Services team involved so they can take a look at your needs and environment and see what they can do. 

Cheers, 

Thank you, Cameron.

The issue is that the external transfer is not performed from within the flow.  The call is transferred to ACD and then answered by an advocate. During the course of the conversation it is determined that the caller needs to be connected with a provider in their local area and that is when the transfer happens.  I don't see a way to clear the set post flow in this situation.

Hello Marty, 

From my understanding is the current behavior you are seeing is that the Post Flow action persists on the interaction until removed and even with the external trunk is set to not record the post-flow survey still records causing recordings of external transfers. Am I understanding this correctly?

Have you tried to use the clear post-flow action before the external transfer or use the transfer to secure flow action which should auto clear the post flow action?

You can modify your call flow to include a decision point before the transfers. If the transfer is external add a "Clear Post-Flow" action. 

You can create the condition something like this:

If (Transfer_Destination = External)

-> Clear Post-Flow

-> Proceed with External Transfer

Else

-> Maintain Post-Flow Survey

-> Proceed with Transfer

This should work to make sure that external transfers wont trigger unnecessary recordings. 

Cheers, 

As I continue to research this, the cause is the new Set Post Flow action in Architect.  In our instance we want to offer a short 3-questions post interaction survey when the call ends. However, if we transfer the call to an external party this behavior should change and the Set Post Flow action should be cleared automatically.  We have set the External Trunk to not record on external to external transfer, but since the Set Post Flow action is set GC keeps the recording going and then attempts to offer the survey long after our agent has disconnected and the external conversation is complete.  This behavior should be the exception and not the standard.  I can't think of a reason an organization would want to keep recording (or conduct a post interaction survey) if the call was transferred to a 3rd party.

Thanks, Cameron.

Unfortunately, if we disable recording for the entire flow, we don't have a recording with which to conduct a QA review.  The external-to-external is already turned off so I believe this is a miss by the development team that it is keeping the post call flow as an 'active GC participant' and therefore continuing to record the entire conversation which is not what we want.

Hello Marty, 

This document might be something to look into. I dont know how your flows are set up but you can suppress recording for the entire flow. 

Cheers, 

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

#ArchitectandDesign
#QualityManagement
#Telephony

------------------------------
Marty Hand
CTO
------------------------------

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

We found out the problem on ours.  Some agents were doing a conference rather than a consult or blind transfer, you can tell this if you look at the performance view, add column transfer, then look for direction inbound/outbound if transfer isn't 1 then they have done a conference

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

That appears to be some misconfiguration. 

In our case, if you transfer the call to an external number, call isn't recorded, but Supervisors can still continue to Monitor the call (huge privacy issue).

No acceptable answer from Genesys until now.

We found out the problem on ours.  Some agents were doing a conference rather than a consult or blind transfer, you can tell this if you look at the performance view, add column transfer, then look for direction inbound/outbound if transfer isn't 1 then they have done a conference

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

Hi @Jorge Baptista, we faced the same issue and resolved it as per my previous comment. Did you check that and see how your setup matches what I had mentioned above.

Regards

That appears to be some misconfiguration. 

In our case, if you transfer the call to an external number, call isn't recorded, but Supervisors can still continue to Monitor the call (huge privacy issue).

No acceptable answer from Genesys until now.

We found out the problem on ours.  Some agents were doing a conference rather than a consult or blind transfer, you can tell this if you look at the performance view, add column transfer, then look for direction inbound/outbound if transfer isn't 1 then they have done a conference

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty

hi @Vineet Kakroo, we've already tested RLT but didnt worked for us. Maybe something related to your bullet nr 4.

Can you confirm that your bullet nr 3 is for outbound? 

Hi @Jorge Baptista, we faced the same issue and resolved it as per my previous comment. Did you check that and see how your setup matches what I had mentioned above.

Regards

That appears to be some misconfiguration. 

In our case, if you transfer the call to an external number, call isn't recorded, but Supervisors can still continue to Monitor the call (huge privacy issue).

No acceptable answer from Genesys until now.

We found out the problem on ours.  Some agents were doing a conference rather than a consult or blind transfer, you can tell this if you look at the performance view, add column transfer, then look for direction inbound/outbound if transfer isn't 1 then they have done a conference

Good day,

We are experiencing a new phenomenon since implementing Post Call Flow action in our inbound voice flow.  The intention is for the caller to be offered a short 3-questions survey after their interaction with our advocate. However, if the call is transferred to a third-party not inside of Genesys Cloud, we would expect the recording to end and the post call flow action to be forgotten.  But that is not what is happening.

When we do the consult/transfer to the third-party and our advocate disconnects, the GC system appears to still see an activate GC participant in the call in the form of the post call flow action.  When the caller and the third-party end the call, the flow then attempts to ask the 3 survey questions as the caller is hanging up. The External-to-External recording option is deselected so that should not be recorded once our advocate disconnects.

Because the caller could share PII data with the third-party that we should not have, the recording continuing creates a privacy risk that is unacceptable. 

I'm wondering if anyone has thoughts on how I might resolve this or if I need to submit an IDEAS Lab record to have development disable the post call flow when our advocates transfers the call outside of GC?

Any thoughts would be appreciated.

Marty