I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi Nicki,

Currently we do not support this capability and we don't yet have a date as to when we will.  We do realize it is an important feature and there are quite a few votes for it within the Ideas lab.  The idea number is WEM-I-764 if you'd like to vote on it and/or add in your specific use case.  You can also subscribe to that particular idea to get status updates.  Please let me know if you have any additional questions.

Thanks,

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi Nicki,

Currently we do not support this capability and we don't yet have a date as to when we will.  We do realize it is an important feature and there are quite a few votes for it within the Ideas lab.  The idea number is WEM-I-764 if you'd like to vote on it and/or add in your specific use case.  You can also subscribe to that particular idea to get status updates.  Please let me know if you have any additional questions.

Thanks,

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi Michele

What's the main holdup with this one please?  As great as having appfoundry partner products is, this particular idea is quite old now and was something functional in Engage many years ago.

Hi Nicki,

Currently we do not support this capability and we don't yet have a date as to when we will.  We do realize it is an important feature and there are quite a few votes for it within the Ideas lab.  The idea number is WEM-I-764 if you'd like to vote on it and/or add in your specific use case.  You can also subscribe to that particular idea to get status updates.  Please let me know if you have any additional questions.

Thanks,

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi Michele

What's the main holdup with this one please?  As great as having appfoundry partner products is, this particular idea is quite old now and was something functional in Engage many years ago.

Hi Nicki,

Currently we do not support this capability and we don't yet have a date as to when we will.  We do realize it is an important feature and there are quite a few votes for it within the Ideas lab.  The idea number is WEM-I-764 if you'd like to vote on it and/or add in your specific use case.  You can also subscribe to that particular idea to get status updates.  Please let me know if you have any additional questions.

Thanks,

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi Vaun,

There are 2 aspects to this:
1) Support in our media/signaling tier to automatically transfer the customer to the survey flow at the end of a call
2) Automated generation of a new survey flow type to play the prompts and capture survey inputs

We're lining up both aspects for later this year and have prioritized it as next in our quality roadmap.

Thanks,

Hi Michele

What's the main holdup with this one please?  As great as having appfoundry partner products is, this particular idea is quite old now and was something functional in Engage many years ago.

Hi Nicki,

Currently we do not support this capability and we don't yet have a date as to when we will.  We do realize it is an important feature and there are quite a few votes for it within the Ideas lab.  The idea number is WEM-I-764 if you'd like to vote on it and/or add in your specific use case.  You can also subscribe to that particular idea to get status updates.  Please let me know if you have any additional questions.

Thanks,

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi @Rakesh Tailor and thanks for the information. 
Will the automatic transfer consider variables before transferring, such as the opt-in that Charles mentioned in their previous response?

Hi Vaun,

There are 2 aspects to this:
1) Support in our media/signaling tier to automatically transfer the customer to the survey flow at the end of a call
2) Automated generation of a new survey flow type to play the prompts and capture survey inputs

We're lining up both aspects for later this year and have prioritized it as next in our quality roadmap.

Thanks,

Hi Michele

What's the main holdup with this one please?  As great as having appfoundry partner products is, this particular idea is quite old now and was something functional in Engage many years ago.

Hi Nicki,

Currently we do not support this capability and we don't yet have a date as to when we will.  We do realize it is an important feature and there are quite a few votes for it within the Ideas lab.  The idea number is WEM-I-764 if you'd like to vote on it and/or add in your specific use case.  You can also subscribe to that particular idea to get status updates.  Please let me know if you have any additional questions.

Thanks,

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hey Nicki,

I recommend reaching out to @Andy Pandharikar at Commerce.ai. They have a solution that might work for you! 😉

HTH

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hello Nikki,

Commerce.AI does this requirement. We are a premium application in AppFoundry. Here is the link for our App Foundry Page: 

Commere.AI Voice Survey: https://bit.ly/3geiL05 

Happy to show you a demo. Please let me know what works for you,. 

Jay Acosta, jay@commerce.ai

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Thanks, Jay.
I will discuss with my manager first and will be in touch should they wish to proceed with a demo.
Nicki

Hello Nikki,

Commerce.AI does this requirement. We are a premium application in AppFoundry. Here is the link for our App Foundry Page: 

Commere.AI Voice Survey: https://bit.ly/3geiL05 

Happy to show you a demo. Please let me know what works for you,. 

Jay Acosta, jay@commerce.ai

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose. 
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow. 
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi @Charles Skowron and thanks for this information. I forwarded this to my manager and he had some questions:

1. How does aggregated reporting look though in relation to this approach?

2. I know we can set flow milestones for each question and track/report that way, but is there another way to report than that?

[Milestone reporting is limited in that while we can see aggregated results, we can't filter interactions by milestones, if we wanted to find a specific phone survey response. We can only filter based on outcomes (of which we are limited to 100 outcomes total)] 

Do you have any additional feedback/insight to share?

We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose. 
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow. 
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hello Nicole

Also an option to write the survey results from the flow (flow explained by Charles) to a data table and results can be periodically downloaded from the data table. Additional data can be included such as date/time, interaction ID, queue, agent name etc. 

There is a 5000 default row limit to data tables but it can be increased by Genesys support at request.

The data table is updated using a data action in survey flow and architect API = /api/v2/flows/datatables/{datatableId}/rows   

Some manual management needed for this option (download results and periodically clear the table) but it has been helpful for a number of client scenarios. Would be possible to further automate this data management via API.

Hi @Charles Skowron and thanks for this information. I forwarded this to my manager and he had some questions:

1. How does aggregated reporting look though in relation to this approach?

2. I know we can set flow milestones for each question and track/report that way, but is there another way to report than that?

[Milestone reporting is limited in that while we can see aggregated results, we can't filter interactions by milestones, if we wanted to find a specific phone survey response. We can only filter based on outcomes (of which we are limited to 100 outcomes total)] 

Do you have any additional feedback/insight to share?

We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose. 
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow. 
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hello Nicole

Also an option to write the survey results from the flow (flow explained by Charles) to a data table and results can be periodically downloaded from the data table. Additional data can be included such as date/time, interaction ID, queue, agent name etc. 

There is a 5000 default row limit to data tables but it can be increased by Genesys support at request.

The data table is updated using a data action in survey flow and architect API = /api/v2/flows/datatables/{datatableId}/rows   

Some manual management needed for this option (download results and periodically clear the table) but it has been helpful for a number of client scenarios. Would be possible to further automate this data management via API.

Hi @Charles Skowron and thanks for this information. I forwarded this to my manager and he had some questions:

1. How does aggregated reporting look though in relation to this approach?

2. I know we can set flow milestones for each question and track/report that way, but is there another way to report than that?

[Milestone reporting is limited in that while we can see aggregated results, we can't filter interactions by milestones, if we wanted to find a specific phone survey response. We can only filter based on outcomes (of which we are limited to 100 outcomes total)] 

Do you have any additional feedback/insight to share?

We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose. 
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow. 
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi @Charles Skowron and thanks for this information. I forwarded this to my manager and he had some questions:

1. How does aggregated reporting look though in relation to this approach?

2. I know we can set flow milestones for each question and track/report that way, but is there another way to report than that?

[Milestone reporting is limited in that while we can see aggregated results, we can't filter interactions by milestones, if we wanted to find a specific phone survey response. We can only filter based on outcomes (of which we are limited to 100 outcomes total)] 

Do you have any additional feedback/insight to share?

We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose. 
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow. 
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

We are using set participant data - not flow outcomes / milestones. So you will need to use a reporting / BI tool to pull the data from Genesys using the analytics API's and from there you can get the aggregate reporting based on each question, or individual reporting per interaction. Also, since the data is still tied to the specific interaction, you can pull the aggregate data based on the queues, and/or agents etc if needed as well to see if there are trends between specific agents / teams, or queues etc.  

Hi @Charles Skowron and thanks for this information. I forwarded this to my manager and he had some questions:

1. How does aggregated reporting look though in relation to this approach?

2. I know we can set flow milestones for each question and track/report that way, but is there another way to report than that?

[Milestone reporting is limited in that while we can see aggregated results, we can't filter interactions by milestones, if we wanted to find a specific phone survey response. We can only filter based on outcomes (of which we are limited to 100 outcomes total)] 

Do you have any additional feedback/insight to share?

We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose. 
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow. 
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Use participant data to save survey result, if agents have interaction view permission in Genesys cloud, they can view the survey result in the participant data list. There is some concerns here.

We are using set participant data - not flow outcomes / milestones. So you will need to use a reporting / BI tool to pull the data from Genesys using the analytics API's and from there you can get the aggregate reporting based on each question, or individual reporting per interaction. Also, since the data is still tied to the specific interaction, you can pull the aggregate data based on the queues, and/or agents etc if needed as well to see if there are trends between specific agents / teams, or queues etc.  

Hi @Charles Skowron and thanks for this information. I forwarded this to my manager and he had some questions:

1. How does aggregated reporting look though in relation to this approach?

2. I know we can set flow milestones for each question and track/report that way, but is there another way to report than that?

[Milestone reporting is limited in that while we can see aggregated results, we can't filter interactions by milestones, if we wanted to find a specific phone survey response. We can only filter based on outcomes (of which we are limited to 100 outcomes total)] 

Do you have any additional feedback/insight to share?

We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose. 
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow. 
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

We are using the button in the agent script to blind-transfer the call to a queue. In this queue, we are not adding any members. So it will go to the Inqueue flow. In that Inqueue flow, we are asking all the questions and collecting the responses using the collect input nodes. And we are storing the results both in the participant data and the external tag. We can export the interactions report itself with the external tag column to get the report in CSV format. Then we split the answers in Excel by using delimiters in the Text to Columns option.

Use participant data to save survey result, if agents have interaction view permission in Genesys cloud, they can view the survey result in the participant data list. There is some concerns here.

We are using set participant data - not flow outcomes / milestones. So you will need to use a reporting / BI tool to pull the data from Genesys using the analytics API's and from there you can get the aggregate reporting based on each question, or individual reporting per interaction. Also, since the data is still tied to the specific interaction, you can pull the aggregate data based on the queues, and/or agents etc if needed as well to see if there are trends between specific agents / teams, or queues etc.  

Hi @Charles Skowron and thanks for this information. I forwarded this to my manager and he had some questions:

1. How does aggregated reporting look though in relation to this approach?

2. I know we can set flow milestones for each question and track/report that way, but is there another way to report than that?

[Milestone reporting is limited in that while we can see aggregated results, we can't filter interactions by milestones, if we wanted to find a specific phone survey response. We can only filter based on outcomes (of which we are limited to 100 outcomes total)] 

Do you have any additional feedback/insight to share?

We are doing this today inside using a flow like you suggested. Each response is then saved as a variable under the 'set participant data', and we concatenate all of the previous responses as it moves through the flow. That way when they are finished with the survey, you have a complete set of data for each question, and the response they chose. 
We then setup an agent script with a button that is labeled "Disconnect", but actually performs a blind transfer to this survey flow. The agents are then trained to click this "disconnect" button when they are finished with the call, and it transfers the call to the survey flow. 
In the main part of the IVR, we ask the caller if they would like to complete a survey, and if they choose yes, we tag a variable. Then when the call is transferred to the survey flow, we check that variable, and if they chose "yes", we continue with the survey flow. Otherwise, we disconnect the call. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hello Robert,
that's a great idea. I will try to implement that into my existing solution. This would avoid cherry picking. 

Best regards
Christoph

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Just a note that the post call transfer capability is on track for availability by the end of March.  More details on that feature can be found by tracking the following idea:

https://genesyscloud.ideas.aha.io/ideas/INB-I-189

Also, work on Voice Surveys is in progress and we are aiming for availability as a Beta in late July.  For more details on that feature, track the following idea:

https://genesyscloud.ideas.aha.io/ideas/WEM-I-764

Thanks,

Hello Robert,
that's a great idea. I will try to implement that into my existing solution. This would avoid cherry picking. 

Best regards
Christoph

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi @Robert Wakefield-Carl

I did use the trigger and created a workflow. However, we cannot initiate a call using data action in workflows without user context. The only way possible is to create a callback instead and have outbound dialer to answer the callbacks and send the voice calls which would act as a survey.

Let me know if you know some other way of working this out.

Regards,

Somik Mukherjee

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Has anyone had success with initial testing of the new Post Call action from the April 15 release? Even with the new action in architect, ending a call doesn't send it to a flow. I've selected 'caller' as the target; it doesn't seem like it should be too complicated, but I'm stumped.

Hi @Robert Wakefield-Carl

I did use the trigger and created a workflow. However, we cannot initiate a call using data action in workflows without user context. The only way possible is to create a callback instead and have outbound dialer to answer the callbacks and send the voice calls which would act as a survey.

Let me know if you know some other way of working this out.

Regards,

Somik Mukherjee

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Has anyone had success with initial testing of the new Post Call action from the April 15 release? Even with the new action in architect, ending a call doesn't send it to a flow. I've selected 'caller' as the target; it doesn't seem like it should be too complicated, but I'm stumped.

Hi @Robert Wakefield-Carl

I did use the trigger and created a workflow. However, we cannot initiate a call using data action in workflows without user context. The only way possible is to create a callback instead and have outbound dialer to answer the callbacks and send the voice calls which would act as a survey.

Let me know if you know some other way of working this out.

Regards,

Somik Mukherjee

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Has anyone had success with initial testing of the new Post Call action from the April 15 release? Even with the new action in architect, ending a call doesn't send it to a flow. I've selected 'caller' as the target; it doesn't seem like it should be too complicated, but I'm stumped.

Hi @Robert Wakefield-Carl

I did use the trigger and created a workflow. However, we cannot initiate a call using data action in workflows without user context. The only way possible is to create a callback instead and have outbound dialer to answer the callbacks and send the voice calls which would act as a survey.

Let me know if you know some other way of working this out.

Regards,

Somik Mukherjee

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.

Hi Warren,
the Post-Call-Action works fine for me. I switched my after-call-survey from a button, that an agent had to click to the post-call-action and it works fine. Have you figured out, if the callflow is reached or if it breaks before transfer to flow?

Best
Christoph

Has anyone had success with initial testing of the new Post Call action from the April 15 release? Even with the new action in architect, ending a call doesn't send it to a flow. I've selected 'caller' as the target; it doesn't seem like it should be too complicated, but I'm stumped.

Hi @Robert Wakefield-Carl

I did use the trigger and created a workflow. However, we cannot initiate a call using data action in workflows without user context. The only way possible is to create a callback instead and have outbound dialer to answer the callbacks and send the voice calls which would act as a survey.

Let me know if you know some other way of working this out.

Regards,

Somik Mukherjee

Has anyone tried using a trigger on the events.user.end and run a workflow to transfer customer to a secure flow to collect the survey and then use the survey flow to score the already queued up survey?  Looks to me like it would work better than the chrome plug-in or disconnect button on the script.  Let me know if you get it working. 

I'm seeing information on web and email surveys, but is there a post call survey the customer can complete on the phone call just after speaking with the agent?

I guess I could design a flow with specific inputs for my Likert scale (1 through 5) and set milestones that correspond to each possible entry, but not sure how that translates into reporting.

Any ideas, or links to info?

Thanks.