Hello Community,

Customer is looking for a Voice Call Survey for an AGENT after the customer ends the OUTBOUND call when dialed on behalf-of-a-queue (specific queue). [we are NOT using outbound dialer.]

So, that agent can score the call quality/etc post interaction.

Any help would be appreciated.

[Not sure if triggers can do that. I tried, but in vain, because I am not able to filter based on specific queue. Will it keep the same coversation active for survey? ]

Hi Khurshid,

you can use se "Set Post-Flow-Action" (Set Post-Flow action - Genesys Cloud Resource Center (mypurecloud.com)) to trigger a flow for the agents. As far as I know, real telephone-surveys are not supportet by Genesys Cloud yet, but should come within the next weeks or monthes. But it should be possible to build a flow with "collect input" actions to gather information from the agents. After that you can write them into data tables or (with a lot of complexity) to a real survey.

Hello Community,

Customer is looking for a Voice Call Survey for an AGENT after the customer ends the OUTBOUND call when dialed on behalf-of-a-queue (specific queue). [we are NOT using outbound dialer.]

So, that agent can score the call quality/etc post interaction.

Any help would be appreciated.

[Not sure if triggers can do that. I tried, but in vain, because I am not able to filter based on specific queue. Will it keep the same coversation active for survey? ]