In this video @Stalin Singh talks about configuring voice surveys after customer interactions.
Administrators can now create and deploy voice surveys that gather customer experience feedback after a voice interaction. Administrators can also view the results of these surveys through analytics views. Agents can offer customers the option to take a survey about their call experience. If the customer agrees, then the agent disconnects, the survey begins while the customer remains on the line, and the survey results are linked to the interaction. This feature helps to provide a clear picture of customer feedback and distinguishes between IVR survey results and web-based survey outcomes.
NOTE: Voice Surveys require Genesys Enhanced TTS, which typically has an additional cost, however, there is no charge for the use with BOT and Voice Surveys. Please see: https://help.mypurecloud.com/articles/genesys-enhanced-tts-pricing/
Read more:
Release Notes: https://help.mypurecloud.com/releasenote/october-21-2024/
#TAMStudios #FeatureReview #VoiceSurvey #Surveys
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I have not heard of any fixes yet.
@Rocky Gale I have encountered the same issue. Have you or anyone else figured out what to do ?
Hello - Looking to find out how I can capture in reporting the "Opt In" that customers do when presented with the survey. They are asked if they want to take a survey, press 1, otherwise hold the line So I am looking to capture the action of pressing 1. Any assistance?
Hi @Stalin Singh,
I'm looking to build a flow that supports surveys in multiple languages. Currently, it seems that only one language is allowed per flow for supported languages. How can we enable multilingual support in Voice Survey flows?
Thanks !
Regards,
Suresh U
hi @Armands Bunkovskis
Apologies for the delayed response. This is regarding disabling speech recognition in the survey and keeping only the DTMF option. Currently, we don’t have this functionality available. However, the existing idea for this is https://genesyscloud.ideas.aha.io/ideas/CESVY-I-50
Hope it answers your query.
HI @Rocky Gale
Currently, we do not have reporting available at that level. We are first working on providing this functionality for QM and will then aim to extend it to surveys in the future.
https://genesyscloud.ideas.aha.io/ideas/CESVY-I-63 ,
I hope this answers your question.
We have been utilizing the post-call voice survey for a couple of months now. However, we have encountered a few challenges. If a customer skips or does not respond to a question, it negatively impacts the survey score, which skews the accuracy of the data we receive. Additionally, we currently do not have the capability to break down the results by individual agents, limiting our ability to assess performance at a granular level.
Is it possibe to disable speech recognition in survey and keep only DTMF option?
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