Post Call Survey

Important: Post Call Survey feature will be deprecated in future releases.

A post-call survey is automated and conducted after a call. It is designed to gather feedback from customers. The purpose is to collect information about the quality and whether the customer's needs were met.

Note: You must have this feature configured by your administrator in order for it to be available.

Upon connecting a call, the agent will have a smiley icon displayed next to the embedded icons that are visible on the agent status bar.

Once the call is complete, the agent will need to click on the smiley icon to transfer the call to post call survey.

Survey Frequency

Important: Agent must be assigned InteractionSync for Genesys Cloud User role, to have the survey feature option available.

Based on the survey frequency set by the admin, agents can transfer the call interactions to a post call survey via the survey frequency setting. If the call is sent to a survey more than once within the specified interval, an error will be triggered.

Note: If the call is routed to a survey but the caller drops the call before connecting to the survey, an error message Failed to transfer interaction is displayed.