Review source system configuration

Several things can go wrong with the source system sending requests to Agent Connect. If an interaction is missing, a request may not have actually been sent to Agent Connect, or the required do_not_send attribute may contain an unexpected value.

Verify the criteria for sending requests

It is possible that the source system did not send a survey request as expected. The first step in troubleshooting a missing interaction is to review the criteria in your system that determines when to send requests to Agent Connect, then verify that the missing interaction met all of the requirements.

For example, you might find that the interaction was missing a required tag or field, or that it was not set to a required status.

Check the do_not_send attribute

When a CRM system or other platform sends information about an interaction to Agent Connect, the request must include an attribute named do_not_send, which must be set to false to generate a survey. If you are not seeing surveys generated for interactions as expected, the first step is to verify that the interaction contains the do_not_send attribute with a value of false.

The example below shows a request that would not generate a survey, since do_not_send is set to true:

You can verify this in your CRM configuration or logs, or consult the Requests API status page (see below).

See the integration guide for your CRM system to learn how requests are sent to Agent Connect and how the do_not_send attribute is assigned a value.

Check the API status page

The Agent Connect Requests API status page (Settings > Integrations > API Status Page) contains a log of all invalid survey requests and any errors encountered.

It is possible that the source system sent a request successfully, but the request failed due to an error in Agent Connect. You can search for the missing interaction by various criteria (UUID, channel, etc.), then check the Date column for any errors shown in red text, as seen below:

To learn more and view a complete list of potential errors, see Requests API - troubleshooting and maintenance.

Review the Company Program Trends dashboard

The Company Program Trends dashboard shows the deliverability of your surveys, including a count of failures for specific reasons.

In the Deliverability section of the dashboard, you will see a total count of interactions that failed for the following reasons:

• do_not_send was set to true.

• The customer has unsubscribed from emails from your address.

• The suppression period expired for the interaction.

  The suppression period prevents customers from receiving multiple survey emails when several people on your team are working to resolve an issue. The timeframe for suppression is determined by the Suppression period (in days) setting on the Company Info page.

• Emails were rejected by the receiving email server.

• Emails were bounced back for some reason (mailbox is full, temporary server issues, etc.).

You can click See all team members on the dashboard to view a further breakdown, if needed:

Export feedback data

The default team leader and admin roles can export a range of survey data through the Export Responses page, including the delivery status of survey requests. In the request_delivery_status column of an exported CSV file, you can see any interactions for which do_not_send was set to true, the suppression period expired, the customer unsubscribed from emails, or the email was bounced or blocked.

To view a complete list of statuses you might see in the request_delivery_status column, see Export data.

Contact the Support team

If the tips in this guide do not resolve your issue, you can contact the Support team to investigate further.