Configuring automatic transfers to Feedback surveys
In Genesys Cloud, it is possible to configure automatic transfers to Mindful Feedback surveys after inbound customer interactions. This adds a layer of automation to the process, freeing up agents to quickly move on to other customers rather than taking time to manually transfer customers to a survey when conversations end.
This guide walks through the process of using a Set Post-Flow block in Genesys Cloud Architect to automatically transfer callers to Feedback surveys.
- Rather than building the initial Flow from scratch, you can download a pre-configured i3InboundFlow file to import into Genesys Cloud Architect as a starting point.
This guide only applies to inbound calls processed though an Inbound Call Flow.
Requirements
Two major components are required for this integration:
- A Set Post-Flow block within an Inbound Call Flow that is used to route callers to queue for agents
- A second Inbound Call Flow configured to invoke a Feedback survey. Note that this second Flow cannot be a Secure Call Flow, but must instead be an Inbound Call Flow.
Within your normal inbound queuing Flow, the Set Post-Flow block will designate a second Inbound Call Flow to which customers will be automatically transferred when their conversation ends. The second Flow will be invoked after the conversation and will transfer customers to a Feedback survey.
Initial Call Flow Example
In this simple example, we place a Set Post-Flow block as early as possible in the inbound Flow. This configures the automatic post-call transfer. The transfer to Feedback will occur after any disconnect of a call that invoked this Flow. This includes normal post-interaction disconnects, but also things like queue timeouts.
Use the guidelines below to configure the block:
- Target: Select Caller ('caller') to designate that the customer should be transferred.
- Action Type: Select inboundCallFlow.
- Inbound Call Flow: Select the new Inbound Call Flow that will be created to invoke a Feedback survey (see the next section).
- If you are currently using a "Transfer to Survey" button for manual transfers, you can remove that button from agent scripts after implementing the Set Post-Flow block.
- For consult transfers, it is important that the consulted agent disconnects before the initial agent to ensure the survey routes appropriately.
Survey Transfer Flow Example
For this step, we recommend replicating that existing Flow that is already used to invoke Feedback surveys.
Set UUI Data
Begin by configuring the UUI data to send to Mindful Feedback along with the SIP transfer, so that the new survey interaction can be seeded with initial parameters.
Use the guidelines below to configure the block:
Outgoing UUI Data: Select For Transfers, then create an expression to configure all of the survey interaction attributes you would like to attach to the survey.
The following example configures a SIP survey token, external reference (for the Genesys Conversation ID), and a respondent language.
"SDX-survey_sip_token:<tokenhere>;SDX-external_ref:" + Call.ConversationId + ";SDX-respondent_language:en-US"If you would like to pass the customer phone number along with the basic information, so that it is associated with the Feedback survey, use the following expression, instead:
"SDX-survey_sip_token:<sipsurveytoken>;SDX-external_ref:" + Call.ConversationId + ";SDX-respondent_language:en-US;SDX-phone_number:" + Replace(Call.Ani, "tel:", "")To learn more about setting up interaction attributes, see Survey Interaction Data Model.
Passing additional conversation variables to Feedback
Genesys Cloud conversation variables are synchronized with the appropriate Feeback survey interaction after the interaction has concluded, via conversation polling. However, you may find that you need access to these variables in Feedback before the survey begins. In this case, you can pass additional data to Feedback within the Set UUI Data block to make it available immediately.
Example
As an example, you might want to pass details on the queue in which a call arrived, then build conditional branching into your survey based on the queue. Perhaps you will ask an NPS question only for the Technical Support queue, and ask where the respondent heard of your company only for the Sales queue.
To accomplish this, you could configure an initial Flow with an IVR menu to allow callers to select a queue, then store the selection as Invocation Data:
In this case, if a caller selects the Sales queue, you can use a Set Post-Flow block to set a string, such as "Sales", as Invocation Data before using a Transfer to ACD block to pass that data to a queuing Flow.
When you are ready to transfer a caller to a survey, you can now add the new data into the Set UUI Data block covered in the basic instructions earlier. In the image below, we are passing in a new survey attribute named SDX-survey_router with a value of "Sales". This will be attached as a custom attribute on the survey interaction when the interaction is created. To assign a value to the new custom attribute, we use "ToString(Call.InvocationData)", as seen below:
"SDX-survey_sip_token:dd7ba690-5f00-11ef-b9be-2f71d9ea8fbc;SDX-external_ref:" + Call.ConversationId + ";SDX-respondent_language:en-US;SDX-survey_router:" + ToString(Call.InvocationData) +""When the survey interaction is created, it will now contain the new custom attribute with the assigned value, which you can then reference in survey Triggers and events to route callers to different questions based on that attribute.
Transfer to Number
After the Set UUI Data block, add a Transfer to Number block to transfer the caller to the Feedback SIP endpoint via the number configured in the Feedback UI. The example below shows 10000 as the SIP endpoint.
