Best practices for avoiding agent intervention in voice surveys

When looking at survey data, it is important to be sure that the data accurately reflects the customer experience. If agents intervene in the survey in any way, the data can become unreliable. The following article presents some strategies for limiting agent intervention in voice surveys.

Automatic Transfers

Depending on what CCaaS platform is in use, ensure that agents have the ability to perform an automatic transfer to the survey without intervention. This is dependent upon how the platform is being accessed via a desktop app or a web browser in most cases. See the table below for more information.


Platform	Automatic Transfer?
Cisco (UCCE, UCCX, PCCE)	Yes
Five 9	Yes
Talkdesk	Yes
Nice CXOne	Inbound Voice: No, an agent needs to transfer to a script. All other Channels: Yes, triggered upon agent hangup.
Amazon Connect	Yes
Avaya Aura	Yes
Genesys Engage	Yes
Genesys Cloud	Yes, as long as you are using Genesys in the browser or via Embeddable Framework.
Twilio	Yes

Agent Behavior

We recommend regularly reviewing survey data and correlating the data with corresponding call performance data to see if agents are only sending surveys to callers who had a positive experience. If this is occurring, take steps to address the issue.

Incentive Programs

Consider implementing an incentive program for agents who send surveys to a diverse group of callers. This will encourage agents to send surveys to callers who have both positive and negative experiences.