Post-call surveys are a great way to gather feedback about your call center, ask customers for their opinions, solicit input on proposed ideas, and more.  Historically, agents using Contact Center would use the Transfer function to send callers to a survey once the call had wrapped.

While manual transfer is still an option, with this update you're able to automatically send callers to a survey of your choice, once they exit a queue.  This setting is independent for every queue; you could use it on all queues, some of them, or none.

Use the following steps to setup the Post Call Survey Auto-Connect:

  1. Sign into your Contact Center admin portal.

    Post Call Survey Auto-Connect

  2. Navigate to Configuration > Inbound Voice > Post Call Survey.

    Post Call Survey Auto-Connect

  3. From here, click Add to Create a new Survey or edit an existing one.  To edit a particular survey, select it from the Surveys drop-down menu in the top left.

    Post Call Survey Auto-Connect

  4. Once you've finished editing or creating, click Register. This action will make your survey available as a post-call survey option.

    Post Call Survey Auto-Connect

  5. Now navigate to Configure > General > Queues.

    Post Call Survey Auto-Connect

    Find the queue you want to attach this survey to, and click Options at the far right.

    Post Call Survey Auto-Connect

  6. To connect this queue to the post-call survey you created or edited earlier, simply select the correct survey from the Auto Connect Survey drop-down.

    Post Call Survey Auto-Connect

  7. Click Update, to save your changes.

    Post Call Survey Auto-Connect