Configuring Automatic Transfers to Feedback Surveys

In Genesys Cloud, it is possible to configure automatic transfers to Mindful Feedback surveys after customers 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.

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 queueing 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.

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).

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"

To learn more about setting up interaction attributes, see Survey Interaction Data Model.

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.