Why are Surveys Not Being Sent From Genesys Cloud?

Troubleshooting Scenario

Your organization uses the Genesys Cloud integration with Mindful Feedback, and inbound voice surveys are not being delivered to customers after voice interactions. This article details several steps to take to locate and resolve the root cause. There are a few items to investigate if surveys are not being sent from Genesys Cloud. Check each of the following items, in order, to determine if the integration is not configured properly.

1) Check your Architect Flow

Quick access: Admin > Architect > Architect > Flows (top left drop-down) > Secure Call > To Mindful

Within Architect, you should have an In-Queue Flow or a Secure Call Flow that sends customers to the survey. Check for a Flow named Transfer to Mindful Feedback (or similar).

Once you’ve located the flow, check the following items to ensure it is configured correctly:

• Verify the Set UUI Data block has a properly formatted expression containing a valid SIP Token ID or variable placeholder. This ensures that Mindful Feedback will receive the necessary data to associate the call with a survey.
  • If there are any variables required for your Secure Flow to populate the SIP Header in the Set UUI Data block, ensure that your IVR is collecting those variables successfully.
• Find the phone number in the Transfer to Number block and call the number from a Genesys phone. You should hear “Sorry, we couldn’t find that survey. Goodbye.” This test call will prove that you are transferring calls to the correct Mindful Feedback number.

2) Check Your Scripts (Not Applicable if Using the Embeddable Framework Chrome Extension)

Quick access: Admin > Contact Center > Scripts > Mindful Feedback Script

In your script, you should see a button defined with a label similar to Transfer to Survey or End Call.

• Select this button in your script and verify that the Click Action is either set to Scripter.Invoke Secure Flow or Scripter.Blind Transfer.
• Select the action in the Click Action section to view additional properties:
  1. Secure Flow: Verify that the specific Architect Flow you checked in the prior step is selected.
  2. Flow Data Field: (When using Scripter.Invoke Secure Flow) Verify that a field is selected here (particularly any data field that may have a dependency within your script).

3) Check Your Queues (Not Applicable if Using the Embeddable Framework Chrome Extension)

Quick access: Admin > Contact Center > Queues > Voice Assistant's > Voice tab

If everything else looks good, verify that the appropriate script is assigned to your queue(s). In the Voice tab for a queue that receives a survey, verify that the appropriate script is selected in the Default Script field.

4) Check Your Chrome Extension

If you use the standard Chrome extension, verify that it is installed and active in your web browser.

If you use the Embeddable Framework Chrome extension, verify that you have the correct Secure Call Flow or In-Queue Flow selected in the extension options.

5) Check your Number Plans

Quick access: Admin > Telephony > Sites > Select Site > Number Plans tab

Issues can arise if Mindful Feedback is not included in all Number Plans in a Genesys Cloud organization. Mindful Feedback should be included in all Genesys Cloud Dial Plans, even those which will not be used for surveys.

6) Check your Outbound Routes

Quick access: Admin > Telephony > Sites > Select Site > Outbound Routes

As with Number Plans, issues can arise if Mindful Feedback is not included in all Outbound Routes in a Genesys Cloud organization. Mindful Feedback should be included in all Genesys Cloud Outbound Routes, even those which will not be used for surveys. When adding a new site to Genesys Cloud, follow these steps to add an Outbound Route.

1.  Select New Outbound Route.
2.  Enter a name in the Outbound Route Name field.
3.  Set the State to Enabled.
4.  In the Select External Trunks drop-down menu, select the external trunk that matches your existing route. This may be called Feedback_SIP or something else.
5.  Click Save Outbound Routes.