This flow helps Webex Contact Center to efficiently gather customer feedback through a simple automated post-call survey using Dual-Tone Multi-Frequency (DTMF) tones. Customers rate their call experience when they get a prompt for rating. The system collects the customer responses in a global variable used for reporting. The survey captures customer satisfaction ratings on a scale of 1—5.

This flow is built to easily set up post call surveys in a couple of simple steps. It comes pre-packaged with all the required building blocks including speech to text connector.

Usage

To use this flow effectively as a post-call survey flow, connect a GoTo Flow from the AgentDisconnected event on your Main Flow. This ensures that when the agent disconnects the call, the caller is presented with a post-call Interactive Voice Response (IVR) survey that captures Customer Satisfaction (CSAT) response.

This flow includes messages that can be played to customers. You can customize the messages as required.

Prerequisites

Before configuring this flow, create the following variables:

  • CounterSurvey

    • Type—INTEGER

    • Default value—0

    • Description—Tracks the number of survey attempts and increments with each invalid or timeout response.

  • Global_FeedbackSurveyResponse

    • Type—INTEGER

    • Default value—0

    • Source—Global variable
    • Make Reportable—Toggle on.

    • Description—Stores the customer's rating response or 'NoResponse' if there's an invalid/timeout scenario.

Flow activities

The following table describes the activities used in the flow.

Flow activityDescription

Start

NewPhoneContact

Starts the survey when a new phone contact is initiated.

SurveyOptions (IVR Menu)

Prompts the user to select a rating (1—5). The numbers 1, 2, 3, 4, 5 correspond to satisfaction levels.

Timeout or invalid response leads to a retry.

SetSurveyResponse

Captures the user’s selection and stores it in the Global_FeedbackSurveyResponse variable.

SetCounterSurvey

Increments the CounterSurvey variable after a timeout or invalid response.

CheckCounterSurvey

Validates if the number of retries exceeds 2 using the following condition CounterSurvey > 2.

Ends the survey if retries are exhausted.

SetVariable_r3k

Assigns 'NoResponse' to SurveyResponse if retries are exhausted.

PlaySurveyRecorded

Plays a thank you message after capturing the response.

DisconnectContact

Ends the call gracefully.

Additional resources

For more information on Webex Contact Center flows, see the Flow Designer Guide.