Overview

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.

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.

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.