When calls opt out of a Post Call Survey (PCS) they are not being reported on as offered the survey.
- Contact Center
- Post Call Survey
- Customer Experience Survey Summary
- Login to Contact Center Configuration Manager for Contact Center
- Locate the Inbound Phone Script
- Ensure that the the option to opt out of the survey has Disabled Post Call Survey script objects configured
The offered metric is counted when a Post Call Survey script object (enabled or disabled) is reached in the inbound phone script.
Documentation: Post Call Survey, Configure Survey, IVR-controlled survey