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Callers Do Not Receive Post Call Survey
8x8 Support

Callers Do Not Receive Post Call Survey

Symptom

You have an inbound phone script with a Post Call Survey with the Survey offer type: 'Stay on call'.

  1. A caller hears the greeting message and the audio message for the survey. 
  2. The call goes into the correct queue, and is answered by an agent successfully.
  3. After the call is finished, the agent clicks 'end call'.
  4. The caller is disconnected.

The call should go to the Post Call Survey.

Applies To

Virtual Contact Center inbound phone script.

Resolution

Move the Post Call Survey before the Forward to Queue object.

clipboard_e03b1922358a3586ce47c624e3126df12.png

Cause

The Post Call Survey object is after the Forward to Queue object.  When the call ends, it ends before reaching the Post Call Survey.

clipboard_ee03b91e710fcbefe65954eb82eca54ca.png

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