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Post-Call Survey

1. Workflow Configuration

First step is to configure a Workflow for a Post Call Survey.

The following example shows a Post Call Survey Workflow with four questions and an option to capture a voice message for escalation. The Workflow Objects used in this example are:


Capture Digits for Survey Questions

The following example demonstrates a configuration of the Capture Digits object.


For more information on this configuration, see:

2. Apply Survey to a Campaign

To enable the Post Call Survey workflow:

  • Navigate to the campaign to apply the survey to

  • Set the Survey call ratio from the drop down - the ratio defines the proportion of calls which will be presented a survey at the conclusion of a call:

  • Once a ratio is selected, the User will be presented configuration options:




Survey workflow

Select the post call survey workflow to be used for this campaign

Survey minimum call length

Minimum length of the call required for a survey to be presented. Select from:

  • No minimum

  • 1 min

  • 2 min

  • 3 min

  • 4 min

  • 5 min

  • 6 min

  • 7 min

  • 8 min

  • 9 min

  • 10 min

3. Post Call Survey Reporting

To report on Post Call Survey results:

  • Navigate to Live Reports

  • Create a new report:

    • Dataset: Workflow Activities

    • Grouping: None (full details, with result)

  • Configure any required filters to the report (Workflow, Date/Time)

  • The Activity ID can be used to identify and link results from a single contact

  • The Result field will indicate the input submitted by the contact

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