- Using a Survey Form + Voice Survey Flow
- This method automatically creates “Ask Survey Question” actions based on the Survey Form’s multiple-choice questions.
- The advantage is that responses feed into Genesys QA reporting seamlessly.
- However, because the form’s questions are locked down to predefined multiple-choice answers, it doesn’t easily allow for custom DTMF entries like 0 (skip) or 9 (repeat). We can’t fully integrate the custom branching and looping logic we want for our post‐call survey.
- Manually Building the Voice Survey Flow
- Here, we write our own flow logic and “Ask for Input” actions. This allows for advanced DTMF handling: 1–5 for the satisfaction scale, 0 to skip, and 9 to repeat the question.
- The downside is that the manual flow is not automatically linked to Genesys QA. We lose the built-in survey form reporting and must manage results in a custom way if we want the data aggregated.
My question is:
Are we correct in concluding that to have custom DTMF logic (such as skip or repeat), we must build a completely manual Voice Survey Flow—and therefore not leverage the built‐in QA survey form’s reporting? If there is an alternate approach that would preserve a strong QA integration while also permitting 0 and 9 for skip/repeat logic, I would greatly appreciate any guidance or best practices.