BACKGROUND:
Customer calls into our BYOC-C Genesys Cloud CX Queue and agrees to take part in a Survey. Agent transfers the caller to a special Survey Queue and disconnects the original interaction. A business requirement is the Survey results are to be kept independent of the original interaction.
CHALLENGES
Given transferring the call to another queue causes the recording to be added to the original interaction i have decided to try blind transferring the call to an external number which loops back to an internal Call route linked to a Survey Queue. UUI data can be used to include Interaction Id, Agent Id, Queue Name from the original interaction. This will enable us to record a separate interaction for the Survey results and link it back (for quality and training purposes) to the original call by extracting UUI data.
QUESTIONS
Any recommendations for achieving this?
Can Gcloud create a separate interaction from blind transfer (without looping the call back to create a 2nd interaction?)
Which format for encoding the UUI data would be best here?
Is there another way of achieving what i am after? (I have thought of storing the original interaction ID, Queue Name and Agent name in a CRM holding space, then retrieving that once the call arrives in Q-Survey. This would be instead of using UUI DATA).
Transferring to an external number then back in again runs the risk of part of that going via the PSTN where any UUIData you have attached will very likely be dropped unless you can talk directly to another org that then comes back to this. I can't help but think you're asking for trouble with all of that tromboning.
Why is it they want the survey results to be kept independent yet they want a bunch of data form the original call to be captured in it? If you've not talking thousands of calls you could just leverage a data table with the results in it but then maintenacne of that would become the issue.
Have you looked into one of the AppFoundry partners that do surveys? I believe most of them actually leverage UUIData for this too and you setup a trunk specifically through to that provider for the survey calls.
These are transactional surveys so Managers will need the ability to link the results back to a specific Queue, Agent and conversation (for training and quality purposes). Once the client answers the single survey question they have the ability to leave a voice message stating why they chose that rating. This info will be transcribed to text by external 3rd party SW which will need to see the original interaction id, agent and queue info (for same purpose) in order to group the results under queue and agent for managers to filter / report and view otherwise its useless random data. I had wondered if a campaign would work. So far as volumes we are looking at potentially hundreds a day. I will check with our network carrier regarding UUI data being dropped by their system or not. The other option i mentioned was upon blind transferring the call to Q-Survey, a data action writes the necessary data from original call into CRM, then once call has gone out and looped back in to call route, it reads that location in CRM and retrieves the 3 pieces of data (or interaction ID of original call as a bare min). The same ANI number is used on original call and the transferred Survey queue call (customer has not been disconnected yet)