Open Forum

I was having a chat with a colleague today, helping them flesh out some training material. On the topic of Post Call Surveys, he asked if we could add it to Outbound Calls... and no... it appears not? You cannot create an outbound script or attach a script to an outbound queue. Shame.

Is there a workaround to attach PCS to an Outbound?

What about Campaigns? Let's say we invite 100 users to beta test a new app, it would be great to have a Survey attached to a Campaign which calls the pilot users weekly with something like the below? Is that at all possible atm?

Thank you again for joining the <company> <app> Pilot program.

1. Have you used <app> in the last week? 1 for yes 2 for no.

2. Have you found an issues preventing you from using the app? 1 for yes 2 for no

If 1: Transferring you to priority support. 

3. Thank you

I can suggest a workaround...

You could use a phone number with a survey, then after the call the agent could transfer the call to the survey number.

In other systems each queue has it's own script so you can build standard processes and rules (PCS and in queue messaging and schedules that overrule anything else in the IVR and also apply when calls are transferred between queues) which would probably solve this problem too. Just another of 8x8's limitations I'm afraid.

Hi Ben, Thank you for your message.  While I can certainly understand your eagerness to see this feature implemented, I appreciate your understanding that we cannot provide a specific timeline at this moment.

I'm eager to gain a deeper understanding of how your teams utilize surveys and the typical response rates you encounter. Regarding a private conversation, I'd be more than happy to discuss your specific needs and challenges further. Please feel free to reach out to me directly.