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Post-Call IVR Survey

When an agent ends a CX-Voice call, the customer hears a short survey immediately after.

Related guide: This is a voice-delivered counterpart to Automated Multi-Reply Post-Conversation Survey (SMS & WhatsApp).

What This Feature Does

  • Triggers when the agent ends a CX-Voice call.

  • Delivers survey questions to the customer via IVR prompts after the agent ends the call.

  • Supports three question types: multiple choice (MCQ), dropdown, and yes/no (boolean).

  • Supports both weighted and non-weighted forms.

  • Sends survey responses to EFCX as activity records, making the results available for reporting in the same way as SMS/WhatsApp survey responses.

Where This Fits

This is a voice-delivered counterpart to the Automated Multi-Reply Post-Conversation Survey (SMS & WhatsApp) — customers who finish a CX-Voice call now get a spoken survey on that same call, separate from (and in addition to) WhatsApp/SMS survey delivery. This closes a gap the SMS/WhatsApp survey has today: that feature does not work with CX-Voice, only Cisco UCCX.

Voice Survey Capabilities

  • Customer responses: Customers answer survey questions using DTMF keypad input.

  • Supported call types: The feature supports inbound voice calls. The survey starts after the agent ends the voice interaction.

  • Configuration: Survey forms are created using the CX Form Builder. The voice survey uses the same form builder as the SMS/WhatsApp survey and does not require a separate form builder. The specific survey form is assigned through the FusionPBX dialplan. For configuration details, see the Post-Call-Survey dialplan steps in Configure Dialplans.

  • Languages: The survey language depends on the configured audio prompts.

  • Limitations: If the customer disconnects during the survey, the remaining questions are not completed and the corresponding responses are not collected.