Genesys Cloud – March 20, 2019

Contact center

Web-based surveys

Contact center managers can now create and send web-based surveys to customers after a voice, chat, email, or message interaction. Managers can see survey results through analytics views to gain more information about customer satisfaction. For more information, see About web surveys.

Filter interaction history

Agents can now filter an external contact’s interaction history by interaction type, interaction direction, and survey completion. For more information, see View the interaction history for a contact.