Currently, if a post call survey is initiated, the conversations' agent is changed to the Survey Bot. It would be better if the human agent persisted for better wrap up experience and reporting.
When a call such as the above is in wrap up, the normal wrap up rules for the human agent don't apply (e.g. allowing up to 1 minute for call wrap up before the next call).
Comments
Great idea, without this feature users cannot do the wrap up, meaning our customers have to make the decision between the the wrap up and the post call survey and cannot have both :-(.
Category: Voice - Inbound Calling