Related to Support ticket filed: 2511050030001279

Outbound CSAT responses are missing a valid ConversationID

When an outbound call is made and transferred to CSAT, the ConversationID in the Customer Feedback Survey Response table is either a series of hashes or null. This issue affects all related tables and occurs only for outbound-initiated CSAT responses, while inbound calls record CSAT correctly with a valid ConversationID.

Purpose: This feature will enable our Outbound teams to effectively measure key performance indicators (KPIs) and provide management with clear insights into team proficiency when handling outbound calls with existing buyers, clients, and potential prospects. It will also support continuous improvement by identifying opportunities to enhance service quality and strengthen customer engagement.

MS Support feedback: Outbound calls are not fully supported for Customer Feedback Surveys.