Surveys

Create, configure and delete surveys in the Engagement Studio.

What is a Survey?

A Survey in Engagement Cloud is a structured set of questions used to gather feedback or classify interactions from participants. Surveys help improve customer experience, understand service performance, and collect operational insights — whether from customers or internal agents.

Surveys can be triggered at the end of interactions or embedded during digital journeys and are fully configurable to suit different use cases.

Which surveys types exist?

Engagement Cloud supports two main types of surveys:

• Voice Surveys
• Digital & Multichannel Surveys

Voice Surveys

These surveys are specific to voice interactions and are typically triggered after a phone call ends. Designed to run through IVR (Interactive Voice Response), they allow the caller to provide feedback using key presses or speech input. Use case: Asking callers to rate their experience right after a support call.

For more details on how voice surveys are configured and behave, refer to the course: wrapup-ivr.

Digital & Multichannel Surveys

These surveys are designed for non-voice channels and broader engagement scenarios, including:

• Click-to-Call (C2C) journeys
• Chatbots
• Agent satisfaction feedback (e.g., operator mood after a session)
• Call classification during or after contact (e.g., identifying the call reason or outcome)

These surveys are typically presented via web interfaces, chat messages, or embedded UI components and offer greater flexibility in content and delivery.

When should you use Surveys?

Surveys can be used:

• At the end of an interaction (e.g., post-call or post-chat)
• During the interaction, for example, to classify the contact reason or gather context
• Internally, to assess operator satisfaction or track operational metrics