Configuration · guide

Setting up post-call surveys in Webex Contact Center

Verified 2026-09-30 · 63 sources · tier 2–3

For Webex Contact Center administrators and flow developers configuring post-interaction surveys.

Post-interaction surveys gather customer ratings directly after an agent disconnects from a call or closes a digital conversation 1253. This guide covers configuring survey questions, flow activities, and response tracking for voice and digital channels in Webex Contact Center 4837.

Before you start

For IVR surveys built in Control Hub, verify the organization is provisioned on Contact Center Flex 3.0 or Flex and uses the Next Generation voice platform 34. The Next Generation media platform is the default for all new trials and subscriptions 57.
For hand-crafted Flow Designer IVR surveys, download the template file PostCallSurvey_AutoCSAT_Template.json from the Cisco WebexSamples repository 15.
For digital surveys, verify the tenant is provisioned on Contact Center Flex 3.0 or Flex with digital channels configured through Webex Connect 758.
Confirm you have administrative access to Control Hub 59.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

How will the survey be delivered and where is it built?

Which interactions are offered the survey?

Two questions. One permanent page you can send to your manager.

Step 1 Confirm the prerequisites

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

Confirm the organization is provisioned on Contact Center Flex 3.0 or Flex and has access to the Next Generation voice platform 34. Prepare all survey audio prompts as .wav files 32.

Verify

In Control Hub, navigate to Contact Center > Customer Experience > Surveys and confirm the Create new survey button is present and offers IVR surveys 48.

Rollback

Suggested rollback: No configuration changes are made in this step.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

Confirm access to Flow Designer in Control Hub under Contact Center > Flows 27. Download the template file PostCallSurvey_AutoCSAT_Template.json from the WebexSamples repository 15.

Verify

Suggested check: Open Flow Designer and confirm you can access the Flows list and Global Variables view.

Rollback

Suggested rollback: No configuration changes are made in this step.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

Confirm the organization is provisioned on Contact Center Flex 3.0 or Flex and that digital channels are configured via Webex Connect 758.

Verify

Open the Webex Connect flow editor and verify that the Surveys node is available in the node palette 50.

Rollback

Suggested rollback: No configuration changes are made in this step.

Step 2 Build the survey or response variable

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

In Control Hub, go to Contact Center > Customer Experience > Surveys, click Create new survey, and select IVR surveys 48. Enter the survey name and language, upload the welcome audio .wav file, configure the questions, and upload the thank you audio file 3238. Select question types from NPS, CSAT, CES, or Other, assigning each question an audio prompt and display text 38.

Verify

Confirm that the saved survey appears in the Surveys list under Contact Center > Customer Experience > Surveys 49.

Rollback

In Contact Center > Customer Experience > Surveys, click the delete icon beside the survey and confirm Yes 49.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

In Control Hub, navigate to Contact Center > Flows > Global Variables and click Create a new global variable 27. Create a global variable named Global_FeedbackSurveyResponse, set its type to INTEGER, and assign a default value of 0 1827. Enable the Make Reportable toggle 30. Note that the variable name and type cannot be changed after creation, and sensitive customer data must not be stored in global variables because historical record users can view them 2731.

Verify

Verify that Global_FeedbackSurveyResponse is listed on the Global Variables page and is marked as reportable, counting toward the maximum limit of 100 reportable global variables 30.

Rollback

A global variable cannot be deleted once created; deactivate the variable after confirming no flows reference it 28.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

In Control Hub, go to Contact Center > Customer Experience > Surveys, click Create new survey, and select Digital surveys 48. Complete the default English version first 6. Provide a welcome title and message, configure questions, provide a thank you title and message, and set the Appearance page properties 5. Choose question types from NPS, CES, CSAT, Scale, Smiley, Star, Single answer, Multiple answer, Short text, and Long text 8. Ensure uploaded brand logos or background images are PNG or JPEG format up to 5000 x 5000 pixels 5.

Verify

Click Preview survey on the Appearance page to check the layout, and confirm the survey appears in the Surveys list 549.

Rollback

In Contact Center > Customer Experience > Surveys, click the delete icon beside the digital survey and confirm Yes 49.

Step 3 Configure error handling, retries, and translations

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

In the IVR survey configuration, upload audio prompts for invalid input and timeout 38. Set a numeric value for Maximum invalid inputs and timeout allowed, and upload the audio file played when the maximum retry count is exceeded 38.

Verify

Suggested check: Verify that all required audio slots are populated and the survey configuration saves without validation warnings.

Rollback

Edit the survey under Contact Center > Customer Experience > Surveys, update the settings, and click Next then Save 49. Note that flow execution picks up survey edits only once every 24 hours 33.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

Retain the retry logic from the template: invalid or timed-out DTMF entries increment the flow variable CounterSurvey and re-prompt the caller 16. Verify the Condition activity checks whether CounterSurvey has reached 2 failed attempts, assigns 'NoResponse', plays the closing message, and disconnects the contact 1640.

Verify

Suggested check: In Flow Designer, trace the Entry Timeout and Unmatched Entry branches of the Menu activity into the Set Variable counter and Condition branch.

Rollback

Suggested rollback: Discard changes in the imported flow or re-import the unedited template file.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

For each additional language required, manually enter translated titles, questions, and messages 6. Auto-translation is not supported, and untranslated language selections fall back to English 6.

Verify

Use Preview survey to review each configured language version 5.

Rollback

Edit the survey in Control Hub, clear the secondary translations, and click Next then Save 49.

Step 4 Prepare the interaction flow

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

Open your main inbound flow in Flow Designer 58. In the Global Properties pane, expand Predefined Variables, click Add Global Variables, select the checkbox for Global_FeedbackSurveyOptin, and click Add 41.

Verify

Confirm that Global_FeedbackSurveyOptin appears in the flow's variable list as a String type with no initial value 44.

Rollback

Remove Global_FeedbackSurveyOptin from the flow's variable list before publishing 41.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

In Flow Designer, import PostCallSurvey_AutoCSAT_Template.json as a new flow 15. Ensure Global_FeedbackSurveyResponse exists as an INTEGER global variable before opening the template 18. Customize the prompt text or audio files within the survey flow 15. Maintain the survey as a standalone flow invoked by GoTo Flow, because subflows cannot directly contain global variables 1428.

Verify

Turn on validation in Flow Designer and confirm that the imported flow produces no validation errors 19.

Rollback

Delete or leave the imported flow unpublished 19.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

In Webex Connect, open the flow configured for the WxCC Task Close event corresponding to your digital channel 53. Add the Surveys node to the canvas 53.

Verify

Confirm that the Surveys node can be added and authorized; when upgrading to the latest node version, re-authorization is required 51.

Rollback

Suggested rollback: Close the Webex Connect workflow editor without saving.

Step 5 Configure survey offer and opt-in rules

Every interaction handled by an agent on this flow + IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

In the main flow prior to queueing the call to an agent, add a Set Variable activity 43. WarmTransfer's reading of the sources is that setting Global_FeedbackSurveyOptin to true using a Set Variable activity in the main flow satisfies the runtime opt-in requirement for all calls 43.

Verify

Suggested check: Verify that the Set Variable activity is wired into the main flow sequence before the Queue Contact block.

Rollback

Remove the Set Variable activity that modifies Global_FeedbackSurveyOptin 44.

Only customers who agree to take a survey + IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

In the main flow before the Queue Contact activity, add a Menu activity prompting the caller to accept or decline a post-call survey 4043. WarmTransfer's reading of the sources is that connecting the acceptance path to a Set Variable activity setting Global_FeedbackSurveyOptin to true, and connecting refusal, Entry Timeout, and Unmatched Entry paths to set it to false, gates survey presentation 4043.

Verify

Suggested check: Verify that the acceptance branch sets Global_FeedbackSurveyOptin to true and failure/refusal branches set it to false before entering the queue.

Rollback

Remove the Menu and Set Variable activities gating Global_FeedbackSurveyOptin 44.

Every interaction handled by an agent on this flow + IVR survey built by hand in Flow Designer using a template and a global variable

Do

Connect the survey flow to the agent disconnect event so that every interaction handled by an agent reaches the survey 14.

Verify

Suggested check: Verify that the GoTo Flow activity connects directly to the agent disconnect event without gating conditions.

Rollback

Suggested rollback: Disconnect the GoTo Flow activity from the event handler.

Only customers who agree to take a survey + IVR survey built by hand in Flow Designer using a template and a global variable

Do

Retain the survey template's default disconnect handling: callers decline the survey by remaining silent or entering invalid keys, causing the flow to record 'NoResponse' after 2 attempts and disconnect 16.

Verify

Suggested check: Verify the retry loop counter in the survey flow routes to Disconnect Contact after the attempts expire.

Rollback

Suggested rollback: No separate opt-in gate changes to revert.

Every interaction handled by an agent on this flow + Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

Place the Surveys node in the Webex Connect Task Close event flow without pre-filtering, generating a survey link for every closed interaction 53.

Verify

Suggested check: Verify that the Task Close event triggers the Surveys node directly upon interaction termination.

Rollback

Suggested rollback: Remove the Surveys node from the Task Close workflow.

Only customers who agree to take a survey + Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

Allow the Surveys node to generate a single-use survey URL upon interaction close and deliver it over the channel; the customer opts in by choosing whether to access the link 5253.

Verify

Suggested check: Verify that the outbound message containing the generated URL is sent when the task closes.

Rollback

Suggested rollback: Remove the Surveys and channel send nodes from the Task Close event flow.

Step 6 Attach survey execution to the interaction end

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

On the Event Flows canvas in Flow Designer, add a Feedback V2 activity following the agent-disconnect event handler 12. In the Feedback V2 activity's Survey settings, select your IVR survey questionnaire from the drop-down list 24. Configure Advanced Settings Timeout (defaults to 3 seconds) 25. Connect a Disconnect Contact activity after Feedback V2 to end the call 20. Connect the Undefined Error output path to Disconnect Contact or an error handler 26. You may optionally configure customer ID, email, phone number, and key-value pairs in the activity 23.

Verify

Verify that the Feedback V2 activity connects to the agent-disconnect event on the Event Flows canvas, rather than PhoneContactEnded 12.

Rollback

Remove the Feedback V2 and Disconnect Contact activities from the Event Flows canvas 12.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

On the main flow's Event Flows canvas, add a GoTo Flow activity connected to the agent-disconnect event and target the imported CSAT survey flow 14. Note that event flows execute asynchronously to the main flow 9.

Verify

Verify that the GoTo Flow activity points to the published survey flow and is linked to the agent-disconnect event rather than PhoneContactEnded 14.

Rollback

Delete the GoTo Flow activity from the Event Flows canvas 14.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

In the Webex Connect Task Close flow, click Fetch All Questionnaires in the Surveys node and select your digital survey 52. Set a Valid After time and specify either Valid Till or Valid For (do not set both) 51. Route the node's surveyURL output variable to the channel-specific send node to deliver the link to the customer 52.

Verify

Confirm that the Surveys node indicates success and populates surveyURL with default validUses equal to 1 52.

Rollback

Remove the Surveys node and subsequent message delivery node from the Task Close event flow 53.

Step 7 Configure survey language settings

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

In the Feedback V2 activity settings, either leave the language configuration to evaluate Global_Language (defaults to en-US) or enable the Override Language Settings toggle and choose an explicit language 21.

Verify

Confirm that the selected language matches the language configured when the IVR survey was created 3821.

Rollback

Toggle off Override Language Settings in the Feedback V2 activity 21.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

Open the survey flow and replace the template's prompt text or audio files with prompts matching your intended language 15.

Verify

Suggested check: Play or read each configured audio prompt in Flow Designer to verify correct language phrasing.

Rollback

Revert the prompt text or audio references to the default template values 15.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

Configure the Preferred Language field on the Surveys node in Webex Connect 51. If the questionnaire is changed later, reselect the Preferred Language value 51.

Verify

Confirm that any language requested without an active translation falls back to the default English version 6.

Rollback

Clear the Preferred Language field in the Surveys node configuration 51.

Step 8 Validate and publish flows

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

Enable validation in Flow Designer, resolve any reported validation errors, and click Publish on the main flow 19. Flow Designer versioning does not include version control; keep an exported copy or assign a version label before publishing 60.

Verify

Confirm that the flow publishes successfully; the Publish button remains disabled while validation errors exist 19.

Rollback

Republish the previously saved flow version 60.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

In Flow Designer, validate and publish the imported survey flow first, then validate and publish the main inbound flow that references it 19.

Verify

Verify that both flows report zero validation errors and show updated published version counts 1960.

Rollback

Remove the GoTo Flow reference from the main flow and republish 6014.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

In Webex Connect, save and publish the updated Task Close workflow 58.

Verify

Verify that the Webex Connect workflow status changes to published and active 58.

Rollback

Revert the Webex Connect flow to the prior version without the Surveys node and publish 58.

Step 9 Test interaction completion and survey delivery

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.

Place a test voice call into the entry point and have an agent accept it 61. To trigger the survey, have the agent disconnect the interaction while the caller remains connected on the line 12. Complete the survey questions by entering DTMF digits on the phone keypad 22.

Verify

Confirm that the survey audio plays and the Disconnect Contact activity terminates the call upon completion 20. Suggested check: Repeat testing using an invalid keypress and timeout silence. If the survey fails to play, check that Global_FeedbackSurveyOptin evaluated to true 43. If the survey was recently edited, note that updates take up to 24 hours to reach the active flow 33.

Rollback

Suggested rollback: No interaction test state to revert.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

Place a test call and have the agent disconnect first while the caller stays connected 14. Test three caller response scenarios: enter a valid score 1-5, enter an invalid digit, and provide no DTMF input 16.

Verify

Confirm that valid entries disconnect after prompt completion, and that unanswered calls disconnect after 2 retry attempts 16.

Rollback

Suggested rollback: No interaction test state to revert.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

Initiate a test interaction on the configured digital channel, accept it as an agent, and end the conversation to fire the Task Close event 626353. Open the survey link delivered to the client endpoint 52.

Verify

Verify that the link loads the digital survey questions in the browser and expires after its configured usage count (default 1 use) 52.

Rollback

Suggested rollback: No interaction test state to revert.

Step 10 Review survey data in Analyzer

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

In Analyzer, open the Inline IVR Post Call Survey Statistics Report and the Post Call Survey Statistics Report 37. To view question-level answers, navigate to Visualization > Historical Reports > Post Interaction Surveys > Survey Response Report 46.

Verify

Verify that completed test calls appear in the reports, noting that the Survey Response Report displays question text in English regardless of the survey language used 45.

Rollback

Suggested rollback: No reporting changes to revert.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

In Analyzer, create a Customer Session Record visualization and add Global_FeedbackSurveyResponse, which is exposed as a profile variable 29.

Verify

Verify that the visualization shows the numeric DTMF responses captured during testing 29.

Rollback

Suggested rollback: No reporting changes to revert.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

In Analyzer, open Visualization > Historical Reports > Post Interaction Surveys > Survey Response Report, which requires the full contact center administrator role 46.

Verify

Suggested check: Verify whether digital survey submissions appear in the report table.

Rollback

Suggested rollback: No reporting changes to revert.

Step 11 Manage data retention and AI integration

IVR survey built in Control Hub Surveys and played by the Feedback V2 activity

Do

Schedule any IVR survey updates at least 24 hours in advance of when changes must take effect 33. Export survey data regularly if records must be retained beyond 400 days, after which Webex Contact Center deletes survey data 47. If enabling Auto CSAT, select Experience Management as the survey source 2.

Verify

Confirm that Auto CSAT prediction requires at least 250 interactions with CSAT survey responses and supports voice interactions only 3.

Rollback

Delete the survey under Contact Center > Customer Experience > Surveys and remove the Feedback V2 activity from your flow 4912.

IVR survey built by hand in Flow Designer using a template and a global variable

Do

Update prompts and retry thresholds by modifying and republishing the survey flow 19. If using Auto CSAT, configure Global Variable as the survey source using a 3-point or 5-point CSAT scale 2.

Verify

Confirm that Auto CSAT starts predicting scores only after accumulating at least 250 voice interactions with CSAT survey responses 3.

Rollback

Disconnect the GoTo Flow activity from the Event Flows canvas; the global variable cannot be deleted and must be deactivated if no longer referenced 1428.

Digital survey built in Control Hub Surveys and sent as a link from Webex Connect

Do

Export digital survey response data before the 400-day retention limit expires 47. Do not configure Auto CSAT for digital interactions, as Auto CSAT supports voice only 3.

Verify

Suggested check: Verify that scheduled data export procedures are in place for survey responses.

Rollback

Delete the survey under Contact Center > Customer Experience > Surveys and remove the Surveys node from Webex Connect 4953.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Connect, and Cisco Webex Contact Center Agent Desktop. Deployments: multi-tenant. Sources checked 2026-09-30. Surveys created in Control Hub require Contact Center Flex 3.0 or Flex provisioning, with voice surveys requiring the Next Generation voice platform and digital surveys requiring configured digital channels 347. Auto CSAT requires post-call surveys via Experience Management or a custom IVR with CSAT on a 3-point or 5-point scale and supports voice only 23. Webex Connect Surveys node versions v1.2 through v1.5 are supported, while node version v1.0 is deprecated 51.

What remains uncertain

Whether the sample CSAT template successfully stores the string 'NoResponse' in an INTEGER global variable when a caller times out or inputs invalid digits is not covered by the sources below. Whether digital survey questionnaire submissions populate the Analyzer Survey Response Report is not covered by the sources below.

Sources

1
The AgentDisconnected event fires when the agent disconnects from a live call, including when the last agent disconnects and leaves the customer alone on the line.
Build and manage flows with Flow Designer · Event handlers, AgentDisconnected (section not reached by the fetch; text seen in a search snippet) · Checked 2026-09-30
2
Auto CSAT takes its survey source from either Experience Management survey questions or a global variable that stores survey responses, and its prerequisites include post-call surveys via Experience Management or a custom IVR with CSAT on a 3-point or 5-point scale.
Measure customer satisfaction with Auto CSAT · Prerequisites; survey source selection · Checked 2026-09-30
3
Auto CSAT needs at least 250 interactions with CSAT survey responses before it starts predicting scores, and it currently supports voice interactions only.
Measure customer satisfaction with Auto CSAT · Relationship to surveys; limits · Checked 2026-09-30
4
The PhoneContactEnded event fires when a live call disconnects and all participants are removed, and no IVR activity should be added after it because the flow will not work once the contact has ended.
Build and manage flows with Flow Designer · Event handlers, PhoneContactEnded (section not reached by the fetch; text seen in a search snippet) · Checked 2026-09-30
5
A digital survey is built with a welcome title and message, one or more questions, a thank you title and message, and an Appearance page offering page breaks between questions, a text colour, a brand logo, a background image and Preview survey; images must be PNG or JPEG of at most 5000 x 5000 pixels.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create a digital channel survey, steps 7-14 and supported image formats · Checked 2026-09-30
6
In a digital survey English is the default language and must be completed first; translations are entered manually because auto-translation is not supported, and a selected language with no translation falls back to the English version.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create a digital channel survey, language requirements · Checked 2026-09-30
7
Creating a digital channel survey requires an organization provisioned on Contact Center Flex 3.0 or Flex with digital channels configured for Webex Contact Center.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure surveys for digital channels > Create a digital channel survey > prerequisites · Checked 2026-09-30
8
Digital survey question types are NPS, CES, CSAT, Scale, Smiley, Star, Single answer, Multiple answer, Short text and Long text.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create a digital channel survey, step 9 question types · Checked 2026-09-30
9
Event flows run asynchronously to the main flow, and the moment the system triggers an event flow cannot be predicted.
Build and manage flows with Flow Designer · Event flows, note on asynchronous execution · Checked 2026-09-30
10
The Flow Designer article names the event that precedes Feedback V2 'AgentDisconnected'.disputed
Build and manage flows with Flow Designer · Feedback V2 activity, IVR Post Call Surveys note · Checked 2026-09-30
11
The Experience Management surveys article names the event that precedes Feedback V2 'AgentDisconnect'.disputed
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, placement sentence · Checked 2026-09-30
12
The Feedback V2 activity is configured on the Event Flows canvas in Flow Designer after the AgentDisconnected event.
Build and manage flows with Flow Designer · Feedback V2 activity, IVR Post Call Surveys note · Checked 2026-09-30
13
Flow debugging in Flow Designer is a post-call process that shows the path a call took through the flow, which can be used to confirm whether the survey activities executed.
Build and manage flows with Flow Designer · Debug flows (section not reached by the fetch; text seen in a search snippet) · Checked 2026-09-30
14
The flow template is attached by connecting a GoTo Flow activity to the AgentDisconnected event of the main flow, so the caller hears the survey when the agent disconnects.
Post Call Survey - Auto CSAT template (README) · README, event flow wiring · Checked 2026-09-30
15
Cisco's WebexSamples repository publishes a post-call survey flow template that asks one CSAT question answered with DTMF on a 1-5 scale and stores the answer in a global variable, without using a Control Hub survey.
Post Call Survey - Auto CSAT template (README) · README, purpose · Checked 2026-09-30
16
In the flow template a Menu activity offers options 1-5, a valid press is copied into Global_FeedbackSurveyResponse, an invalid or timed-out entry (3 seconds of inactivity) increments CounterSurvey and re-prompts, and after 2 failed attempts the flow assigns 'NoResponse', plays a closing message and disconnects the contact.
Post Call Survey - Auto CSAT template (README) · README, response handling and flow activities · Checked 2026-09-30
17
The template documentation assigns the text 'NoResponse' to a variable it declares as INTEGER, so what is actually stored for a caller who does not answer is not established by the documentation and has to be observed in a test call.inferred
Post Call Survey - Auto CSAT template (README) · README, variables table versus response handling · Checked 2026-09-30
18
The flow template requires a global variable named Global_FeedbackSurveyResponse of type INTEGER with default value 0 to exist before the flow is used, and uses a flow variable CounterSurvey (INTEGER, default 0) to count failed attempts.
Post Call Survey - Auto CSAT template (README) · README, prerequisites and variables table · Checked 2026-09-30
19
A flow must be validated and its errors fixed before it can be published; with validation on, Publish stays disabled until all errors are resolved.
Build and manage flows with Flow Designer · Flow validation and publishing · Checked 2026-09-30
20
A Disconnect Contact activity must follow the Feedback V2 activity to end the IVR call.
Build and manage flows with Flow Designer · Feedback V2 activity, Disconnect Contact sentence · Checked 2026-09-30
21
Feedback V2 uses the Global_Language variable for the survey language unless the Override Language Settings toggle is enabled and a language is chosen in the activity; Global_Language defaults to en-US.
Build and manage flows with Flow Designer · Feedback V2 activity, Language Settings · Checked 2026-09-30
22
The caller answers a Feedback V2 survey on the phone keypad, and a partial survey response is captured if the caller times out or gives invalid input.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, description paragraph · Checked 2026-09-30
23
Feedback V2 can optionally pass a customer ID, email and phone number and additional key-value variables with the survey response; a variable value may be a string, an integer or a double-curly-brace expression.
Build and manage flows with Flow Designer · Feedback V2 activity, Customer Information and variable passing · Checked 2026-09-30
24
In the Feedback V2 activity's Survey settings, the flow developer picks the voice-based (IVR) survey from a drop-down list populated with the questionnaires configured in Control Hub.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, step 11 Survey settings · Checked 2026-09-30
25
The Feedback V2 activity's Advanced Settings Timeout defaults to 3 seconds.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, step 12 Advanced Settings · Checked 2026-09-30
26
The Feedback V2 activity has an Undefined Error path that should be configured to handle system errors.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, error handling · Checked 2026-09-30
27
A global variable is created in Control Hub under Contact Center > Flows > Global Variables with Create a new global variable; its name may contain only letters, numbers and underscores, is at most 80 characters, and neither the name nor the type can be changed after creation.
Manage global variables · Create a global variable, steps and naming rules · Checked 2026-09-30
28
A global variable cannot be deleted, only deactivated once no flow uses it, and a subflow cannot contain a global variable directly; only a main flow can map one to a subflow's local variable.
Manage global variables · Important notes · Checked 2026-09-30
29
A caller's DTMF choice is made reportable by placing a Set Variable activity directly after the Menu activity that copies the Menu's output into a reportable global variable; the variable then appears as a profile variable in a Customer Session Record visualization in Analyzer.
Configure a Reportable Global Variable to Capture the Digits Selected at a Menu Node · Configure, steps 1-3; Verify · Checked 2026-09-30
30
The Make Reportable option makes a global variable available in Analyzer for reporting, and at most 100 global variables can be enabled for reporting at one time.
Manage global variables · Create a global variable, optional settings and limit · Checked 2026-09-30
31
Global variable values are visible to users with access to historical records in Control Hub, and Cisco says never to store sensitive data such as card numbers, social security numbers or PINs in them.
Manage global variables · Important notes · Checked 2026-09-30
32
IVR survey audio prompts must be uploaded as .wav files; no other audio format is listed as supported.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure surveys for IVR > Create an IVR survey > supported audio format note · Checked 2026-09-30
33
Edits to an IVR survey are picked up by the flow only once every 24 hours.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Edit a survey, note · Checked 2026-09-30
34
Creating an IVR survey requires an organization provisioned on Contact Center Flex 3.0 or Flex with access to the Next Generation voice platform.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure surveys for IVR > Create an IVR survey > prerequisites · Checked 2026-09-30
35
IVR survey question types are NPS on a 0-9 scale, CSAT on a 1-5 scale, CES on a 1-5 or 1-7 scale, and Other with custom minimum and maximum inputs; each question needs an audio prompt and a question text that is used for reporting.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey step 7, question types · Checked 2026-09-30
36
The two post-call survey statistics reports are stock historical reports in Analyzer, listed under Stock Reports > Historical Reports > Multimedia Reports > Self Service Reports.
Cisco Webex Contact Center Analyzer User Guide · Self Service Reports > Inline IVR Post Call Survey Statistics Report, Report Path (section not reached by the fetch) · Checked 2026-09-30
37
IVR survey results from Feedback V2 are reported in Analyzer in the Inline IVR Post Call Survey Statistics Report and the Post Call Survey Statistics Report.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, reporting paragraph · Checked 2026-09-30
38
An IVR survey is defined by a survey name, a language, a welcome note audio file, one or more questions, a thank you note audio file, an invalid input audio file, a timeout audio file, a numeric 'Maximum invalid inputs and timeout allowed' value and an audio file played when the maximum retries are exceeded.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey steps 4-13 · Checked 2026-09-30
39
The connector-based path (Webex Experience Management service account plus the original Feedback activity) is probably not available to a new deployment, because the standalone product it depends on passed its last date of support in 2024 and the current surveys article builds surveys in Control Hub and plays them with Feedback V2 without mentioning a connector.inferred
End-of-Sale and End-of-Life Announcement for the Cisco A-WXM Offer · Milestone table and product migration options, read against the Feedback V2 procedure in cisco-help-nlu4x20-wxcc-xm-surveys · Checked 2026-09-30
40
A Menu activity has Entry Timeout and Unmatched Entry paths and a timeout set in Advanced Settings; retries are limited by routing both paths to a Set Variable that increments a counter and a Condition that ends the loop with Play Message and Disconnect Contact once the counter reaches the limit.
Configure Counter in Menu Block for Webex Contact Center Flows · Configure, Menu, Set Variable and Condition steps · Checked 2026-09-30
41
Global_FeedbackSurveyOptin is added to a flow from the Global Properties pane: expand Predefined Variables, click Add Global Variables, check Global_FeedbackSurveyOptin and click Add.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, steps 6-8 · Checked 2026-09-30
42
A caller-choice survey offer can be built by asking the caller with a Menu activity in the main flow before queueing and using Set Variable activities to set Global_FeedbackSurveyOptin to true on acceptance and false on refusal, timeout or unmatched entry; an every-call offer sets it to true unconditionally.inferred
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, requirement that Global_FeedbackSurveyOptin is true and that it indicates caller opt-in · Checked 2026-09-30
43
For the Feedback V2 activity to play an IVR survey, the flow must set the Global_FeedbackSurveyOptin variable to true.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity, introductory requirements · Checked 2026-09-30
44
Global_FeedbackSurveyOptin is a system-defined global variable of type String with no initial value that indicates whether the customer opts in to or out of a post-call survey; system-defined variables cannot be created or deactivated.
Manage global variables · System-defined variables, Global_FeedbackSurveyOptin · Checked 2026-09-30
45
The Survey Response Report shows the survey question in English regardless of any other language configured for the survey.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · View baseline survey reports, language note · Checked 2026-09-30
46
The Survey Response Report is opened in Analyzer from Visualization > Historical Reports > Post Interaction Surveys > Survey Response Report, and the article states a Full Contact Center Admin role is required.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · View baseline survey reports · Checked 2026-09-30
47
Webex Contact Center retains survey data for 400 days and then deletes it.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Overview, data retention sentence · Checked 2026-09-30
48
Surveys are created in Control Hub under Contact Center > Customer Experience > Surveys by clicking Create new survey and choosing IVR surveys or Digital surveys.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey steps 1-3; Create a digital channel survey steps 1-3 · Checked 2026-09-30
49
A survey is edited by clicking it in Contact Center > Customer Experience > Surveys, changing it and clicking Next then Save, and is deleted with the delete icon beside it followed by confirming Yes.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Edit a survey; Delete a survey · Checked 2026-09-30
50
In Webex Connect the Surveys node is available by default to every tenant linked to Webex Contact Center, and it offers a prepopulated list of the questionnaires marked as digital surveys in Control Hub.
Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure digital channel surveys in Webex Connect · Checked 2026-09-30
51
The Surveys node takes a Valid After time, either Valid Till or Valid For (not both) and a Preferred Language; supported node versions are v1.2 to v1.5, v1.0 is deprecated, and the node must be re-authorized when moving to the latest version.
Surveys · Input variables table; supported versions; node authorization · Checked 2026-09-30
52
The Surveys node's method creates a survey token for a questionnaire chosen with Fetch All Questionnaires and returns output variables including surveyURL, id, validAfter, validTill, preferredLanguage and validUses, where validUses defaults to 1.
Surveys · Method: Create a New Survey Token for a Questionnaire; output variables · Checked 2026-09-30
53
The Surveys node is configured in the WxCC Task Close event flow in Webex Connect so that the survey URL is sent to the customer after the interaction ends.
Surveys · Surveys node overview, placement sentence · Checked 2026-09-30
54
A help article last updated 2024-09-08 describes a Webex Experience Management connector, set up under Tenant Settings > Integrations > Connectors with the username and API key of a Webex Experience Management service account and limited to one per organization, as the prerequisite for the original Feedback activity.
Set up the Webex Experience Management connector · Prerequisites; configuration steps; limitation; next steps · Checked 2026-09-30
55
Cisco's end-of-life bulletin EOL14808 for the standalone Webex Experience Management (A-WXM) offer gives an end-of-sale date of 2022-11-14 and a last date of support of 2024-11-30.
End-of-Sale and End-of-Life Announcement for the Cisco A-WXM Offer · Milestone table: End-of-Sale Date; Last Date of Support · Checked 2026-09-30
56
The same bulletin says that for integrated customers post-interaction surveys for contact center voice and digital channels, with analytics dashboards to view results, would be built directly into Webex Contact Center beginning January 2023, and that standalone and CloudCherry customers have no direct replacement.
End-of-Sale and End-of-Life Announcement for the Cisco A-WXM Offer · Product migration options · Checked 2026-09-30
57
The next generation media platform is the default for all new Webex Contact Center trials and subscriptions during activation.
Set up voice channels for Webex Contact Center · voice platform statement near the top of the article · Checked 2026-09-30
58
Digital channels for Webex Contact Center (Facebook Messenger, live chat, email, SMS, Apple Messages for Business, WhatsApp) are configured through Webex Connect, and their flows are built in Webex Connect rather than in Flow Designer.
Set up digital channels in Webex Contact Center · overview and setup steps (final step 'Create flows in Webex Connect') · Checked 2026-09-30
59
After a trial or subscription order, an administrator configures the contact center tenant with the Services setup wizard in Control Hub (admin.webex.com). The wizard appears on every Control Hub visit until setup completes successfully.
Get started with Webex Contact Center · Services setup wizard section · Checked 2026-09-30
60
Flow Designer has no version control feature. The flow version number counts how many times the flow has been published, and version labels can be applied.
Build and manage flows with Flow Designer · flow versioning section · Checked 2026-09-30
61
An agent signed in with an extension or dial number answers the call on the phone itself, and Agent Desktop then starts the call timer and shows the interaction control pane.
Manage your calls in Agent Desktop · Manage your calls in Agent Desktop; Answer a call · Checked 2026-09-23
62
A Livechat request arrives as a contact request popover, and after the agent clicks Accept the chat opens in the compose box with an interaction pane.
Manage Livechat conversations · Manage Livechat conversations; accept a chat · Checked 2026-09-23
63
To end a chat, the agent clicks End, selects a wrap-up reason from the drop-down list and clicks Submit Wrap Up.
Manage Livechat conversations · Manage Livechat conversations; end a chat · Checked 2026-09-23

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up post-call surveys in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-post-call-survey-setup

BibTeX

@misc{warmtransfer-wxcc-post-call-survey-setup,
  title  = {Setting up post-call surveys in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-post-call-survey-setup},
  note   = {Verified 2026-09-30}
}