Source note · CSAT and NPS surveys in contact centers
Where a survey is offered only when the agent asks or transfers (agent-initiated modes in Dynamics 365 and Amazon Connect's documented pattern), agents control who is surveyed, which can bias results toward favourable calls.
inferred · Checked 2026-10-02
- Vendor
- not restricted
- Product
- not restricted
- Subsystem
- Survey methodology
- Deployment
- not restricted
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Status
- inferred
- Checked
- 2026-10-02
Sources
- Configure a post-call survey in the voice channel — Microsoft · tier 2 current vendor documentation · introduction, 'Agent-initiated' consent mode; compare aws-connect-set-disconnect-flow-block Description example
Cite this note
APA
WarmTransfer. (2026, October 2). CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-agent-initiated-selection. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-agent-initiated-selection
BibTeX
@misc{warmtransfer-claim-contact-center-surveys-csat-nps-agent-initiated-selection,
title = {CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-agent-initiated-selection},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-agent-initiated-selection},
note = {Source note contact-center-surveys-csat-nps-agent-initiated-selection, checked 2026-10-02}
}