Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center

Publisher

Cisco (Webex Help Center)

URL

https://help.webex.com/en-us/article/nlu4x20/Experience-Management---Configure-surveys-for-IVR-and-Digital-Channels-for-WebexContact-Center

Published

2026-08-03

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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. in context
• 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. in context
• 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. in context
• Digital survey question types are NPS, CES, CSAT, Scale, Smiley, Star, Single answer, Multiple answer, Short text and Long text. in context
• The Experience Management surveys article names the event that precedes Feedback V2 'AgentDisconnect'. disputed in context
• 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. in context
• 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. in context
• The Feedback V2 activity's Advanced Settings Timeout defaults to 3 seconds. in context
• The Feedback V2 activity has an Undefined Error path that should be configured to handle system errors. in context
• IVR survey audio prompts must be uploaded as .wav files; no other audio format is listed as supported. in context
• Edits to an IVR survey are picked up by the flow only once every 24 hours. in context
• Creating an IVR survey requires an organization provisioned on Contact Center Flex 3.0 or Flex with access to the Next Generation voice platform. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context
• 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 in context
• For the Feedback V2 activity to play an IVR survey, the flow must set the Global_FeedbackSurveyOptin variable to true. in context
• The Survey Response Report shows the survey question in English regardless of any other language configured for the survey. in context
• 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. in context
• Webex Contact Center retains survey data for 400 days and then deletes it. in context
• Surveys are created in Control Hub under Contact Center > Customer Experience > Surveys by clicking Create new survey and choosing IVR surveys or Digital surveys. in context
• 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. in context
• 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. in context

Cite this source record

APA

WarmTransfer. (2026, August 3). Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nlu4x20-wxcc-xm-surveys

BibTeX

@misc{warmtransfer-cisco-help-nlu4x20-wxcc-xm-surveys,
  title  = {Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nlu4x20-wxcc-xm-surveys},
  note   = {Cisco (Webex Help Center), accessed 2026-09-30}
}