Troubleshooting Webex Contact Center post-call surveys that never play

See also

Sources

1. 1
   Cisco announced end-of-sale for the standalone A-WXM (Webex Experience Management) offer on October 14, 2022, with the last day to order on November 14, 2022.

   End-of-Sale and End-of-Life Announcement for the Cisco A-WXM Offer · Milestones table: End-of-Life Announcement Date; End-of-Sale Date · Checked 2026-10-02
2. 2
   The last date of support for the standalone A-WXM offer was November 30, 2024.

   End-of-Sale and End-of-Life Announcement for the Cisco A-WXM Offer · Milestones table: Last Date of Support · Checked 2026-10-02
3. 3
   At A-WXM end-of-sale, Cisco said it would build limited functionality into Webex Contact Center from January 2023, including post-interaction surveys for voice and digital channels and analytics dashboards for the results.

   End-of-Sale and End-of-Life Announcement for the Cisco A-WXM Offer · Migration / product migration options paragraph · Checked 2026-10-02
4. 4
   The Queue To Agent activity triggers the AgentDisconnected event when the agent disconnects from a live call.

   Build and manage flows with Flow Designer · Queue To Agent activity > events triggered · Checked 2026-10-02
5. 5
   Auto CSAT needs at least 250 interactions with survey responses before it begins predicting scores.

   Measure customer satisfaction with Auto CSAT · Prerequisites · Checked 2026-10-02
6. 6
   Webex Contact Center Auto CSAT requires existing CSAT surveys, either Experience Management or custom IVR surveys, on a 3-point or 5-point scale.

   Measure customer satisfaction with Auto CSAT · Prerequisites · Checked 2026-10-02
7. 7
   Auto CSAT requires the AI Assistant or AI QM add-on SKU (A-FLEX-AI-ASST) and call recording enabled.

   Measure customer satisfaction with Auto CSAT · Prerequisites · Checked 2026-10-02
8. 8
   Auto CSAT currently supports only voice interactions.

   Measure customer satisfaction with Auto CSAT · Supported channels · Checked 2026-10-02
9. 9
   Webex Contact Center surveys are created in Control Hub under Contact Center > Customer Experience > Surveys, where the administrator chooses IVR surveys or Digital surveys.

   Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey, steps 1-2 · Checked 2026-10-02
10. 10
    Webex Contact Center digital surveys are shown at the end of digital interactions on Facebook Messenger, LiveChat, Email, SMS, Apple Messages for Business and WhatsApp.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create a digital channel survey · Checked 2026-10-02
11. 11
    Digital surveys run through Webex Connect, which, once integrated with Experience Management, fetches the questionnaires marked as digital surveys from Survey Builder in Control Hub.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure digital channel surveys in Webex Connect · Checked 2026-10-02
12. 12
    Disconnect Contact is a terminating Flow Designer activity that disconnects an active leg of a call and has no output variables.

    Build and manage flows with Flow Designer · Disconnect Contact · Checked 2026-10-02
13. 13
    Edits to a Webex Contact Center IVR survey reach flows once every 24 hours, so callers may not hear a change for up to 24 hours.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Edit a Survey · Checked 2026-10-02
14. 14
    Each event flow in the Event Flows canvas must have its own start and end and cannot share activities with another event flow.

    Build and manage flows with Flow Designer · Canvas, main flow, and event flows > Event flows · Checked 2026-10-02
15. 15
    Flow Designer event flows run asynchronously to the main flow, and when the system will trigger an event flow cannot be predicted.

    Build and manage flows with Flow Designer · Canvas, main flow, and event flows > Event flows · Checked 2026-10-02
16. 16
    The Feedback V2 activity is valid only after the AgentDisconnect event in the Event Flows canvas of Flow Designer.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity · Checked 2026-10-02
17. 17
    The Feedback V2 Variable Passing section sends extra flow variables to Webex Experience Management as custom prefills, alongside the survey responses.

    Build and manage flows with Flow Designer · Feedback V2 > Variable Passing · Checked 2026-10-02
18. 18
    The Feedback V2 Customer Information fields (Customer ID, Email and Phone Number) are optional.

    Build and manage flows with Flow Designer · Feedback V2 > Customer Information · Checked 2026-10-02
19. 19
    The Feedback V2 Survey drop-down lists the voice-based (IVR) questionnaires configured in Webex Experience Management in Control Hub.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity > Survey settings · Checked 2026-10-02
20. 20
    If the Feedback V2 Override Language Settings toggle is off, the Global_Language variable sets the survey language.

    Build and manage flows with Flow Designer · Feedback V2 > Language Settings · Checked 2026-10-02
21. 21
    A Disconnect Contact activity must follow the Feedback V2 activity to end the IVR call.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity · Checked 2026-10-02
22. 22
    The Feedback V2 activity Timeout setting, the maximum wait for a customer response, defaults to 3 seconds.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity > Advanced Settings · Checked 2026-10-02
23. 23
    The Feedback V2 activity can be given an Undefined Error path to handle system errors during flow execution.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity · Checked 2026-10-02
24. 24
    Webex Contact Center IVR surveys require the organization to be provisioned on Contact Center Flex 3.0 or Flex.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure surveys for IVR > Prerequisites · Checked 2026-10-02
25. 25
    Lab material sets Global_FeedbackSurveyOptin to TRUE in the main flow from a caller menu choice or prompt before the agent leg, with the Feedback activity wired to the AgentDisconnected event.field report

    Lab 7: Webex Experience Management · Lab 7: Webex Experience Management, main-flow opt-in step · Checked 2026-10-02
26. 26
    The system-defined Global_Language variable defaults to en-US.

    Manage global variables · System-defined variables table, Global_Language row · Checked 2026-10-02
27. 27
    With Feedback V2, the agent ending the call is what starts the survey, so the agent does not need to transfer the caller to a survey before hanging up.inferred

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity (valid only after AgentDisconnect event) · Checked 2026-10-02
28. 28
    If the caller hangs up before the agent, a Feedback V2 survey on the AgentDisconnected branch has no live caller to play to, so the caller never hears it.inferred

    Build and manage flows with Flow Designer · Queue To Agent activity > events triggered (AgentDisconnected: agent disconnects from a live call) · Checked 2026-10-02
29. 29
    A missing survey on chat, email, SMS, WhatsApp or similar channels is a Webex Connect integration question, not a Feedback V2 voice-flow question.inferred

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure digital channel surveys in Webex Connect; Configure Feedback V2 activity · Checked 2026-10-02
30. 30
    When a caller hears an old survey prompt or question shortly after an edit, the documented 24-hour survey propagation is a more likely cause than a flow fault.inferred

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Edit a Survey · Checked 2026-10-02
31. 31
    Feedback V2 lives in the event flows of the same flow that queued the call, so a survey built in a flow the entry point does not run, or never published, will not play.inferred

    Build and manage flows with Flow Designer · Queue To Agent activity > events triggered in the Event Flows tab in the Main Flow; Footer pane (publish) · Checked 2026-10-02
32. 32
    A flow that never sets Global_FeedbackSurveyOptin leaves it at its uninitialized default, which does not meet the documented requirement that it be true, so the survey should not be expected to play.inferred

    Manage global variables · System-defined variables table, Global_FeedbackSurveyOptin row (default uninitialized) · Checked 2026-10-02
33. 33
    The Feedback V2 documentation points to two Analyzer reports for IVR survey results: 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 (reports note) · Checked 2026-10-02
34. 34
    In a Webex Contact Center IVR survey the CES question type offers either a 1-5 or a 1-7 scale.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey > question type options (CES) · Checked 2026-10-02
35. 35
    In a Webex Contact Center IVR survey the CSAT question type populates a 1-5 scale.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey > question type options (CSAT) · Checked 2026-10-02
36. 36
    In a Webex Contact Center IVR survey the NPS question type populates a 0-9 scale.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey > question type options (NPS) · Checked 2026-10-02
37. 37
    In a Webex Contact Center IVR survey the Other question type lets the administrator set custom minimum and maximum valid inputs.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey > question type options (Other) · Checked 2026-10-02
38. 38
    A Webex Contact Center IVR survey has a setting for the maximum number of invalid inputs and timeouts allowed.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey, step 11 · Checked 2026-10-02
39. 39
    Webex Contact Center IVR surveys require access to the Next Generation voice platform to be enabled for the tenant.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure surveys for IVR > Prerequisites · Checked 2026-10-02
40. 40
    Global_FeedbackSurveyOptin must be set to true in Flow Designer for the caller to take part in a Feedback V2 IVR survey.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity · Checked 2026-10-02
41. 41
    Global_FeedbackSurveyOptin is a system-defined String variable that records whether the customer opts in to or out of a post-call survey, and its default value is uninitialized.

    Manage global variables · System-defined variables table, Global_FeedbackSurveyOptin row · Checked 2026-10-02
42. 42
    When a caller stops answering an IVR survey by timing out or entering invalid input, Webex Contact Center captures the partial survey responses.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure Feedback V2 activity · Checked 2026-10-02
43. 43
    The Analyzer Stock Reports article lists the Inline IVR Post Call Survey Statistics and Post Call Survey Statistics reports under Stock Reports > Historical Reports > Multimedia Reports.disputed

    Webex Contact Center Analyzer Stock Reports · Inline IVR Post Call Survey Statistics Report; Post Call Survey Statistics Report (report path rows) · Checked 2026-10-02
44. 44
    The Analyzer User Guide places the Inline IVR Post Call Survey Statistics Report under Stock Reports > Historical Reports > Self Service Reports.disputed

    Cisco Webex Contact Center Analyzer User Guide · Post interaction surveys (stock report listing) · Checked 2026-10-02
45. 45
    A Flow Designer flow must pass validation before it can be published; with the validation toggle off, the Publish button stays disabled.

    Build and manage flows with Flow Designer · Footer pane · Checked 2026-10-02
46. 46
    The Survey Response Report shows survey questions in English by default, whatever other language the survey is configured in.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · View baseline survey reports · Checked 2026-10-02
47. 47
    A Webex Contact Center IVR survey uses audio for a welcome note, each question, a thank-you note, an invalid-input notification and a timeout notification.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey > audio file steps · Checked 2026-10-02
48. 48
    Webex Contact Center keeps survey data for 400 days and then deletes it.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Configure surveys for IVR (retention note) · Checked 2026-10-02
49. 49
    Analyzer's Survey Response Report shows IVR and digital survey results and is located at Visualization > Historical Reports > Post Interaction Surveys > Survey Response Report.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · View baseline survey reports · Checked 2026-10-02
50. 50
    Webex Contact Center system-defined global variables cannot be created or deactivated by administrators, only edited.

    Manage global variables · System-defined variables · Checked 2026-10-02
51. 51
    The Webex Contact Center Survey Builder accepts only .wav files for IVR survey audio prompts.

    Experience Management - Configure surveys for IVR and Digital Channels for Webex Contact Center · Create an IVR survey > audio file steps · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Webex Contact Center post-call surveys that never play. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-post-call-survey-troubleshooting

@misc{warmtransfer-wxcc-post-call-survey-troubleshooting,
  title  = {Troubleshooting Webex Contact Center post-call surveys that never play},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-post-call-survey-troubleshooting},
  note   = {Verified 2026-10-02}
}