How to set up an after-call survey

An after-call survey is the quickest way to find out how a caller felt about the conversation they just had. When the agent hangs up, VICIdial offers the customer a short survey, plays one question, and records which key they press. It runs entirely on the phone, so nobody has to wait for an email that never gets opened. The whole thing is a handful of fields on a single in-group, and you can have it live in a few minutes.

Record two short audio prompts first

Before you touch any settings, get two recordings onto the server. The first is the accept prompt: something like "To take a short survey, press 1." The second is the question itself: "Press 1 if you were satisfied, press 2 if you were not." Keep both under ten seconds. Long prompts get hung up on. Upload them through the audio store so they sit alongside your other branded files.

Turn on the survey for one in-group

Open the in-group you want to survey and scroll to the After Call Survey fields. Set the survey to ENABLED. Then fill in the three fields that make it work:

• After Call Survey Accept Filename — the recording that asks if they want to take the survey.
• After Call Survey Accept Digit — the key the caller presses to opt in, usually 1.
• After Call Question Filename — the recording that asks your actual question.

If the caller does not press the accept digit, nothing else happens and the call ends normally. The survey only kicks in for people who chose to take it, which keeps your data honest. This is set per in-group, so a sales line and a support line can ask different questions, or one can have a survey while the other has none.

Decide what happens after the answer

There is one more field, the After Call End Call Menu. Leave it blank and the call hangs up the moment the customer answers your single question. Point it at a Call menu and you can chain a second or third question, or play a closing thank-you message, the same way a small IVR (interactive voice response) branches on keypresses. A simple one-question survey is usually plenty; only build a multi-question flow if you genuinely act on each answer.

Where the answers live

Every keypress the survey collects is written to the live_inbound_log table, attached to the original call. Pull those rows into a report and you have a running satisfaction score that sits next to your call volume as one more KPI to watch. Pair it with the Disposition an agent set and you can see whether a "sale" really felt like a good experience to the customer. The survey lives inside the same inbound queue path as your welcome message and on-hold prompts, so think of it as the bookend to that journey: a greeting on the way in, a question on the way out.

If you are still wiring up the queue itself, the inbound call handling guide walks through the whole path from carrier to agent, and the survey slots in at the very end. Once it is running you will have feedback flowing in with zero extra agent effort. If you have not picked a VICIdial host yet, you can see our plans and get a branded server running in under a minute.