After Call Survey: post-call IVR feedback

You have probably heard the line yourself: please stay on the line for a short survey. VICIdial can do that for inbound calls without any extra tooling. After Call Survey is an in-group setting that, once the agent is done, offers the caller a quick question and records what they press. It runs as a small IVR (interactive voice response) after the conversation ends, with no extra software bolted on.

How the flow works

When you turn After Call Survey on for an Ingroup, here is what the caller experiences. The Agent handles the call normally. Once that is over, instead of the line simply dropping, the system plays a prompt asking if the caller wants to take a survey. If they press the digit you chose to accept, they hear your question and answer it with a keypress. If they do not, the call just ends.

The agent is not tied up for any of this. By the time the survey runs, they have already released the call and can take the next one. The survey is between the system and the caller.

The fields you set

After Call Survey is the on/off switch, and it ships disabled. Once you enable it, a handful of related fields control the rest:

• After Call Survey Accept Filename is the audio prompt that asks the caller if they want to take the survey.
• After Call Survey Accept Digit is the key they must press to opt in.
• After Call Question Filename is the audio of the actual question they hear once they have accepted.
• After Call End Call Menu decides where the caller goes after they answer. Point it at a Call menu to ask more questions, or leave it blank to hang up after the single question.

Where the answers land

The caller's keypress response is saved into the live_inbound_log table in the database. That means you can pull the answers later and turn them into a satisfaction number per agent, per group, or per day. If you care about service quality as one of your KPI set, this gives you a feedback signal that comes straight from the caller rather than from a supervisor's guess.

Keep the question simple. A single press-one-to-five rating gets far more responses than a long branching tree, and most callers will not sit through more than one prompt. If you do want more depth, that is what the End Call Menu is for. Record the prompts in a clear, friendly voice, and tell the caller up front how short it will be: people are far more willing to press a key when they know it is one quick question and not a five-minute interrogation.

This is one piece of a larger inbound setup. For how the whole call gets received and routed before it ever reaches the survey, see the inbound call handling guide. For a deeper walk-through of building the survey itself, read how to set up an after-call survey.

Want a hosted dialer where post-call surveys are ready to switch on per group? See our plans.