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How to survey outbound calls in Genesys Cloud.
Set Post-Flow is only available in inbound and in-queue flows, so outbound calls need a workaround. Create a survey queue whose in-queue flow sets the post flow and disconnects. Then give agents a script button that blind transfers the customer to that queue.
With CX Index.
CX Index runs outbound survey campaigns and outbound IVR surveys, alongside surveys on inbound calls.
In Genesys Cloud
The native way, step by step.
Step 1
Create a queue just for surveys.
Step 2
In its in-queue flow, add a Set Post-Flow action for your voice survey, then a Disconnect.
Step 3
Add a button to the agent script that blind transfers the customer to the survey queue.
Step 4
Make that script the default for your outbound queues, and track how many calls each agent sends.
Worth knowing
Before you build it.
The agent decides
The survey only happens if the agent clicks. Expect some to forget, and some to choose.
Workflow triggers
A workflow trigger is likely to fire after the customer has gone, so it is a poor way to start a voice survey.
Native support
There is an idea on the Genesys Ideas portal for native outbound surveys. Vote for it.
Sources
Where the steps come from.
Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date.
More Genesys Cloud survey guides
Keep reading
Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026.
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Questions
Frequently asked questions.
Can Genesys Cloud survey outbound calls?
Not with Set Post-Flow alone. The common workaround is a survey queue reached by a blind transfer from the agent script.
Can CX Index run outbound surveys?
Yes. CX Index runs outbound survey campaigns and outbound IVR surveys.