Home / Genesys Cloud survey guides
How to · Genesys Cloud CX
How to set up a post call voice survey in Genesys Cloud.
Genesys Cloud runs post call voice surveys through a voice survey flow, started by a Set Post-Flow action in Architect. The survey begins when the agent disconnects. You need CX 3 or CX 4, CX 2 with WEM Add-on I, or CX 1 with WEM Add-on II.
With CX Index.
With CX Index the survey starts automatically when the agent hangs up, with no transfer. Every answer carries the agent, queue, wrap up code and IVR path.
In Genesys Cloud
The native way, step by step.
Step 1
Build the survey form under Conversation Intelligence, then Quality Management, then Customer Surveys. Publish it.
Step 2
Create a voice survey flow from the form in Architect. Architect builds the question actions for you.
Step 3
Add a Set Post-Flow action to your inbound or in-queue flow, with the target set to Caller, and point it at the survey flow.
Step 4
Add a Clear Post-Flow action before error paths and any Disconnect action in your IVR or in-queue flows.
Step 5
Publish both flows and test with real calls.
Worth knowing
Before you build it.
Licences
Voice surveys come with CX 3 and CX 4. CX 2 needs WEM Add-on I and CX 1 needs WEM Add-on II.
Error paths
If the post flow is set early, callers who time out in the IVR can still be offered the survey. Clear it on those paths.
Retries
Use the no input and no match handling in the Ask Survey Question action, and check the answer before moving on.
Sources
Where the steps come from.
- Genesys Cloud Resource Center: Voice surveys FAQ
- Genesys Cloud Resource Center: Work with voice survey flows
- Genesys Community: After call survey
- Genesys Community: Voice survey challenges
- Genesys Community: Help creating a post flow voice survey
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 Check the current Genesys documentation before you build, and tell us if anything here is out of date.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.
See it with your own data
See it working on your own Genesys estate.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.
Questions
Frequently asked questions.
Do I need a special licence for Genesys Cloud voice surveys?
Voice surveys are included with Genesys Cloud CX 3 and CX 4. CX 2 needs WEM Add-on I and CX 1 needs WEM Add-on II.
When does a Genesys Cloud post call survey start?
When the agent leaves the call and the customer is still on the line. The Set Post-Flow action decides which survey flow the caller moves into.
Can CX Index start a voice survey automatically when the agent hangs up?
Yes. The caller moves into the survey when the agent disconnects, with no transfer and nothing for the agent to do.