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How to · Genesys Cloud CX
How to stop a Genesys Cloud survey on some calls.
Set a participant data flag from the agent script and check it at the top of the survey flow, or use a Clear Post-Flow action in Architect. A script button that blind transfers to the survey also works. Then the agent decides who gets surveyed, and that biases the scores.
With CX Index.
CX Index surveys every eligible interaction by rule, with frequency caps and suppression, so nobody chooses which customers are asked.
In Genesys Cloud
The native way, step by step.
Step 1
Add a button to the agent script that sets a participant data attribute when a survey is not appropriate.
Step 2
At the top of the survey flow, check the attribute and end the flow if it is set.
Step 3
Use Clear Post-Flow in Architect before error paths and any Disconnect action, so those callers are never surveyed.
Step 4
Report the share of calls offered a survey, by agent.
Worth knowing
Before you build it.
Selection bias
If one agent sends far fewer customers to the survey than the rest, their scores are being chosen.
Keep it simple
A single flag checked in one place is easier to maintain than changes across many flows.
Frequency
Decide how often the same customer can be asked, and check it in the survey flow.
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 Check the current Genesys documentation before you build, and tell us if anything here is out of date.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 agents opt a caller out of a Genesys Cloud survey?
Yes. The usual way is a script button that sets participant data, which the survey flow checks before it starts.
Should agents choose who gets surveyed?
Rarely. When agents choose, scores drift towards happy customers. Survey by rule and track the offer rate by agent.