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How to do a random sampling for post-call survey in Freshdesk

Learn how to randomly select caller in IVR for post call survey and use the information to automatically give the caller the right survey after the agent hangs up.


What you’ll need:

  • babelforce trigger
  • babelforce action which will set a flag when a caller has been selected


When agent is talking to a consumer he has no idea that this person has been selected for a survey. After ending the call the consumer will be put into the start of the survey application and that will decide to offer them the survey or not based on the flag that was set in the babelforce action.