CSAT (Voice)

Overview

Voice CSAT allows you to automatically route callers into a post-call survey after an agent ends a voice interaction. Rather than being disconnected when the agent hangs up, opted-in callers are transferred directly into a Logic+ survey flow where they can complete a short satisfaction survey. The agent proceeds to wrap-up normally, the caller experience after the call is entirely separate.

• Voice interactions only.

  • Voice CSAT applies to phone calls and does not extend to chat or other digital interaction types.

• Routing only.

  • Voice CSAT handles routing the caller into the survey flow. The survey questions, scoring, and data storage are built and managed within the Logic+ survey flow itself.

• Agent-initiated only.

  • The survey triggers when the agent ends the call. Calls abandoned by the caller while waiting in queue never reach the survey.

• Configured per queue.

  • Voice CSAT is enabled and configured on a queue-by-queue basis.

Prerequisites

Before configuring Voice CSAT, confirm the following are in place:

• A Logic+ survey flow was built and published.

  • This is the flow the caller is sent to after the agent hangs up. You will need its Flow ID when configuring the queue. The flow must be published; a flow that has been saved but not published has no executable version, and callers routed to it will hear "Call cannot be completed as dialed."

• The queue(s) you want to enable Voice CSAT on.

  • Voice CSAT is configured at the queue level. You will need access to the queue's configuration page in Sharpen.

How Callers Are Opted In

A caller can be selected for a post-call survey through any of three methods. You can use any combination of these, and most customers start with percentage sampling.

• Front-of-Flow Caller Opt-In (Logic+)

  • A Logic+ inbound flow can ask callers whether they want to take a survey before they reach the queue. Their response is recorded and governs whether they receive the survey. A caller who explicitly opted in will receive the survey; a caller who declined will not, and their decline is respected regardless of the queue's sampling percentage or the agent's toggle.

• Percentage Sampling (per queue)

  • When an agent answers a call, the system evaluates the queue's configured sampling percentage and automatically opts the call in if it falls within the sample. Use this to survey a set percentage of calls on a given queue.

• Agent Manual Toggle

  • When enabled for a queue, agents see a CSAT button in their call controls and can manually opt a call in themselves. This is a one-way action — agents can turn it on for a call, but not off.

Configuration

Step 1 — Build and Publish the Survey Flow in Logic+

Build your CSAT survey as a Logic+ flow and note its Flow ID. When you are ready, publish the flow. Saving alone is not sufficient — an unpublished flow cannot be executed, and callers routed to it will hear an error message. The flow picker in the queue configuration will still display unpublished flows, so this is worth confirming before going live.

Step 2 — Configure the Queue

Navigate to the queue's configuration page and locate the Voice CSAT section. Configure the following fields, then click Save.

Step 3 — (Optional) Add a Front-of-Flow Caller Opt-In

If you want to ask callers whether they would like a survey before they reach the queue, add the opt-in step to your inbound Logic+ flow.

1. In the flow, present the caller with a choice (for example: "Press 1 to take a short survey after your call").

2. Use a Set Variables panel to set a variable named exactly: csatOptIn

3. On the opt-in branch (caller said yes), set csatOptIn = 1.

4. On the decline or no-response branch (caller said no or timed out), set csatOptIn = 0.

5. Transfer the caller to the queue as normal.

Important: The variable name is case-sensitive and must be entered exactly as csatOptIn (lowercase "csat"). Variations such as CSATOptIn or CsatOptIn will not be recognized, and the caller will be treated as if they were never asked, meaning they may still be percentage-sampled.

Set the variable on both branches. If the decline branch sets nothing, callers who declined will be treated as never-asked and may still receive a survey through percentage sampling.

How the Opt-In Paths Interact

When a caller has been explicitly asked via a front-of-flow step, their answer is authoritative and takes precedence over percentage sampling and the agent toggle.

If callers are asked up front, their answer is final for that call. The percentage sampling rate only applies to callers who were not asked via a front-of-flow step.

Agent Experience

When Allow agents to enable CSAT on a call is enabled, or when a call has already been opted in, agents will see a CSAT button in their call controls.

Note: Even on queues where the agent toggle is turned off, agents will still see the locked green indicator if a call is opted in through another method, so they are always aware when a caller will be surveyed.

Caller Experience

During the call, the caller experience is unchanged. When the agent ends the call, an opted-in caller is kept connected and routed directly into the CSAT survey flow — they do not hear the normal disconnect. Once the survey is complete or times out, the caller is released. Callers who are not opted in are disconnected normally.

Troubleshooting

Notes and Limitations

• Voice CSAT applies to voice (phone) interactions only. Digital and chat interactions are not included.

• Configuration is per queue. Each queue has its own survey flow selection and sampling settings.

• The percentage sampling rate applies only to callers who were not asked via a front-of-flow opt-in step.

• Survey content, scoring, and reporting are managed within the Logic+ survey flow, not in the queue configuration.

Related Articles

• Logic+ Overview

• Sharpen Q: Internal Controls