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How to handle Genesys Cloud surveys after a transfer.
The survey starts when the last agent leaves the call and the customer is still on the line. It uses the post flow that is on the call at that moment. To score the last queue, clear the post flow and set it again in each queue's in-queue flow.
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
Agree with the quality team which queue a transferred call should be scored against.
Step 2
To score the last queue, clear the post flow and set it again in each queue's in-queue flow.
Step 3
To skip external transfers, add a data action at the top of the survey flow that reads the conversation and ends the flow if there is an external participant.
Step 4
Test internal transfers, external transfers and calls with several transfers. Some teams find the survey fires at a transfer.
Worth knowing
Before you build it.
One survey, two questions
Most teams want the first queue for the transfer decision and the last queue for the resolution. One survey cannot answer both cleanly.
Several flows
Clearing and setting the post flow per queue usually means a separate in-queue flow for each one.
The API route
The post flow action API can also clear and set the survey, if you would rather not change every flow.
Sources
Where the steps come from.
- Genesys Cloud Resource Center: Set Post-Flow action
- Genesys Community: Set Post-Flow action call survey
- Genesys Community: Post call surveys on external transfers
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 Check the current Genesys documentation before you build, and tell us if anything here is out of date.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
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Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026.
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Questions
Frequently asked questions.
Which queue gets the survey after a Genesys Cloud transfer?
The survey uses the post flow that is on the call when the last agent leaves. To score the last queue, clear it and set it again in each queue's in-queue flow.
Can I stop surveys after an external transfer in Genesys Cloud?
Yes. Check the conversation for an external participant at the top of the survey flow and end the flow if one is found.