Did you get what you came in for?
F
Branch Experience Survey
Evaluator agent · 1.1K uses
Evaluator Agent
Call Center Experience Feedback
A call that ended quickly and a problem that got solved are not the same outcome. A call that ends quickly and a problem that is solved are different outcomes, and most contact center reporting cannot tell them apart. This conversation asks the customer what they called about, how many people they had to explain it to, and whether it is actually fixed.
First contact resolution lifted
Repeat calls reduced
Disposition codes validated
Used 2,216+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
What they were calling aboutHow long they waitedHow many people they spoke toWhether they had to repeat themselvesWhether the issue is genuinely resolvedWhat they have had to do since
Questions it always asks
The core fields every response captures.
Always ask whether the problem is actually resolved, not whether the call ended well
Ask how many people they had to speak to
How it adapts
Follow-ups that change based on what people say.
If they were transferred, ask how many times and whether they repeated their details
If the issue is unresolved, ask what they have had to do since
Where it routes people
Different paths for different answers.
Route unresolved issues straight back to a named owner
Escalate issue types with low real resolution rates to operations
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #contact-center in Slack when real resolution diverges from disposition codes
Reopen the Zendesk ticket when the customer says it is not resolved
Update the customer record in Salesforce with the true resolution status
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation asks what they were calling about and walks the call: how long they waited, how many people they spoke to, whether they had to repeat themselves, and whether the issue was genuinely resolved or merely closed. Where it was not resolved it asks what they had to do next, which surfaces the repeat contact cost that handle-time reporting hides.
Getting started
- 1
Trigger shortly after the call is closed in your contact center platform
- 2
Capture the call reason so resolution can be measured by issue type
- 3
Define resolution from the customer's point of view, not the agent's disposition code
- 4
Route unresolved issues back into the queue rather than letting them recycle
Template Details
- Agent Type
- Evaluator
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Zendesk, Slack, Salesforce
- Times Used
- 2,216+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Handle time rewards ending calls rather than solving problems, and every contact center knows it. Measuring the customer outcome is the only counterweight, and most centers do not.
- Agent disposition codes record what the agent believed happened, which diverges from the customer's experience often enough to make first contact resolution figures unreliable.
- Post-call surveys typically measure agent friendliness, which is consistently high and tells you nothing about whether the customer had to call again.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation asks whether the problem is actually resolved now, days later, which is a materially different and more honest question than whether the call went well.
- It captures transfers and repetition, which are among the strongest drivers of dissatisfaction and are invisible in agent-level metrics.
- Asking what they have had to do since surfaces the repeat contact cost that handle-time reporting systematically hides.
What is call center experience research?
It is post-contact feedback focused on whether the customer's problem was solved, measured from the customer's perspective and after enough time has passed to know. It is deliberately different from a post-call satisfaction prompt, which measures the interaction rather than the outcome.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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