Call Survey Portal - User Guide

The Call Survey Portal lets you create post-call surveys for Amazon Connect, connect them to your disconnect flow, and review the results in a central web interface.

The tool is designed for after-call surveys, where the caller hears a short survey after the main interaction has ended. Survey responses are stored in DynamoDB and displayed in the portal with queue, agent, score, and contact information.

The Call Survey Portal uses the same central sign-in as the rest of the GN Connect Tools Portal. There is no separate login page inside the tool.

• 1
  Open https://aws-connect-tools.gn.com/ and sign in with your GN account.
• 2
  Open the Call Survey Portal tile from the portal homepage.
• 3
  If you can only see results and not setup, your account is working as a results-only user.
• 4
  If you should have setup access, ask a Connect Tools administrator to add you to the correct admin group.

Admin users can create a survey from the Survey Setup tab. Each survey gets a unique survey ID, which is the value your Amazon Connect disconnect flow uses to load the correct configuration.

• 1
  Open the Survey Setup tab and click Create Survey.
• 2
  Enter a clear survey name that identifies its use case or queue.
• 3
  Set the Min Score and Max Score. The default range is 0 to 9.
• 4
  Enter the Intro Prompt and Outro Prompt text that Amazon Connect should read to the caller.
• 5
  Add the survey questions in the order they should be asked.
• 6
  Add one or more Linked Queues so reporting users only see surveys relevant to their queue access.
• 7
  Save the survey and copy the generated Survey ID for use in your Connect flow.

The survey is intended to run from a disconnect flow. The main customer flow sets the survey-related attributes, and the disconnect flow reads the configuration, asks the questions, and writes the results.

• 1
  In the main customer flow, set the survey attributes before routing the caller into the survey disconnect logic.
• 2
  Set surveyId to the ID copied from the portal.
• 3
  Set QueueName to the queue name you want stored in the results.
• 4
  Set the disconnect-flow event hook so the survey flow runs after the customer disconnects.
• 5
  In an agent whisper flow or post-answer flow, set AgentName from the connected agent context.
• 6
  In the disconnect flow, use the survey Lambda blocks to load config, step through questions, validate input, and write the results.

The Survey Results tab lets you load responses for a specific survey and filter them by date range. The portal shows the stored queue name, agent name, original inbound contact ID, question scores, and average score.

• 1
  Select a survey from the dropdown list.
• 2
  Optional: set a start and end date to narrow the result set.
• 3
  Click Load Results to refresh the table and summary cards.
• 4
  Use Table View for row-level details and Chart View for score distribution visuals.

Once results are loaded, you can export the filtered dataset to CSV for further analysis or sharing.

• 1
  Load the survey results you want to review.
• 2
  Click Export CSV to download the current filtered rows.
• 3
  Use the export for reporting, auditing, or offline analysis in Excel or similar tools.

If results do not look right, the issue is usually in the contact attributes being set before the disconnect flow runs.

• 1
  Blank Agent Name: move the AgentName attribute assignment to an agent whisper or post-answer flow.
• 2
  Wrong Contact ID: check that the portal is using Inbound Contact ID and not the disconnect flow leg ID.
• 3
  Missing survey responses: confirm the disconnect flow is using the correct survey ID and writing attributes like survey_result_1, survey_result_2, and so on.
• 4
  No access to results: verify the user is in the Call-Survey group and has matching queue access configured in User Management.