Flowbuilder has multiple uses and one of the ways it can be utilized is via a Post-Call Survey where callers can be transferred to an IVR (Virtual Attendant) to provide their feedback on their call or to rate their experience with an agent. 

By creating a Post-Call Survey, admins will also be able to see what the caller has rated their agent in the Activity logs for each call. 

This can be done by completing the following:

1. Create ratings tags in the Company Settings
2. Create the Post-Call Survey using the Flowbuilder

A typical Post-Call Survey will ask the caller to rate their experience using a 5-star rating system; 1 star being least satisfied with their experience and 5 being very satisfied with their experience. In the example below, the Post-Call Survey will utilize a 5-star rating system but the rating system can be configured in various ways based on your needs. 

==STEP 1==

Create the tags: Click on your name in the top right-hand corner and click Company Settings. This feature is available to all admins or custom role users who have access to Company Settings. 
Click on Tags and add a tag.  For the 5-star rating system, a total of 5 tags will need to be created: 1 Star, 2 Star, 3 Star, 4 Star, and 5 Star. 

===STEP 2===
Create a new Flow by clicking on the Flowbuilder on the blue menu bar and clicking the +Add button. 

Make sure to give it an appropriate Flow name and click the Flow Start + button to select your IVR Widget from the library. 

===STEP 3===
Add a name to the IVR (Virtual Attendant) then record or upload (in wav format) an IVR Menu prompt message that instructs the caller to make an input selection to rate their caller. 
For example: "Thank you for participating in our Survey. Using a 5-star rating system, please rate your experience with us, 1 star being least satisfied with their experience and 5 being very satisfied with their experience.

Then select your Play Times frequency-- this is the number of times your Menu Prompt message will repeat itself before it sends the caller to the Timeout Destination. 

===STEP 4===

Click on the User Input tab in the IVR Widget then add the Input Options and set the Timeout destination for each input option to End Flow. The caller will press the appropriate input option to rate their experience. 

Set the Wait Time for User Input between 4 seconds and 8 seconds to allow the caller enough time to make their selection. The amount of seconds that are set up in this area determines how long the silence pauses will be between every time the Menu Prompt message repeats itself. 

===STEP 5===

Add the rating tags to each Input Option by clicking on the Input Option and adding the appropriate rating tag under the Preferred Tags dropdown menu. For a 5-star rating system, Input Option 1 should have the 1 Star tag under the Preferred Tag, Input Option 2 should have the 2 Star tag under the Preferred Tag, etc. 

Then add in a Confirmation Audio by recording or uploading a file in wav format. This audio will play to confirm or acknowledge their input choice. 
For example: Thank you for your feedback. Have a great day! 

Complete the Flow by clicking the Publish button. Once the Flow has been successfully published, an Extension number will be available in the Flowbuilder list of Flows. Agents will be able to transfer a caller to that Extension to fill out a survey. 

===RATINGS IN ACTIVITY LOGS===

Once a caller completes the Post-Call Survey, their Input Option selection will be visible on the call history via the Activity tab. 

TIPS: An IVR Report found in Analytics can be a useful tool in determining how many calls were transferred to the Post-Call Survey and what type of ratings were submitted by callers.