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Call center setup and wanting to get end of call ratings into CustomerGauge? Here's the recipe for you. 

Overview

You can integrate your Genesys IVR post-call survey with CustomerGauge in two ways:

1. Pattern A — Genesys collects → CustomerGauge stores (External Responses)

   Genesys captures the NPS score in-IVR and sends it to CustomerGauge via Incoming Webhook or REST API.

2. Pattern B — Genesys triggers → CustomerGauge sends invite (Survey Trigger)

   Genesys triggers CustomerGauge to send an email, SMS, WhatsApp, or Personal Link survey immediately after the call.

Both options let you:

• Automate feedback collection

• Centralize all responses inside CustomerGauge

• Retain full traceability (conversation ID, queue, agent, timestamp)

Pattern A — Genesys IVR Collects → CustomerGauge Stores (External Responses)

Step 1 – Build IVR survey inside Genesys Architect

• In the Post-Call Flow in Architect, ask caller for a 0–10 rating (DTMF).

• Optionally capture a short voice comment; you can transcribe it if your Genesys setup supports ASR.

• Use a flag (e.g. SurveyOptIn = true) to gate whether to prompt.

Step 2 – Configure CustomerGauge Incoming Webhook for External Responses

1. In CustomerGauge, go to Data → Rest APIs → Inbound Mapping (or Incoming Webhooks) to define an inbound mapping.

2. Map the fields you anticipate (contact_reference, account_name, nps_score, comment, etc.).

3. Generate a webhook URL from that mapping.

   • See “Incoming Webhooks” in CustomerGauge docs.  

   • Also see the REST API / Authentication setup guide.  

Step 3 – POST JSON from Genesys at call end

Use a Web Services Data Action in Architect (or a custom Data Action) to issue an HTTP POST to your CustomerGauge webhook endpoint with your payload.

Example JSON:

{
  "contact_reference": "+15551234567",
  "account_name": "Acme Corp",
  "survey_reference": "Genesys-IVR-PostCall",
  "sent_date": "2025-10-08T20:14:05Z",
  "response_date": "2025-10-08T20:16:12Z",
  "nps_score": 9,
  "comment": "Great support, quick resolution.",
  "channel": "IVR",
  "agent_id": "agent-42",
  "queue": "Support_EN",
  "conversation_id": "c7b2e3d1-1234",
  "metadata": {
    "language": "en-US",
    "case_id": "CS-100234"
  }
}

You can branch logic in Architect to catch failures or retries.

Step 4 – Validate & report inside CustomerGauge

Once ingested, the response acts like a native answer:

• It shows up in Responses

• It contributes to NPS, drivers, benchmarking

• It may trigger Close-the-Loop actions

• You can push it onward via CustomerGauge’s Outgoing Webhooks (for CRM, warehouses, etc.)  

When to pick Pattern A

• When you already run IVR voice surveys in Genesys

• When you want to capture feedback in IVR but consolidate everything in CustomerGauge

Pattern B — Genesys Triggers CustomerGauge Survey Invite

Step 1 – Choose delivery method

• Email / SMS / WhatsApp invites via CustomerGauge’s Campaign Engine

• Personal Link via API that you can send via your SMS gateway

  CustomerGauge will control language, dedupe, throttling, follow-ups, etc.

Step 2 – Create a Data Action in Genesys Architect

In Architect, configure a Data Action that calls CustomerGauge’s REST or Webhook endpoint:

• PUT Single Record (Survey) — for existing contacts

• PUT Single Record (Multi-Object) — upsert account/contact + send invite

• Or Incoming Webhook (Surveys) if you prefer simpler access

Example payload:

{
  "mapping_reference": "SURVEY_DEFAULT",
  "contact_reference": "jane.doe@acme.com",
  "survey_reference": "PostCall_CS_EN",
  "sent_by": "Genesys",
  "channel": "SMS",
  "locale": "en-US",
  "meta": {
    "conversation_id": "c7b2e3d1-1234",
    "agent_id": "agent-42",
    "queue": "Support_EN"
  }
}

Step 3 – Trigger after agent disconnect

Use Post-Flow in Architect so that when the call ends, the Data Action is executed and the invite is sent.

Step 4 – Monitor sends & responses

All delivery metrics and responses are tracked in CustomerGauge dashboards.

You can also emit Outgoing Webhooks so results forward into CRM or data systems.

When to pick Pattern B

• You want CustomerGauge to own the survey UX and logic

• You want cross-channel invites and built-in campaign behavior

Field Mapping Checklist (for either pattern)

⚙️ Error Handling & Security

• Architect Call Data Actions support branching on success/failure and retries.  https://help.mypurecloud.com/articles/call-data-action/

• CustomerGauge returns standard HTTP status codes (2xx, 4xx, 5xx).

• Use OAuth2 for full REST API access; use Incoming Webhooks in more trusted environments.  https://support.customergauge.com/support/solutions/articles/5000880842-rest-apis-setup-authentication-and-history 

• Rotate webhooks periodically; only allow traffic from trusted IPs if possible.

? Genesys / Architect References for implementing Data Actions

• Call Data Action in Architect — use this block to invoke REST APIs.  https://help.mypurecloud.com/articles/call-data-action/

• Add a Call Data Action to a Task — how to drop it into your flow.  https://help.mypurecloud.com/articles/add-call-data-action-data-action-task/

• Web Services Data Actions integration — create custom actions to call external services.  https://help.mypurecloud.com/articles/about-web-services-data-actions-integration

• Blueprint: Integrate a public API call into an Architect flow — real example you can use as a guide.  https://developer.genesys.cloud/blueprints/architect-flow-public-api-blueprint/

✅ Summary & Recommendation

Both approaches lead to a unified dataset inside CustomerGauge, enabling full analytics, alerts, benchmarking, and downstream integrations.

contributed by AD