Troubleshooting

The caller hears nothing after the agent hangs up

• The inbound flow has no Set disconnect flow block, or it is placed after the queue transfer. It must run before the contact is queued.
• The Lambda is not added to the instance (Flows > AWS Lambda). The module import shows the block in error.
• The customer hung up first. The disconnect flow only runs for a customer who is still on the line.
• Check the surveycx-flow-errors alarm and the function's CloudWatch log; a log line with reason says why the contact was not eligible (no survey for this contact, not sampled, already surveyed).

No survey matches the contact

Targeting is by queue name as Connect reports it, and by contact attribute. Open the survey and compare the queue list with the queue the contact was in; or remove the target to make the survey the default.

Responses show no agent

Contact records are not reaching the stack. In the Connect console under Data streaming, check that contact trace records go to the StreamArn stream; the surveycx-ingest-errors alarm and the ingest function's log show records arriving. Attribution lands a few minutes after the call.

No SMS or email invitations

In order: the survey must have the SMS or email channel ticked; the contact must carry a phone number (voice) or the email attribute; the customer must not be opted out or inside the frequency cap; the time must be inside the send window (otherwise it is queued for the morning); SmsOrigination or EmailFrom must be set. The response row's status stays offered while queued; a failed send shows the error when you open the response. Common errors: the SES account is still in the sandbox, the number is not registered for the destination country, the origination identity is wrong.

The email arrives but the one-click rating does nothing

The link opens survey.html#<token>&a=<n>; some mail clients strip fragments. The customer can still open the full survey from the link below the buttons.

A customer says they never asked for surveys

Open Settings > Privacy requests, enter their number or email, and delete: their responses are removed and they are never invited again.

Arena shows no survey scores

Use Send test score in Settings > Arena. A 401 means the key is wrong or revoked; a 404 means the URL lacks /api; a timeout means the Arena site URL is unreachable from Lambda (it must be the public CloudFront URL). Scores only go for agent-attributable questions and only once the agent is known (after the contact record arrives).

Low scores open no Task

The task flow ID must be set in Settings > Closed loop and the stack must know the instance (ConnectInstanceId or the console setting). The API function's log shows closeLoop lines with the error Connect returned (usually the flow ID is wrong or the flow is not published).

Getting help

Email [email protected] with the stack name, region and the time of the contact. Nothing in your account is visible to us, so the CloudWatch log lines help.

Current as of version 0.1.0. See the release notes for what changed since.