Post-call CSAT and NPS surveys

A post-call survey plays once a voice call ends and asks the caller to rate the interaction with a single keypad digit: 1–5 for CSAT (very dissatisfied to very satisfied), 0–10 for NPS. The answer is recorded against the survey, the call, and the handling agent, and feeds both per-survey analytics and the queue’s agent-score rollup. Manage it in the dashboard under Voice → Post-call CSAT / Post-call NPS, or through the API below; request/response schemas live in the voice API reference. Post-call surveys are distinct from the recipient-facing surveys product covered in surveys end to end: the surveys API distributes a survey to an audience and chases non-responders; a post-call survey is played automatically as part of the call itself, with no send step and no link to tap.

1. Create the survey

A post-call survey is a survey of type csat or nps whose delivery mode is set to the post-call voice channel. Create the template the same way you create any survey — the voice behaviour is then configured on it.

curl -X POST "https://api.orbit.devotel.io/api/v1/surveys" \
  -H "X-API-Key: $ORBIT_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Inbound support CSAT",
    "type": "csat",
    "question": "How satisfied were you with this call?",
    "channels": ["sms"]
  }'

Keep the returned id — every call below references it. The survey does nothing until you switch its delivery_mode and enable it in the next step.

2. Enable the IVR delivery and tune when it plays

Read or update the survey’s voice behaviour with the config endpoints:

curl "https://api.orbit.devotel.io/api/v1/voice/csat/surveys/$SURVEY_ID/config" \
  -H "X-API-Key: $ORBIT_API_KEY"

curl -X PATCH "https://api.orbit.devotel.io/api/v1/voice/csat/surveys/$SURVEY_ID/config" \
  -H "X-API-Key: $ORBIT_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "enabled": true,
    "delivery_mode": "ivr_post_call",
    "ivr_config": {
      "only_if_min_duration_sec": 30,
      "sample_rate_pct": 50,
      "exclude_disposition_in": ["abandoned", "failed"]
    }
  }'

The knobs that decide whether a given ended call gets the survey at all:

Field	Notes
`prompt_text` / `prompt_audio_url`	What the caller hears before keying the digit. A hosted audio file replaces the spoken text when set.
`digit_timeout_ms`	How long the survey waits for a digit (1–30 seconds).
`max_attempts`	How many digit tries the caller gets (1–3).
`only_if_human_answered`	Skip the survey when the answered side was detected a machine or fax (default: skip).
`only_if_min_duration_sec`	Skip calls shorter than this many seconds (default: 30).
`sample_rate_pct`	Survey only a percentage of qualifying calls. The same call always gets the same decision, so a retried call-end never double-plays.
`only_if_disposition_in`	Optional allowlist of call outcome codes (for example `resolved`, `transferred`) — the survey plays only for those outcomes.
`exclude_disposition_in`	Optional denylist of outcome codes to never survey. The denylist wins when both lists are set.

GET returns the same shape with every default filled in, so you can hydrate an editor without a second write. A call that passes none or all gates either way ends normally for the caller — a skipped survey just hangs up immediately. NPS surveys use the parallel /api/v1/voice/nps/surveys/{id}/config endpoints with the same body and knobs; only the scale differs (0–10, where the answer 10 is keyed as two digits).

3. Recorded responses

Each answered survey records the survey id, the call id, the digit pressed, the parsed score, and — when the platform resolves it — the handling agent and contact. At most one response is kept per survey per call: a duplicate arrival returns the stored row instead of a second record, so analytics never double-count a retried capture. Low scores close the loop automatically: a detractor answer for a call with a known handling agent queues a QA evaluation against that exact interaction, and the very-low band can assign a coaching plan. If you wire webhooks, every recorded response also fires survey.csat.response_recorded / survey.nps.response_recorded with the score, the satisfaction bucket (CSAT) or promoter/passive/detractor bucket (NPS), the call id, and the agent attribution — enough for a CRM to open a follow-up activity without polling.

4. Read the analytics

curl "https://api.orbit.devotel.io/api/v1/voice/csat/surveys/$SURVEY_ID/analytics?window=30d" \
  -H "X-API-Key: $ORBIT_API_KEY"

The window is 7d, 30d (default), 90d, or all. The response carries the total response count, the average score, the satisfaction percentage (share of responses at score 4 or 5), the per-score breakdown, and a daily trend:

{
  "data": {
    "window": "30d",
    "total": 312,
    "satisfied": 233,
    "dissatisfied": 21,
    "satisfaction_pct": 75,
    "avg_score": 4.12,
    "score_min": 1,
    "score_max": 5,
    "breakdown": [
      { "score": 1, "count": 9 },
      { "score": 2, "count": 12 },
      { "score": 3, "count": 58 },
      { "score": 4, "count": 121 },
      { "score": 5, "count": 112 }
    ],
    "trend": [
      { "day": "2026-08-24", "count": 26, "avg_score": 4.2 }
    ]
  }
}

The NPS endpoint returns the same shape plus the NPS computation — promoters minus detractors on the −100 to +100 scale — and the promoter/passive/detractor counts instead of satisfaction buckets. Add ?agent_user_id=user_… to any analytics call to scope the whole answer to one agent’s calls.

5. Agent-score rollup

Per-survey analytics tell you how one survey performs; the queue rollup tells you who the answers attach to. The queue analytics, agent leaderboard, and queue comparison endpoints average post-call survey scores per interval, per queue, and per agent, joining responses to calls so a call’s survey counts exactly once:

curl "https://api.orbit.devotel.io/api/v1/voice/queues/$QUEUE_ID/agent-leaderboard" \
  -H "X-API-Key: $ORBIT_API_KEY"

Each agent row carries avg_csat, avg_nps, and the matching response counts alongside the call metrics; an agent with calls but no survey answers still appears with a null average rather than dropping out of the list. Pair a low per-agent average with the VoC drivers from surveys end to end and the workload tooling in QA workload management to turn the number into a coaching action.

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Post-call CSAT and NPS surveys: IVR digit capture, agent rollup

Post-call CSAT and NPS surveys

1. Create the survey

2. Enable the IVR delivery and tune when it plays

3. Recorded responses

4. Read the analytics

5. Agent-score rollup

​Post-call CSAT and NPS surveys

​1. Create the survey

​2. Enable the IVR delivery and tune when it plays

​3. Recorded responses

​4. Read the analytics

​5. Agent-score rollup

Post-call CSAT and NPS surveys

1. Create the survey

2. Enable the IVR delivery and tune when it plays

3. Recorded responses

4. Read the analytics

5. Agent-score rollup