SVYEXT — Survey Extended

What SVYEXT Means

The contact was routed to an extended IVR survey after the main call. Used in survey-enabled campaigns where contacts are offered additional questions after speaking with an agent.

When This Status Is Set

SVYEXT is assigned automatically when a contact is successfully transferred to an extended IVR survey following an agent interaction and engages with the survey content. The transfer is triggered by the agent’s disposition action or by an automatic post-call routing rule configured in the campaign’s dialplan. SVYEXT is specifically used in survey-enabled campaigns — common in market research, customer satisfaction measurement, compliance verification (such as TPV for utility enrollments), and quality assurance workflows where a third-party verification is required. The distinction between SVYEXT and SVYHU is that SVYEXT indicates the contact entered and engaged with the survey, while SVYHU indicates they disconnected before meaningful engagement. Survey responses are typically captured via DTMF input and stored in the lead’s custom fields or in a separate survey results table.

Impact on List Management

SVYEXT leads have completed a significant interaction — both an agent conversation and a post-call survey — making them well-documented contacts. Include SVYEXT in dial_status_filter only for follow-up campaigns where additional contact is needed (e.g., a fulfillment confirmation call after a TPV survey, or a follow-up research wave). The survey data stored in custom fields provides powerful segmentation criteria for future campaigns — contacts who gave favorable survey responses can be targeted for upsell, while those who gave negative responses may need retention outreach. Track SVYEXT completion rates to measure survey IVR performance: if your SVYEXT-to-SVYHU ratio is heavily skewed toward hangups, the survey is too long, too confusing, or the IVR audio quality is poor.

Best Practices

• Track SVYEXT completion rate to measure survey IVR performance — a healthy survey should achieve at least 60-70% completion among transferred contacts

• Include SVYEXT in follow-up campaign dial_status_filter with appropriate delay, segmenting by survey response data stored in custom fields

• Use survey response data to segment future campaigns — favorable respondents for upsell, unfavorable for retention or service recovery

• Keep surveys under 3 minutes and 5 questions to maximize completion rates and reduce SVYHU outcomes

• Capture all DTMF survey responses in lead custom fields so they persist with the lead record for future campaign targeting

Admin Configuration

SVYEXT is a system-level status defined in Admin → System Statuses with callable set to Y. The survey IVR routing that produces SVYEXT dispositions is configured in the campaign’s post-call survey settings and the Asterisk dialplan’s survey context. Survey questions, response capture, and branching logic are configured in the survey dialplan extensions. Campaign Detail → Survey Settings controls which campaigns use post-call surveys and the transfer method. Lead recycling for SVYEXT is managed in Campaign Detail → Lead Recycling if follow-up dialing is needed. Survey response data can be reviewed through custom reports querying the lead’s custom fields or through the Admin → List Modification interface.

ViciStack’s List Management module monitors disposition distribution in real time — automatically adjusting recycling logic, dial_status_filter priorities, and hopper fill strategies based on how your dispositions are trending. No manual SQL, no spreadsheet audits.