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Why can't I see survey results in interaction details?

Cause

The survey result feature was introduced in April 2026. Any Genesys Cloud account created before this date does not have the required permissions assigned by default. Without these permissions, the system cannot create, edit, or populate survey results within your organization.

Fix

To enable survey results, you need to add the missing permissions to the TrueEngage client role.

  1. In Genesys Cloud, go to Admin → Roles and Permissions
  2. Open the TrueEngage_ClientRole role
  3. Add the following permissions:
    • quality:survey:All
    • quality:surveyForm:All
  4. Save the role
  5. Recreate all your Feedback Forms from scratch in the TrueEngage panel — existing forms will not pick up the new permissions automatically

Important: Step 5 is required. Previously created Feedback Forms must be recreated after saving the updated role for the changes to take effect.