Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Other Configurations/ Configuring Satisfaction Surveys
Updated on 2025-11-07 GMT+08:00
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Configuring Satisfaction Surveys

A tenant administrator can set satisfaction levels for tenant space satisfaction surveys.

Business Scenarios

  • Scenario 1: web channel satisfaction survey

    When a customer connected to an agent on the web page clicks the button for closing the chat window, a satisfaction survey page is displayed. The customer selects a satisfaction level, enters comments, and closes the chat window.

  • Scenario 2: SMS satisfaction survey

    When an agent or customer hangs up after the customer service call ends, the system automatically sends a satisfaction survey SMS message to the customer. The customer replies to the SMS message to provide the satisfaction survey result.

  • Scenario 3: IVR voice satisfaction survey

    When an agent hangs up after the customer service call ends, the customer is transferred to the satisfaction survey. The customer presses a key to provide the satisfaction survey result.

  • Scenario 4: Instagram, WeChat, Facebook, X (Twitter), WhatsApp, Telegram, LINE, and SMS channel satisfaction surveys

    After an agent ends a session, the system automatically sends a satisfaction survey text message to the customer.

  • Scenario 5: Email channel satisfaction survey

    After an agent ends a session, the system automatically sends a satisfaction survey email to the customer. The customer clicks the satisfaction survey link in the email to evaluate the service.

Prerequisites

Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Workbench Configuration > Satisfaction.
  2. Configure OUs.

    All accessible organizations: Search for the satisfaction level configuration by OU.

    Value options:

    • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes:
      • Tenant administrator: Unorganized and all OUs under the current tenant are available.
      • Common agent: Accessible OUs are available.

      If Organization Unit is left empty, select Unorganized.

    • This parameter is not displayed when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No. Data of Unorganized is displayed on the page.

  3. On the Satisfaction Level tab page, click Edit to set satisfaction level parameters.

    • Satisfaction Level Configuration: The default satisfaction levels are 1: Very dissatisfied, 2: Dissatisfied, 3: General, 4: Satisfied, and 5: Very satisfied.
      • Click in the last row to add a satisfaction level. The button is displayed only when the number of satisfaction levels does not reach the maximum.
      • Click to delete a satisfaction level.
      • Click or to adjust the sequence of a satisfaction level.
      • Select a satisfaction level from the Description drop-down list.
    • Satisfaction Survey Type: Select a multimedia satisfaction survey type.

      Value options:

      • Satisfaction Evaluation
      • Questionnaire
    • Satisfaction Survey Template Content Configuration: Configure the satisfaction survey template content. The content can contain a maximum of 500 characters.

      This parameter is displayed only when Satisfaction Survey Type is set to Satisfaction Evaluation.

      Configure the satisfaction survey template content in preset languages.

      The language types are specified by the parameter Languages supported by the satisfaction survey on the Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common page. If no parameter is set, no language tab page exists.

    • Questionnaire Content: Configure the multimedia satisfaction survey content in preset languages. The language types are specified by the parameter Languages supported by the satisfaction survey on the Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common page. If no parameter is set, no language tab page exists.

      Value options:

      • Has your issue been resolved?
        • Yes
        • No
      • Please rate my service.
        • Very dissatisfied
        • Dissatisfied
        • General
        • Satisfied
        • Very satisfied
      • How likely are you to recommend us to friends and colleagues?

        0 to 10

      This parameter is displayed only when Satisfaction Survey Type is set to Questionnaire.

    Figure 1 Satisfaction Level

    Three to five satisfaction levels must be configured.

    The satisfaction levels used in the satisfaction survey of each channel are the same. The satisfaction surveys include the voice satisfaction survey, SMS satisfaction survey, and web, Instagram, WeChat, Facebook, X (Twitter), WhatsApp, Telegram, LINE, SMS, and email channel satisfaction surveys.

    If a satisfaction-related voice flow already exists, perform the following operations after satisfaction levels are updated:

    • If the flow is an intelligent IVR flow, click Cancel Release corresponding to the flow on the Configuration Center > Chatbot Management > Flow Configuration > Flow > Orchestration page and click Edit. After confirming that satisfaction levels have been synchronized, save and publish the flow.
    • If the flow is a common IVR flow, click Cancel Release corresponding to the flow on the Configuration Center > Chatbot Management > Flow Configuration > Common IVR page and click Edit. After confirming that satisfaction levels have been synchronized, save and publish the flow.

    The system uses the default language used by the tenant to generate the satisfaction survey template content.

    The satisfaction survey message template content is used to send satisfaction survey messages to customers through Instagram, WeChat, Facebook, X (Twitter), WhatsApp, Telegram, LINE, and SMS channels.

  4. Click Save.
  5. On the Satisfaction Survey tab page, click Edit to set satisfaction survey parameters.

    • Switch: Click to enable the satisfaction survey function. If this function is enabled, the customer is automatically transferred to a satisfaction survey after an agent releases the call.
    • Satisfaction Survey Flow: Select a published IVR flow and ensure that the flow contains the Satisfaction Configuration diagram element. Select an IVR flow in preset languages. The language types are specified by the parameter Languages supported by the satisfaction survey on the Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common page. If no parameter is set, no language tab page exists.
      • The procedure for configuring a common IVR flow is as follows:
        1. Choose Configuration Center > Resource Management > Audio and Video, upload the voice or video file used in the Satisfaction Configuration diagram element, and approve the file.
        2. Confirm that a main flow and an exception handling flow have been created and published successfully.
        3. Choose Configuration Center > Chatbot Management > Flow Configuration and add a subflow.

          Set Is Referenced to Yes.

        4. Select the Satisfaction Survey diagram element on the flow editing canvas, configure related information, and save the flow configuration.
        5. Select the new flow and click Release. After the flow is published, it can be used.

        For details, see Configuring a Common IVR Flow.

      • The procedure for configuring an intelligent IVR flow is as follows:
        1. Choose Configuration Center > Resource Management > Audio and Video, upload the voice or video file used in the Satisfaction Configuration diagram element, and approve the file.
        2. Choose Configuration Center > Chatbot Management > Flow Configuration > Flow > Orchestration and create an IVR flow.
        3. Select the Satisfaction Survey diagram element on the flow editing canvas, configure related information, and save the flow configuration.
        4. Select the new flow and click Release. After the flow is published, it can be used.
        5. Choose Configuration Center > Chatbot Management > Flow Configuration > Intelligent Chatbot and create a chatbot.

          Set Associated Process to the flow created in 2.

        For details, see Configuring an Intelligent Robot.

    • SMS Sending Channel
      • Huawei Cloud SMS
      • SMS Gateway
    • SMS Template: Select an SMS template whose Notification Type is External Notification configured on the Notification Template page. For details, see Configuring Notification Templates as an Administrator.

      Select an SMS template in preset languages. The language types are specified by the parameter Languages supported by the satisfaction survey on the Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common page. If the parameter is not set, no language tab page exists.

      If the common SMS template selected for the SMS gateway contains the ${SatisfactionSurveyURL} variable, the SMS satisfaction survey of the voice or video channel supports the questionnaire mode.

      When the SMS satisfaction survey of the voice or video channel supports the questionnaire mode, you need to set the system parameter Satisfaction Survey Access AICC Domain Name. The parameter value is similar to https://yf-saas-test.aicccloud.com/. The satisfaction survey URL in the SMS message is the combination of the value of the system parameter Satisfaction Survey Access AICC Domain Name and service-cloud/aicc-web/satisfactionsurvey/index.html?local={language}&srn={srn}. language is the session language. If no language is specified for a session, the default language used by the tenant is used. srn is a secure random number.

    • Valid Reply Period: Validity period for replying to a satisfaction survey. The value ranges from 1 to 1440, in minutes.
    • Email Template: Select a satisfaction survey template and enter a signature.

      Select a satisfaction survey email template and email signature in preset languages. The language types are specified by the parameter Languages supported by the satisfaction survey on the Configuration Center > System Management > Tenant Parameter > Tenant parameters > Unified Public Configuration > Common page. If no parameter is set, no language tab page exists.

      This parameter is displayed only when the switch of the email channel is turned on.

      For the email channel satisfaction survey, the system parameter Satisfaction Survey Access AICC Domain Name needs to be set, whose value is similar to https://yf-saas-test.aicccloud.com/.

      The satisfaction survey URL in the email is the combination of the value of the system parameter Satisfaction Survey Access AICC Domain Name and service-cloud/aicc-web/satisfactionsurvey/index.html?local={language}&srn={srn}. language is the session language. If no language is specified for a session, the default language used by the tenant is used. srn is a secure random number.

    Figure 2 Satisfaction Survey page

    If the configuration of a channel in the Web Channel Satisfaction Survey area of a new OU is not modified and saved, the configuration of this channel of Unorganized is used for commissioning the multimedia satisfaction survey.

  6. Click Save.
  7. On the Satisfaction Survey Policy tab page, set satisfaction survey policy group parameters.

    • Policy Group Name: Name of a satisfaction survey policy group. The value can contain a maximum of 20 characters.
    • Available Policies and Selected Policies: Under Available Policies, click to select policies.
    • Handling Time
      • Start Time: Start time of the time range in a day in which calls need to be transferred to the satisfaction survey.
      • End Time: End time of the time range in a day in which calls need to be transferred to the satisfaction survey.
    • Handling Date
      • Start date: Start date of the time range in which calls need to be transferred to the satisfaction survey.
      • End date: End date of the time range in which calls need to be transferred to the satisfaction survey.
    • Call Duration
      • Minimum Call Duration (s): Minimum call duration of calls transferred to the satisfaction survey. The value is a number of 1 to 12 digits.
      • Maximum Call Duration (s): Maximum call duration of calls transferred to the satisfaction survey. The value is a number of 1 to 12 digits.
    • Skill Queue: Skill queue to which calls transferred to the satisfaction survey belong.
      Value options:
      • Tenant administrator: Skill queues of the OU and sub-OUs of the policy group name to which the skill queue policy belongs are available.
      • Common agent:
        • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, skill queues of accessible OUs are available.
        • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, skill queues of the owning OU, accessible OUs, and Unorganized are available.
    • Call Type: Type of calls transferred to the satisfaction survey.
      • Inbound Call
      • Outbound Call
    • Access Code: Voice and video access code transferred to the satisfaction survey.

      Value options:

      • Tenant administrator: Voice and video access codes of the OU and sub-OUs of the policy group name to which the access code policy belongs are available.
      • Common agent:
        • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, voice and video access codes of accessible OUs are available.
        • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, voice and video access codes of the owning OU, accessible OUs, and Unorganized are available.

    If the configured satisfaction survey policy group does not require satisfaction survey for special time, call duration, skill queue, call type, or access code, configure an independent satisfaction survey policy and select No survey on the Creating a Channel Satisfaction Policy page.

  8. Click Save.
  9. On the Channel Satisfaction Survey Policy tab page, set channel satisfaction survey policy parameters.

    • Channel Type: Channel type to which a satisfaction survey policy applies.
      • Voice or video channel
      • Multimedia channels-Web
      • Multimedia channels-Email
      • Multimedia channels-WeChat
      • Multimedia channels-Facebook
      • Multimedia channels-X (Twitter)
      • Multimedia channels-WhatsApp
      • Multimedia channels-Telegram
      • Multimedia channels-LINE
      • Multimedia channels-SMS
      • Multimedia channels-Instagram
    • Channel: Select a multimedia channel configured on the Configuration Center > Access Configuration > Channel Configuration page. For details, see Configuring Multimedia Channels.

      This parameter is displayed only when Channel Type is set to a value other than Voice or video channel.

    • Priority: Priority of a channel satisfaction survey policy. The value ranges from 1 to 100. A smaller value indicates a higher priority. The policy with a higher priority is preferentially matched to conduct the survey.
    • Survey Type: Select the type of the channel satisfaction survey.
      • When Channel Type is set to Voice or video channel, the options are as follows:
        • IVR voice
        • SMS
        • Questionnaire
        • No survey
      • When Channel Type is set to Multimedia channels-Web, the options are as follows:
        • Web
        • Questionnaire
        • No survey
      • When Channel Type is set to Multimedia channels-Email, the options are as follows:
        • EMAIL
        • Questionnaire
        • No survey
      • When Channel Type is set to other multimedia channels, the options are as follows:
        • Text Message
        • Questionnaire
        • No survey
    • Questionnaire: Select an IVR survey configured on the Survey > Survey Config page. For details, see Configuring Surveys.
      • When Channel Type is set to Voice or video channel, only the questionnaires whose Survey Type is IVR Survey are displayed.
      • When Channel Type is set to Multimedia channels-x, only questionnaires whose Survey Type is Manual survey are displayed.
    • Survey Policy: Select a policy group configured on the Satisfaction Survey Policy tab page.

  10. Click Save.
Parent topic: Other Configurations