Configuring Surveys

Prerequisites

To use the Analyzed function in the lightweight survey management, the commissioning in "Commissioning Guide > Commissioning Functions > Commissioning the Function of Pushing CDR Files and Satisfaction Results to Kafka and Elasticsearch" has been completed for the tenant space.

Configuring a Lightweight Survey

1. Sign in to the AICC as a tenant administrator and choose Survey > Survey Config.
   Figure 1 Lightweight survey management
   

2. (Optional) Click to switch the survey edition as required.
3. Click New Survey. The Create Survey page is displayed.
   • Satisfaction Survey: Only one satisfaction survey can be created and cannot be deleted.
     1. Create a satisfaction survey. Configure the survey name.
        Figure 2 Add Satisfaction Survey
        
     2. Click Create to save the survey information.
     3. On the survey management page, click Modify corresponding to the new satisfaction survey, and configure the survey content.
     4. Click the Satisfaction Level tab and configure satisfaction levels for the survey.

        You need to configure the voice file of the IVR flow.

        Figure 3 Satisfaction Level
        
        • Click the Voice File selection box to select an uploaded and approved voice file.
        • Click Add to upload a local voice file. After the system administrator approves the file, the file can be used.
     5. For details about other configurations, see Configuring Satisfaction Surveys.
        NOTICE:

        • After the satisfaction survey is published successfully, the settings on the Configuration Center > Workbench Configuration > Satisfaction page cannot be modified. If the satisfaction survey is not created or published, the settings on the Configuration Center > Workbench Configuration > Satisfaction page are not affected.
        • If the satisfaction survey is not published and the settings are different from those on the Satisfaction page, the settings of the satisfaction survey are used.
   • IVR Survey
     1. Configure an IVR survey. For details, see Table 1.
        Figure 4 Survey Content Configuration
        

        Table 1 GUI elements on the Survey Content Configuration page

        Element	Description
        Survey Name	The value can contain a maximum of 32 characters, including only letters and digits.
        Survey Question	The value can contain a maximum of 256 characters.
        Survey Options (A maximum of nine options can be added.)
        DESCRIPTION	The value can contain a maximum of 32 characters.
        Operation	You can perform the following operations: Add Delete
        Survey voice
        Voice type	Voice file type. The options are as follows: Voice Text-to-Speech
        Voice File	You can select only an approved voice file whose Usage Scenario is IVR on the Resource Management > Audio and Video page.
        TTS	You can select only an approved TTS file whose Usage Scenario is IVR on the Resource Management > Audio and Video page.
        Add	After you click this button, the Audio and Video page is displayed. For details about how to configure voice and video resources, see Managing Voice and Video Resources.

     2. Click Save. The IVR survey is configured.

4. Return to the survey management page and click Release corresponding to the new survey. After the survey is published, the IVR flow management side automatically creates and publishes an IVR flow with the same name as the survey.
5. (Optional) Click Change The Name corresponding to the satisfaction survey to change the survey name.
6. Click Analyzed to view the usage of the survey in the IVR, including the respondent quantity statistics and respondent proportion statistics.
   Figure 5 IVR survey statistics
   

Configuring a Standard Survey

1. Sign in to the AICC as a tenant administrator and choose Survey > Survey Config.
   Figure 6 Survey Config
   

2. (Optional) Click to switch the survey edition as required.
3. Configure a survey category.
   1. All is selected by default. Click . The Create Survey Category dialog box is displayed.
   2. Configure the survey type.
      Figure 7 Create Survey Category
      
   3. Click Create to save the survey category information.

4. Configure a survey.
   1. Select the new survey category and click Add on the right of the page. The Create Survey page is displayed.
   2. Configure the survey content.
      Figure 8 Create Survey
      
      • Survey Name: (Mandatory) Survey name. Enter a value that contains a maximum of 32 characters.
      • Survey Category: (Mandatory) Survey category. Select a created survey category.
      • Keywords: Survey keywords.
      • Survey Type: (Mandatory) The options are Manual survey, IVR survey, Intelligent training, and Manual and IVR survey.
   3. Choose Save.

5. Click Question List and configure questions.
   1. Click Add. The Create Question page is displayed.
   2. Configure the question content.
      Figure 9 Adding a question to a manual survey
      
      Figure 10 Adding a question to an IVR survey
      

      Table 2 Problem announcement playing mode

      Element	Description
      Voice File	You can select only an approved voice file whose Usage Scenario is questionnaire on the Resource Management > Audio and Video page.
      TTS	You can select only an approved TTS file whose Usage Scenario is questionnaire on the Resource Management > Audio and Video page.

      Figure 11 Adding a question to an intelligent training
      
   3. Click Save. The question list page is displayed.

6. (Optional) Adjust the sequence of questions in the question list. Click Adjust Sequence. In the Adjust Sequence dialog box, select the desired question, click Up or Down, and click OK.
   Figure 12 Adjust Sequence
   

7. Configure question execution rules.
   1. Return to the question list page and click Manage Question. The Manage Question page is displayed.
      Figure 13 Manage Question
      
   2. Each question has a default rule. Default rules cannot be modified or deleted. You can click Add to customize question execution rules as required. Customized rules cannot be modified or deleted.
   3. Set Question Type to Multiple choices and edit the rule.
      1. Select a question from the question list and set the redirection rule. The default redirection rule is Jump based on option.
      2. If Jump Rule is set to Fixed jump, the system directly jumps to the specified question. If Jump Rule is set to Jump based on option, the system jumps to the specified question only when the specified option is met.

      

   4. Click OK.

8. (Optional) On the survey details page, click Test Survey to test the survey before the survey is officially published.
   Figure 14 Survey details
   

9. Click Release to officially publish the survey.

Follow-up Procedure

You can perform the following operations on a published survey:

• Click Disable. The survey of the current version is disabled and cannot be used by other modules.
• Click New Version to copy all content of the survey of the current version to create a survey of a new version.