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.
        

        • After the satisfaction survey is released successfully, the settings on the Configuration Center > Workbench Configuration > Satisfaction Survey page cannot be modified. If the satisfaction survey is not created or released, the settings on the Configuration Center > Workbench Configuration > Satisfaction Survey page are not affected.
        • If the satisfaction survey is not released and the settings are different from those on the Satisfaction Survey 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	Select a voice file that has been uploaded and approved in the IVR.
        Add	Upload a new voice file. Only voice files whose Usage Scenario is IVR are supported. For details about how to configure a voice file, see Configuring a Voice File.

     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 released, the IVR flow management side automatically creates and releases 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.

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.
      • OU: (Mandatory) OU. Select a created OU. Surveys can be classified by OU.
      • Survey Type: (Mandatory) Survey scenario. The options are Manual survey, IVR Survey, Intelligent training, and Manual and IVR survey.
      • Survey layout type: (Mandatory) Survey layout. The options are Non-page and Page. Select a value based on Survey Type. The value can only be Non-page if Survey Type is set to IVR Survey or Intelligent training.
   3. Choose Save.

5. After the survey is added, go to the Questionnaire Configuration page.
   • If Survey layout type is set to Page, you need to configure a page first.
     1. Click Page List. The Page Management page is displayed.
        Figure 9 Page Management
        
     2. Click Add. In the Create Page dialog box, enter basic information.
        Figure 10 Create Page
        
     3. Click Create.
     4. Click Question List corresponding to the new page and go to 6 to configure questions.
   • If Survey layout type is set to Non-page, go to the next step to configure questions.

6. Click Question List and configure questions.
   1. Click Add. The Create Question page is displayed.
   2. Configure the question content.
      Figure 11 Adding a question to a manual survey
      
      Figure 12 Adding a question to an IVR survey
      
      Figure 13 Adding a question to an intelligent training
      
   3. Click Save. The question list page is displayed.

7. (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 14 Adjust Sequence
   

8. Configure question execution rules.
   1. Return to the question list page and click Manage Question. The Manage Question page is displayed.
      Figure 15 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. Edit a rule, select question options, and set Jump Rule.

      

   4. Click OK.

9. (Optional) On the survey details page, click Test Survey to test the survey before the survey is officially released.
   Figure 16 Survey details
   

10. Click Release to officially release the survey.

Follow-up Procedure

You can perform the following operations on a released 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.