Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Surveys/ Configuring Surveys
Updated on 2025-11-07 GMT+08:00
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Configuring Surveys

Surveys include manual surveys, IVR surveys, and intelligent training surveys. After a tenant administrator configures surveys in a unified manner, the surveys can be used to collect statistics based on scenarios.

Survey types are described as follows:

  • Standard surveys can be used by intelligent outbound calls, IVR flows, and intelligent training businesses. Diversified surveys can be configured.

Prerequisites

None

Procedure

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

    Figure 1 Survey Config

  2. Configure a survey category.

    1. All is selected by default. Click . The Create Survey Category dialog box is displayed.
    2. Configure a survey category.
      Figure 2 Create Survey Category
    3. Click Create to save the survey category information.

  3. 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 3 Adding a manual survey
      Table 1 Adding a manual survey

      Element/Component

      Description

      Remarks

      Basic Information

      Survey Name

      (Mandatory) Survey name, which can contain a maximum of 32 characters.

      -

      Survey Category

      (Mandatory) Created survey category.

      -

      Keywords

      Survey keywords.

      -

      Survey Type

      (Mandatory) Survey scenario. The options are Intelligent training, Manual and IVR survey Manual survey, and IVR Survey.

      -

      Questionnaire Content

      Questionnaire Title

      (Mandatory) Survey title, which can contain a maximum of 64 characters.

      Language types are specified by Languages supported by the questionnaire under Configuration Center > System Management > Tenant Parameter > Questionnaire management > Common.

      Greetings

      (Optional) Survey greeting, which can contain a maximum of 512 characters.

      Page Header Settings

      (Optional) Upload an image in PNG, JPG, or JPEG format. The dimension of the image cannot exceed 800 pixels × 48 pixels, and the size cannot exceed 5 MB.

      -

      Page Footer Banner

      (Optional) Upload an image in PNG, JPG, or JPEG format. The dimension of the image cannot exceed 800 pixels × 48 pixels, and the size cannot exceed 5 MB.

      -

      Page Footer Information

      (Optional) Page footer information, which can contain a maximum of 128 characters.

      Language types are specified by Languages supported by the questionnaire under Configuration Center > System Management > Tenant Parameter > Questionnaire management > Common.

      Feedback Information

      Success Page Image

      (Optional) Upload an image in PNG, JPG, or JPEG format. The dimension of the image cannot exceed 212 pixels × 200 pixels, and the size cannot exceed 5 MB.

      -

      Success Page Copywriting

      (Mandatory) Copy for successful submission, which can contain a maximum of 256 characters.

      Language types are specified by Languages supported by the questionnaire under Configuration Center > System Management > Tenant Parameter > Questionnaire management > Common.

      Expiration Page Image

      (Optional) Upload an image in PNG, JPG, or JPEG format. The dimension of the image cannot exceed 212 pixels × 200 pixels, and the size cannot exceed 5 MB.

      -

      Expiration Page Copywriting

      (Mandatory) Copy for survey expiration, which can contain a maximum of 256 characters.

      		   

      Expiration Rules

      This parameter is mandatory.
      • Channel Expiration Time: The channel reply time of satisfaction surveys configured on the workbench is used.
      • Relative Expiration Time: After users receive a survey, they must complete and submit the survey within a specified interval (unit: day).
      • Absolute Expiration Time: Regardless of when users receive a survey, they must complete and submit the survey before a specified time point.

      Submitted Page Image

      (Optional) Upload an image in PNG, JPG, or JPEG format. The dimension of the image cannot exceed 212 pixels × 200 pixels, and the size cannot exceed 5 MB.

      -

      Submitted Page Copywriting

      (Mandatory) Copy for repeated submission, which can contain a maximum of 256 characters.

      Language types are specified by Languages supported by the questionnaire under Configuration Center > System Management > Tenant Parameter > Questionnaire management > Common.
    3. Choose Save.

  4. Click Question List and configure questions.

    1. Click Add. The Create Question page is displayed.
    2. Configure the question content.
      Figure 4 Adding a question to a manual survey
      Figure 5 Adding a question (score type) to a manual survey
      Figure 6 Adding a question (single choice type) to an IVR survey
      Figure 7 Adding a question (score type) to an IVR survey
      Table 2 Survey question configuration

      Element

      Description

      Basic Information

      Title

      Question title.

      Language types are specified by Languages supported by the questionnaire under Configuration Center > System Management > Tenant Parameter > Questionnaire management > Common.

      Question Type
      Value options:
      • Single choice
      • Multiple choices
      • Q&A
      • Score
      NOTE:
      • Only IVR and manual surveys support questions of the Score type.
      • Only manual surveys support questions of the Multiple choices and Q&A types. IVR surveys do not support these two types.

      Minimum Score

      Minimum question score. The value must be 0 or a positive integer.

      This parameter is displayed when Question Type is set to Score.

      Maximum Score

      Maximum question score. The maximum score must be greater than the minimum score.

      This parameter is displayed when Question Type is set to Score.

      Score Interval

      Question score interval. The value must be 0 or a positive integer.

      This parameter is displayed when Question Type is set to Score.

      Display of options
      Value options:
      • Tile display
      • Collapsed display

      Mandatory
      Value options:
      • Yes
      • No

      Question Type
      Value options:
      • Business capability
      • Information Quality
      • Customer question
      • Service attitude
      • Service specification execution
      • System question

      Weight Factor%

      Question weight.

      Problem announcement playing mode

      Voice File

      You can select only an approved voice file whose Usage Scenario is Questionnaire on the Configuration Center > Resource Management > Audio and Video page.

      TTS

      You can select only an approved TTS file whose Usage Scenario is Questionnaire on the Configuration Center > Resource Management > Audio and Video page.

      Question Content
      • Survey question content can be configured in different languages.
      • Language types are specified by Languages supported by the questionnaire under Configuration Center > System Management > Tenant Parameter > Questionnaire management > Common.
      • Customized variables can be used in question content, for example, ${staffName}.
      NOTE:

      The question content is used for SMS satisfaction surveys of the voice or video channel.
      Figure 8 Adding a question to an intelligent training survey
    3. Click Add to add an option list for the question whose Question Type is Single choice or Multiple choices.
      Figure 9 Create Option page
      Table 3 GUI elements on the Create Option page

      Element

      Description

      Remarks

      Option Type

      Question option type.

      Option: Normal

      -

      Option Text

      Question option text.

      Option text and information of survey questions can be configured in different languages.

      Language types are specified by Languages supported by the questionnaire under Configuration Center > System Management > Tenant Parameter > Questionnaire management > Common.

      Infomation

      Question option information.
    4. Click Save. The question list page is displayed.

  5. (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 10 Adjust Sequence

  6. (Optional) Click on the Question List page of a manual survey, and select a question and question options to establish relationships on the Option Associated Question Display page. For example, there are two questions: Question 1: Do you think the price of tap water is high? Question 2: What range do you think is reasonable for the price of tap water? If you select expensive for question 1, you continue to answer question 2. If you select cheap for question 1, you do not need to answer question 2.

    Figure 11 Option Associated Question Display page

  7. Configure question execution rules.

    1. Return to the question list page and click Manage Question. The Manage Question page is displayed.
      Figure 12 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 13 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.
Parent topic: Managing Surveys