Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Operator: Configuring a Common IVR/ Diagram Elements/ Satisfaction Configuration
Updated on 2024-10-12 GMT+08:00
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Satisfaction Configuration

This diagram element is used to play voices or videos to instruct customers to press keys for interaction and collect their satisfaction details about corresponding calls.

Diagram Element

Parameter Description

The following figure shows the parameters of the Satisfaction Configuration diagram element.

Figure 1 Voice

Figure 2 TTS

Figure 3 Video

The parameters are described as follows:

  • Node Name: Enter a diagram element name. The value can be customized.
  • Voice Prompt: Select Voice, TTS, or Video. You can click an option button to select a voice type.
    • Voice: Upload a WAV voice file. Currently, the UAP supports only WAV (8 kHz, 8-bit) voice files.
    • TTS: Generate a voice file in TTS mode. You can enable Advanced TTS settings to set voice playback parameters. Click in the drop-down list to select a sound effect and speaking speed. If this function is disabled, Sound effect is set to Female voice, Speaking speed is set to Low, and TTS Extended Parameter is not set by default.
      • Sound effect: Select the sound effect. The options are Male voice and Female voice.
      • Speaking speed: Select the speaking speed. The options are Low, Medium, and High.
      • TTS Extended Parameter: Set this parameter based on site requirements. The value contains a maximum of 200 characters.
    • Video: Upload a video file in 3GP format, whose size must be less than or equal to 5 MB.
  • Satisfaction Button Configuration: satisfaction options provided in a flow. Each key or button corresponds to a satisfaction option. For details about how to configure the satisfaction level, see Configuring Satisfaction Surveys.
    • Buttons: number key or button available on the keyboard or screen, such as 1, 2, or 3.
    • Description: satisfaction introduction of a key or button, which can be displayed in the menu.

      Configure satisfaction levels for the satisfaction survey on the Survey > Survey Config page. If the flow has been published, you can clone, edit, save, or republish the flow to replace the original flow so that the updated satisfaction levels can be used.

    • Waiting Time for Digit Collection: time to wait for the digit input. If the time when a customer stops the input exceeds that specified by Waiting Time for Digit Collection, the system records a failure, automatically executes Digit collection timed out, and continues to wait for the digit input.
    • Max. Failure Times: maximum number of input attempts that are allowed. When an error occurs during digit collection, the system records a failure, automatically executes Digit collection failure, and continues to wait for the digit input.
  • Advanced Settings: You can click Advanced Settings + to expand this area and click Close to collapse this area.
    • Digit collection failure: You can click to enable the capability of playing a voice upon a digit collection error. Then, if digits fail to be collected before the number of a customer's input attempts reaches the maximum specified by Max. Failure Times, the system plays a voice to notify the customer.
    • Digit collection timed out: You can click to enable the capability of playing a voice upon digit collection timeout. Then, if digits fail to be collected after the wait time reaches the maximum specified by Waiting Time for Digit Collection, the system plays a voice to notify the customer.
  • If the time when a customer stops the input exceeds that specified by Waiting Time for Digit Collection, the system records a failure, automatically executes Digit collection timed out, and continues to wait for the digit input.
  • When an error occurs during digit collection, the system records a failure, automatically executes Digit collection failure, and continues to wait for the digit input.
  • By default, Digit collection failure and Digit collection timed out are unavailable in the Advanced Settings area. If they are unavailable, the system replays the voice configured for the voice playback and digit collection diagram element upon a failure.
  • When the number of a customer's input attempts reaches the maximum specified by Max. Failure Times, the system executes the common failure exit.

Condition Branch Description

Table 1 Condition branch description

Condition Branch

Description

Usage

SYSERROR_INNER

ODFS internal error

Triggered when an unknown error occurs in the ODFS. If no satisfaction option is selected, the flow goes to the exception handling flow.

Typical Application Scenario

This diagram element is used when an agent hangs up without completing the flow.

The application scenario of the Satisfaction Configuration diagram element is as follows:

  • After an agent hangs up, the system releases the call and transfers the call to the IVR flow that contains the Satisfaction Configuration diagram element.
Parent topic: Diagram Elements