Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Enabling Manual Services/ Other Configurations/ Configuring Satisfaction Surveys
Updated on 2023-10-12 GMT+08:00
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Configuring 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, Twitter, WhatsApp, 5G, Telegram, LINE and SMS channel satisfaction survey

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

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Workbench Configuration > Satisfaction Survey.
  2. Set parameters on the Satisfaction Level tab page.

    Satisfaction Level: The default satisfaction levels are 1: Very dissatisfied, 2: Dissatisfied, 3: General, 4: Satisfied, and 5: Very satisfied.
    • Click Add in the last row to add a satisfaction level. The Add button is displayed only when the number of satisfaction levels does not reach the maximum.
    • Click Delete to delete a satisfaction level.
    • Click Up or Down to adjust the sequence of a satisfaction level.
    • Select a satisfaction level description in the DESCRIPTION text box. The value can contain a maximum of 200 characters.
    Satisfaction Survey Template Content Configuration: Configure the satisfaction survey template content. The content can contain a maximum of 500 characters. Click before modifying the template content. Otherwise, the content will be restored to the default one.
    Figure 1 Satisfaction Level page

    Three to five satisfaction levels must be configured.

    Ensure that 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, Twitter, WhatsApp, 5G, Telegram, LINE, and SMS channel satisfaction surveys.

    If a satisfaction-related voice flow exists, after satisfaction levels are updated, choose Configuration Center > Resource Management > Audio and Video Resource Management, clone the flow, confirm that the satisfaction levels have been synchronized to the cloned flow, save the cloned flow, and release the cloned flow. After the cloned flow is released, the original flow is brought offline.

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

    The satisfaction survey message template is used to send satisfaction survey messages to customers through the Instagram, Telegram, WhatsApp, LINE, WeChat, Facebook, Twitter, 5G, and SMS channels.

  3. Click Save.
  4. Set parameters on the Satisfaction Survey tab page.

    • Satisfaction Survey 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 released IVR flow and ensure that the flow contains the Satisfaction Survey diagram element.

      The procedure for configuring an IVR flow is as follows:

      1. Choose Configuration Center > Resource Management > Audio and Video Resource Management, upload the voice or video file used in the Satisfaction Survey diagram element, and approve the file.
      2. Confirm that a main flow and exception handling flow have been created and released successfully.
      3. Choose Configuration Center > Flow Configuration > Flow Management and create a subflow.
      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 released, it can be used.

      For details, see Configuring Common IVR.

    • 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.
    • Valid Reply Period (min): Validity period for replying to a satisfaction survey. The value ranges from 1 to 1440, in minutes.
    Figure 2 Satisfaction Survey page

  5. Click Save.
  6. Set parameters on the Satisfaction Survey Policy Group tab page.

    • Policy Group Name: Name of a satisfaction survey strategy 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.
    • Call Type: Type of calls transferred to the satisfaction survey.
      • Inbound call
      • Outbound call

  7. Click Save.
  8. Set parameters on the Channel Satisfaction Survey Policy tab page.

    • Channel Type: Channel type to which a satisfaction survey policy applies.
      • Voice or video channel
      • Multimedia channels-WEB
      • Multimedia channels-WECHAT
      • Multimedia channels-FACEBOOK
      • Multimedia channels-TWITTER
      • Multimedia channels-WHATSAPP
      • Multimedia channels-5G
      • Multimedia channels-TELEGRAM
      • Multimedia channels-LINE
      • Multimedia channels-SMS
      • Multimedia channels-INSTAGRAM
    • Channel: Select a web channel configured on the Configuration Center > Access Configuration > Channel Configuration page. For details, see Configuring the Web Channel.

      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: Type of the channel satisfaction survey.
      • When Channel Type is set to Voice or video channel, the options are as follows:
        • IVR voice
        • SMS
        • No survey
      • When Channel Type is set to Multimedia channels-WEB, the options are as follows:
        • Web
        • No survey
      • When Channel Type is set to other multimedia channels, the options are as follows:
        • Text Message
        • No survey
    • Survey Policy: Select a policy group configured on the Satisfaction Survey Policy Group page.

  9. Click Save.
Parent topic: Other Configurations