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====== Surveys ====== ===== Add Survey ===== Clicking [Survey]->[Surveys]->[Add]，you can add a new survey，as following： {{:en:module_manual:survey:add_survey01.png?700|}} **Basic** **Team**：Set the survey belongs one team，only the module belongs the team can use the survey. **Surveytype**：It consists of commontype and voicetype. **Status**：The default status is "Idel"，it will turn to be "Assigned" when the survey is binded to "Campaign" or "Virtual Office". One survey can't be binded to two module one time. **ClosedQuota**：The default value is "Yes"，means that don't norm the number of survey answered. **Name**：The identification of the survey. The combo box behind the "Name*" is used to add survey by copying existed survey or not. The "New Survey" means you need set question group，option and items. If you choose the existed survey，it will copy the group，option and items to this survey automatically. {{:en:module_manual:survey:add_survey02.png?700|}} **Advanced** **Welcome word**：The prompt given to customer from agents before the beginning of survey. **End word**：The prompt when the survey finished. **Quotatext**：The prompt when the number of survey answered reach the "Quota". **Survey Memo**：Describe the purpose of the survey or other details. <note tip> The welcome and end word use text when surveytype is commontype，it use announcements in Advanced module when surveytype is voicetype. </note> After finishing the survey，please click [Save] button. Double-click the survey has been added，we can edit it，as following： {{:en:module_manual:survey:add_survey03.png?700|}} ===== Set Question Group ===== Click [Set Question Group] button，you can open the page： {{:en:module_manual:survey:set_question_group01.png?700|}} **Group**：To distinguish the question group different from others. **Question Random**：Whether the question random when customers answer it. **Group Memo**：Description of the question group and other details that the agent can get. After saved，it will be appeared below，you can sort it by "Aorder"，the more prior the "Aorder" more small in this group. ===== Edit Option ===== {{:en:module_manual:survey:edit_option01.png?700|}} **Group**：The survey options belong to this question group. **Question**：Fill in the blank with question.(For example：How long have you concerned in our company?) **Qtype**：The type of questions，it include "Single Choice(Only one choice can be choosed)","Multiple Choice(You can choose several items，and you can set maxitem and minitem)","Text(You can input many words or sentences)","Combined(A big topic include deals of small questions)". **Qloop**：Whether change the order of items or not. **Mandatory**：Whether must answer this question or not. When it is "Yes"，customer can't answer the next question if he is unfinished current one. **Reference**：If there is a question can be answered using customers' information， whether associate automatically with it. **Reference Edit**：Whether the agent can modify the reference contents which associated with customers' information. **Reference Table**：Which module's table can be refered，it decided by survey's module. **Reference Field**：You should choose the value of field you need in the table, to fill the answers about questions. For example：What's brand of your car ? A.Bentley B.BMW C.Benz D.Mustang Now, if there is a field named "The brand owned cars currently"="Bentley" in customer detail. This question will be answered automatically when the custormer come across it. Additionally，the system can make a choice based on the information of customer.The answers can be edited by agent if "Reference Edit" is "yes". **Qmemo**：Question memo. To guide customers to answer surveys, call attention to what's the situation, warning or informed answer to the question. Survey option will appear below after you finished and clicked the [OK] button. The order of question in accordance with the following norms： First，Order by "Group" Second，order by the creating turns of "Survey Option" ===== Add Item ===== On the Survey Option adding page，there is a [Add] button behind every question which have saved. Click the button, you can open item adding page. First，let me introduce the "Item adding" pages of Single and Multiple choice. {{:en:module_manual:survey:add_item01.png?700|}} **Answer**：The content of item.（For example：A.Yes，B.No or A.$5，B.$4，C.$3，D.$2） **Option ExportShow**：It take place of survey content when it exported. It makes statistics more easily. **Enable export display**：Whether display the content which were replaced. **Atext**：Add the text area behind items.（For example：Other(...)） **Quick Reference**：You can add quickly the options been used once，no matter the items in this survey or from template. We usually put the frequent items into a template. For example, the gender template：female，male and secret. <note> Read more about answer templates，refer to:[[en:module_manual:survey:answer_templates|Answer Templates]] </note> **Amemo**：Additional memo to explian the warning attention. It will be save below after you click the [OK] button. Second，let me open the page of combination options and items. It applies to serveral question which can answered by same items. {{:en:module_manual:survey:combination01.png?700|}} As shown in image above，the row is option，the column is question. We can choose option type of Combination. It includes Radio(Single choice) and Checkbox(Multiple choice). At the same time, you can set up "whether to add the input box" to every item behind question. You can order items and option directly by clicking the direction arrow. ===== Set Questions Seq. ===== After finished the option and question，we should sort the questions. Click [Set Questions Seq.]，you can see "System Message" of which question group should be sort, as following： {{:en:module_manual:survey:set_question_seq01.png?300|}} Click [OK] after selected the question group, you can sort the questions belong to this question group by pressing the question and move up and down. Click [View] you can preview items about this question， as following： {{:en:module_manual:survey:set_question_seq02.png?700|}} At last，click [Save Option NO.] to save the order of question. ===== Question Fillup ===== When the question need the answered option to fill up，we should use the "[FILL]" element. For example： Q6.What's the channels did you through to know the "_._._._._" brand car ?（Please quote the result of Q5） First，the admin can edit the question as following：What's the channels did you through to know the [FILL] brand car? Then，open the fill question setup page： {{:en:module_manual:survey:question_fillup01.png?700|}} You should confirm the question which need to be filled up，and choose which question's answer to fill the question. If we choose "Bentley" in Q5， then the Q6 turn to： What's the channels did you through to know the "Bentley" brand car？. ===== Logic Conditions ===== It used to logic transfer "Jump question、Hidden question、Hidden answer and And question" after answer the question. Astercc allows serveral questions from different question group combined to do logical process. Design the questionnaire logic，the administrator need to have ability to analysis(analysis customers' questionnaire request) and to thinking logically(use of logic conditions, to meet the demand of customer). {{:en:module_manual:survey:logic_conditions01.png?700|}} As shown in image above，first confirm which question need execute logic setting. Second，you may choose the logic conditions, include Meq(equal)、Mlike and Unlike. Then，we need select function action, include "Jump question、Hidden question and Hidden answer". Last，select logical destination，eg：jump to some question，hidden some options and so on. The logic diagram above is equel to： {{:en:module_manual:survey:logic_conditions02.png?700|}} <note> If you want choose several option to execute in logic conditions， you can press the "Ctrl" key and click the conditions same time. </note> You can test the logic condition is correct or not. ===== Survey Preview ===== {{:en:module_manual:survey:survey_preview01.png?700|}} Survey Preview is used to simulate the process of answering, so administrators should check followings： Check the questions and options of survey； Check the orders of question and question group； Check the logic of questions； ===== Quotation ===== Only when the "ClosedQuota" is "No", the "Quota" button will be appeared. {{:en:module_manual:survey:quotation01.png?700|}} The quotation is to restrict the counts of survey answered，that is to say，the agent needn't to visit the customer when the count reach to quotation. ** Survey Quotation Type **: 1.Limited by survey, question or answer. 2.Limited by information of customer. ==== Solution for Limited by Survey ==== **Quotation**:It is a maximum about survey answered. **Overflow Type**:Include Number and Percent；When the survey allows a certain quotas exceeded, the quota number counted by overflow type. **Overflow number**:The number beyond the quota allowed. When Overflow Type is Number，the total of survey=Quotation+Overflow number； When Overflow Type is Percent，the total of survey=Quotation*(1+Overflow number/100)； **Limited survey**:Controled the quota by number of survey(The default type of quota). **Limited question**:Controled the quota by number of question. **Limited answer**:Controled the quota by number of item. Click [Save] to finish the limit of survey, you can see the quota below. ==== Solution for Limited by Information of Customer ==== 问卷类型选择客户资料，参照表选择客户包对应的类型。 {{:en:module_manual:survey:quotation02.png?700|}} 当选择客户资料类型配额时，下方会出现字段设置栏，如下图 {{:en:module_manual:survey:quotation03.png?700|}} 1.你可以勾选“按所选字段的值,全部添加(即有多少种可能,便增加多少配额.)”，然后只选择字段，不填写目标值，这样系统会遍历客户资料，有多少种字段值，就会建立多少条配额。 如果需要多个字段关联建立一条配额，那么点击【增加】，会再出一行字段选择域。 2.你可以手动选择字段，然后在后方输入框填写目标值。例如选择城市字段，值填写为大连，这样你就建立一条城市=大连的配额（城市=大连的客户只作答10份）。 **同步配额**：仅限于客户资料类型的配额使用，把配额设置同步到客户资料中，保证坐席仅获取符合配额的客户进行访问。 **有效剩余客户数**、**获取剩余客户数**：配合客户资料类型配额使用，用于查看每种客户资料配额下还有多少客户，提醒管理员及时上传相应数据。 **搜索区域**：当配额数目较多时，用于筛选完成或未完成配额以供查看。 **导出配额**：点击导出按钮，填写导出执行时间，将问卷下所有配额设置写入excel中，供管理者查看。 导出任务建立后，系统会告知你一个任务编号即文件名，凭此文件名到呼叫中心高级管理模块下导出文件管理页面进行下载。 <note tip> How to answer the survey，please refer to：Agents' platform in module_manual </note> **客户资料类型配额的设置方法** 问卷类型选择客户资料，参照表选择客户包对应的类型。 {{:en:module_manual:survey:问卷管理-14.jpg?768|}} 当选择客户资料类型配额时，下方会出现字段设置栏，如下图 {{:en:module_manual:survey:问卷管理-15.jpg}} 1.你可以勾选“按所选字段的值,全部添加(即有多少种可能,便增加多少配额.)”，然后只选择字段，不填写目标值，这样系统会遍历客户资料，有多少种字段值，就会建立多少条配额。 如果需要多个字段关联建立一条配额，那么点击【增加】，会再出一行字段选择域。 2.你可以手动选择字段，然后在后方输入框填写目标值。例如选择城市字段，值填写为大连，这样你就建立一条城市=大连的配额（城市=大连的客户只作答10份）。 **同步配额**：仅限于客户资料类型的配额使用，把配额设置同步到客户资料中，保证坐席仅获取符合配额的客户进行访问。 **有效剩余客户数**、**获取剩余客户数**：配合客户资料类型配额使用，用于查看每种客户资料配额下还有多少客户，提醒管理员及时上传相应数据。 **搜索区域**：当配额数目较多时，用于筛选完成或未完成配额以供查看。 **导出配额**：点击导出按钮，填写导出执行时间，将问卷下所有配额设置写入excel中，供管理者查看。 导出任务建立后，系统会告知你一个任务编号即文件名，凭此文件名到呼叫中心高级管理模块下导出文件管理页面进行下载。 <note tip>关于坐席如何作答问卷，请参照模块使用说明下坐席平台说明。</note>