Surveys

Clicking [Survey]→[Surveys]→[Add]，you can add a new survey，as following：

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.

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.

After finishing the survey，please click [Save] button.

Double-click the survey has been added，we can edit it，as following：

Click [Set Question Group] button，you can open the page：

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.

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”

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.

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.

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.

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.

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：

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：

At last，click [Save Option NO.] to save the order of question.

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：

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？.

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).

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：

You can test the logic condition is correct or not.

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；

Only when the “ClosedQuota” is “No”, the “Quota” button will be appeared.

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.

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.

When the type of survey quota is “information”, there are several fields below, as following：

1.You can tick “According to value of the selected field, all add (how many possibilities,increase how many quota.)“，and then, if you only use field and don't select any value, the quota will be created as many as values.

You can add fields by clicking [Add] button to create a new quota.

2.You can fill in the value of field manually. For example，”gender is male”：it means that you add a quota which the gender is “male”.

Syn. Quotation：Only in the type of information，quota will be synchronous into customer information to ensure agents' eligible operation.

Effective Resume Customers、Get RemainCustomer numbers：It is used combined with quota of information，to look over how many survey remaining, and to warn the administrator to upload the new data.

Search：It used to view quota no matter finished or not.

Export：It will export the data into EXCEL according to quota after filled the execution time，as following：

After the expoting task build，system will offer a task number，you can find the task in [Call Center]→[Shell Exports] according to task ID.

On the left menu，click [Campaign]→[Quality Control] button，you can enter the Quality Control page，as follows：

and then，you should select the campaigns and survey correspondingly，you can view the result of survey after clicking the [search] button，as follows：

First you should select the type of exporting file，then click the [export] button，and select the execution time.

Click [Call Center]→[Shell Exports]，when the Status become “Closed”，you can download the statistics file via clicking [Download] button，as follows：

Open the file，you can see the survey result statistics.