{"id":6193,"date":"2026-04-09T15:57:52","date_gmt":"2026-04-09T13:57:52","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=6193"},"modified":"2026-04-09T15:57:52","modified_gmt":"2026-04-09T13:57:52","slug":"surveys-use-them","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/surveys-use-them\/","title":{"rendered":"Surveys &#8211; Use them"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"400\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/05\/Smart-licence-needed-2-1.png\" alt=\"L\u2019attribut alt de cette image est vide, son nom de fichier est Smart-licence-needed-2.png.\" class=\"wp-image-5048\" style=\"width:250px\"\/><\/figure>\n\n\n\n<p id=\"block-45fa2c4e-9849-4988-985b-4d215bd1e3c6\">[<em>Reading time: 4 minutes<\/em>]<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Overview<\/h2>\n\n\n\n<p>The <strong>Surveys<\/strong> module is part of the Quality Management features in the Banner. It allows you to collect structured feedback from customers during or after an interaction, using automated questionnaires.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"764\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2-1024x764.png\" alt=\"\" class=\"wp-image-6249\" style=\"width:auto;height:450px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2-1024x764.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2-300x224.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2-768x573.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2-50x37.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2-1536x1146.png 1536w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2-60x45.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2-100x75.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/03\/undraw_control-panel_s0j2.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Surveys support two question types: <strong>digit questions<\/strong> (numeric responses from 0 to 9) and <strong>binary questions<\/strong> (yes or no). They work across <strong>voice<\/strong> (DTMF keypad or voice recognition) and <strong>messaging<\/strong> (text responses in chat) channels.<\/p>\n\n\n\n<p>Surveys are triggered automatically within smart routing flows. As an agent, you can view survey results directly from the Banner \u2014 on the dedicated survey answers screen, on interaction cards, customer contact cards, or CRM cards.<\/p>\n\n\n\n<p><em>Note: Surveys are created and configured in the Maker, and triggered through smart routing. This article focuses on viewing and understanding survey results in the Banner. For survey configuration, see <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/using-surveys\/\">Surveys (Maker)<\/a>. For smart routing configuration, see <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/what-is-a-smart-routing\/\">Smart routing<\/a>.<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. Prerequisites<\/h2>\n\n\n\n<p>To access survey answers in the Banner, the following conditions must be met:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Smart licence<\/strong> \u2014 surveys require the Smart licence<\/li>\n\n\n\n<li><strong>Access Survey<\/strong>s \u2014 the permission must be set to Yes on your active profile<\/li>\n\n\n\n<li>At least one <strong>survey<\/strong> must be associated with your active profile<\/li>\n<\/ul>\n\n\n\n<p>If no survey is associated with your profile, the survey answers screen will return empty results.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. How surveys work<\/h2>\n\n\n\n<p>Surveys are triggered automatically during an interaction, as part of a <strong>smart routing<\/strong>. When the routing reaches a survey step, the system presents questions to the customer and collects their responses.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.1 Audio versions<\/h3>\n\n\n\n<p>For audio versions, two input methods are available (configured per question):<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Numeric keys <\/strong>\u2014 the customer responds by pressing keys on their phone keypad<\/li>\n\n\n\n<li><strong>Speech recognition (ASR)<\/strong> \u2014 the customer responds by speaking, and their answer is transcribed automatically<\/li>\n<\/ul>\n\n\n\n<p>Questions are played to the customer either as <strong>text-to-speech (TTS)<\/strong> or using a <strong>pre-recorded sound file<\/strong>.<\/p>\n\n\n\n<p>If the customer does not respond within the configured timeout, or presses a skip key, the question is skipped and the survey moves to the next question. Questions can also be repeated if the customer presses the configured repeat key.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.2 Text versions<\/h3>\n\n\n\n<p>For text versions, the question text is sent as a chat message. The customer replies by typing their answer:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>For <strong>digit questions<\/strong>: a number between 0 and 9<\/li>\n\n\n\n<li>For <strong>binary questions<\/strong>: &#8220;yes&#8221; or &#8220;no&#8221; (supported in French, English, German, Spanish, and Portuguese)<\/li>\n<\/ul>\n\n\n\n<p>If the customer sends an invalid response, an error message is displayed and the question is asked again. If the maximum number of retries is reached, the question is skipped automatically.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2.3 Survey completion<\/h3>\n\n\n\n<p>A survey is marked as <strong>completed<\/strong> when the customer reaches the last question in the tree (a terminal node with no further branches). If the interaction ends before the survey is finished, the answers collected so far are saved as <strong>incomplete<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3. Viewing survey answers<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">3.1 Where to find them<\/h3>\n\n\n\n<p>Survey answers are accessible from multiple locations in the Banner:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Survey answers module <\/strong>\u2014 a dedicated screen listing all survey answers you have access to.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"335\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-150911-1024x335.png\" alt=\"\" class=\"wp-image-6328\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-150911-1024x335.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-150911-300x98.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-150911-768x251.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-150911-50x16.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-150911-60x20.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-150911-100x33.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-150911.png 1466w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Interaction history <\/strong>\u2014 view survey answers linked to a specific interaction.<\/li>\n\n\n\n<li><strong>CRM card<\/strong> \u2014 view survey answers for all interactions linked to a CRM card.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">3.2 Access and visibility<\/h3>\n\n\n\n<p>The surveys you can see depend on your profile configuration:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You can only view answers for <strong>surveys associated with your active profile<\/strong>.<\/li>\n\n\n\n<li>You can only view answers for the <strong>flows<\/strong> (voice, messaging) that you have access to.<\/li>\n\n\n\n<li>Answers are also filtered by the <strong>smart routings <\/strong>linked to your profile&#8217;s surveys<\/li>\n<\/ul>\n\n\n\n<p>If you switch your active profile, the visible survey answers may change accordingly.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.3 Filters<\/h3>\n\n\n\n<p>You can refine the survey answers list using the following filters:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Survey<\/strong> \u2014 filter by survey name.<\/li>\n\n\n\n<li><strong>Smart routing<\/strong> \u2014 filter by associated smart routing.<\/li>\n\n\n\n<li><strong>Flow<\/strong> <strong>type <\/strong>\u2014 filter by voice or messaging.<\/li>\n\n\n\n<li><strong>Interaction IDs <\/strong>\u2014 you can find it in the interaction history module, for example.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">3.4 Answer details<\/h3>\n\n\n\n<p>Click on a survey answer to view its full details, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The <strong>survey name<\/strong> and associated <strong>smart routing.<\/strong><\/li>\n\n\n\n<li>The <strong>interaction flow<\/strong> (voice or messaging).<\/li>\n\n\n\n<li>Whether the survey was <strong>completed<\/strong> or not.<\/li>\n\n\n\n<li>Each <strong>question<\/strong> with the customer&#8217;s response.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"387\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-151024-1024x387.png\" alt=\"\" class=\"wp-image-6329\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-151024-1024x387.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-151024-300x113.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-151024-768x290.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-151024-50x19.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-151024-60x23.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-151024-100x38.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/04\/Capture-decran-2026-04-03-151024.png 1236w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">4. Understanding question types<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">4.1 Digit questions<\/h3>\n\n\n\n<p>Digit questions allow customers to respond with a number from <strong>0 to 9<\/strong>. They are typically used for satisfaction scores or rating scales.<\/p>\n\n\n\n<p>In the answer details, the response is displayed as a numeric value.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4.2 Binary questions<\/h3>\n\n\n\n<p>Binary questions allow customers to respond with <strong>yes<\/strong> or <strong>no<\/strong>. They are typically used for simple confirmation or approval questions.<\/p>\n\n\n\n<p>For voice interactions using DTMF, <strong>key 1<\/strong> corresponds to &#8220;yes&#8221; and <strong>key 2<\/strong> corresponds to &#8220;no&#8221;.<\/p>\n\n\n\n<p>In the answer details, the response is displayed as a boolean value (yes\/no).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5. Survey answers and reporting<\/h2>\n\n\n\n<p>Survey answers are stored and available for advanced analysis in the <strong>Reporter<\/strong> module. When creating a data source of type <strong>Survey<\/strong>, the Reporter dynamically generates one column per question in the selected survey, allowing you to build detailed reports and dashboards on customer feedback.<\/p>\n\n\n\n<p>For more information on creating data sources and reports, see <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/reporter-an-overview\/\">Reporter: an overview<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>[Reading time: 4 minutes] Overview The Surveys module is part of the Quality Management features in the Banner. It allows you to collect structured feedback from customers during or after an interaction, using automated questionnaires. Surveys support two question types: digit questions (numeric responses from 0 to 9) and binary&#8230;<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[],"ht-kb-tag":[],"class_list":["post-6193","ht_kb","type-ht_kb","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6193","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=6193"}],"version-history":[{"count":7,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6193\/revisions"}],"predecessor-version":[{"id":6332,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6193\/revisions\/6332"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=6193"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=6193"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=6193"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}