Rate call quality and provide feedback on improvements
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Feb 5, 2024 |
Apr 1, 2024 |
Business value
Agents will receive a survey to provide feedback on call quality automatically after a configurable percentage of calls. This mechanism empowers you to identify and rectify any issues affecting the customer experience that might be overlooked by traditional service metrics. By addressing potential pain points promptly, you can elevate call quality, bolster customer satisfaction, and enhance your overall business performance.
Feature details
The end-of-call rating will enable agents to:
- Leave a star rating at the end of a configurable percentage of calls, where 5 is considered excellent, 4 is good, 3 is okay, 2 is poor, and 1 is bad.
- Share what could have been better for ratings of 4 and below.
- Admins can choose to configure this rating to show up after every 1 call to 100 calls and run this survey for a specific time period.
