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The Post Call Quality Rating feature is not compatible with the enforced disposition codes and Call Logging features. If you have a custom agent state Logging the call configured for your account, you cannot use the Post Call Quality Rating feature. |
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For more information, see Viewing call ratings in DashboardsReal-time Analytics.
Optional call quality rating
If optional call quality rating is enabled for your account, a Rate Call button appears on the information panel in ContactPad. It is active only when an agent has released a call and is in Wrap Up statea wrap state.
The agent can choose whether to click the button and rate the call.
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If mandatory call quality rating is enabled for your account, agents are not able to click the Rate Callbutton on the information panel in ContactPad. Instead, when an agent releases a call and enters the Wrap Up a wrap state, the Rate Call screen appears automatically. The agent stays in Wrap Up the wrap state until they select a score and click Confirm. The Cancel button is not availableThey cannot close Rate Call without clicking Confirm.
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If an agent does not go into Wrap Up a wrap state , due to the configuration of an their account, the Post Call Quality Rating feature is not available. |
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