If the Post Call Quality Rating feature is enabled in the Account Feature Control section in the System Configuration (Account Settings) area of Vonage Contact Center, you can set the percentage of calls that need to be rated for an account.
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You can set the percentage of calls that agents need to rate for an account. You can either make post call quality rating mandatory for all calls, or optional, requiring only a certain percentage of calls to be rated. To set the percentage of calls to be rated, perform the following steps:
Log in to the VCC Admin Portal and go to System Configuration (within Account Settings). Configuration appears. For information about on accessing System Settings Configuration, see Editing Configuration (Account Settings). If enabled for your account, you can set the percentage of calls to be rated in the Post Call Rating section.
Info If the check box next to the Post Call Rating feature in the Account Feature Control section is not selected, setting the percentage value in the Post Call Rating section does not have any effect.
- In the Post Call Rating section, type a value in the Rate Call Frequency (0-100%) field. This is the percentage of calls that VCC requires agents to rate in the account.
- Click Update to save your settings.
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