If the Post Call Quality Rating feature is enabled, you can set the percentage of calls that need to be rated for an account. For information about the Post Call Quality Rating feature, see Post Call Quality Rating in ContactPad.
How do I enable the Post Call Quality Rating feature?
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You can override this configuration by enabling a custom Mandatory Call Rating Frequency for individual agents in User Admin. For more information, see Configuring individual users. |
Examples
Setting the value to 0 means rating calls is optional. Each agent can decide whether they want to rate a call. If they decide to do so, they can click the Rate Call button in ContactPad and select an opinion score. For information about optional call rating, see Optional call rating in Post Call Quality Rating in ContactPad.
Setting the value to 50 means 50% of calls need to be rated in an account. VCC randomly selects 50% of calls an agent makes for mandatory rating.
Setting the value to 100 means rating all calls is mandatory in an account. Agents cannot click the Rate Call button in ContactPad. Instead the Rate Call screen automatically appears whenever an agents goes into the Wrap Up state after a call is finished. The agent stays in Wrap Up state until they select an opinion score and click Confirm. For information about optional call rating, see Mandatory call rating in Post Call Quality Rating in ContactPad.