Call Quality Feedback

The Call Quality Feedback feature gives your agents the option to rate the quality of a call when it ends, directly from the Conversations Wrap-Up screen. 

Enabling/Disabling Call Quality Feedback for the Account

To enable the Call Quality Feedback feature for the whole account, please follow these steps:

  • First, make sure that the wrap-up settings are enabled for the role(s) and the type of call (inbound and/or outbound) from which you want to collect feedback.
  • Next, go to the Admin app, and:

1. Click on the Preferences tab [1].

2. Scroll down to the “Call Settings” section [2].

3. In Call Quality Feedback” [3], click on the toggle to switch it to the ON position (right).

4. Click Save [4].


Notes:

  • When the feature is enabled, it will not be mandatory to rate the quality of the calls, however, if you wish to disable it for the whole account, click on the toggle to switch it to the OFF position (left):

Call_Quality_Feedback_-_Admin_-_Preferences_2.png

  • Whether you are enabling or disabling the feature, in order for the change to take effect, all agents under the account need to log out and log back into Talkdesk.

Enabling the setting will display a 1-to-5-star rating option in Conversations when the call ends. Learn more here.

 

Enabling/Disabling Call Quality Feedback for Specific Agents

Instead of enabling the feature for the whole account, you can enable it only for specific agents.

You can do this by applying a bulk action to a group of agents

Or, you can enable the feature individually, in each agent's profile. To do it, please follow these steps:

1. Go to the Admin section.

2. Select the Agents [1] tab (US/CA accounts) or Users tab (EU accounts) tab [1].

3. Click on the agent for whom you want to enable the feature, followed by Classic settings [2] and Edit [3].

4. Scroll down to "Call Quality Feedback Settings" [4].

5. Select Yes in "Override Account Settings"[5].

6. In "Enable Call Quality Feedback", click on the toggle to switch it to ON [6].

7. Save the changes.


If you need to disable the feature for specific agents, simply follow the same steps, but click the toggle to switch it to the OFF position (left).

Note: Whether you are enabling or disabling the feature, in order for the change to take effect, the selected agents need to log out and log back into Talkdesk.

 

Call Quality Feedback in Reporting

If Call Quality Feedback is enabled, the Calls Report will display two columns:

  • Rating.
  • Rating Reason.

 

 

All Articles ""
Please sign in to submit a request.