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The Post Call Quality Rating feature enables agents to rate the audio quality of a call directly in ContactPad using a five point opinion score:

• Bad (1)

• Poor (2)

• Fair (3)

• Good (4)

• Excellent (5)

Each score is represented by a respective facial expression emoticon.

Opinion scores in Dashboards

Based on opinion scores given, a Mean Opinion Score (MOS) can be calculated and presented in Dashboards for each account, agent, interaction or location, for example. A MOS uses opinion scores as a calculation unit, but is always expressed as a decimal number, with one digit to the right of the decimal point. MOS uses the following ratings:

• 1.0-2.6: Not recommended

• 2.6-3.1: Nearly all users dissatisfied

• 3.1-3.6: Many users dissatisfied

• 3.6-4.0: Some users satisfied

• 4.0-4.3: Satisfied

• 4.3-5.0: Very satisfied

For more information, see Viewing call ratings in Real-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 state.

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The agent can choose whether to click the button and rate the call.

Mandatory call quality rating

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 state, the Rate Call screen appears automatically. The agent stays in Wrap Up state until they select a score and click Confirm. The Cancel button is not available.

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For information about configuring post call quality rating, see Configuring post call quality rating.
For more information, see Rating call quality in ContactPad.