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The Post Call Quality Rating feature is not compatible with the enforced disposition codes and Call Interaction 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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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:
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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.
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 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. |
For information about configuring post call quality rating, see Configuring post call quality rating.
For more information, see Rating call quality in ContactPad.