Configuring post call quality rating

Owned by Helen Griffith
Last updated: May 15, 2023

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?

In the Account Feature Control section in the Configuration (Account Settings) area of Vonage Contact Center, click to select ContactPad - users can rate the quality of their calls. If this setting is not available, contact your account manager for help.

How do I set the post call quality rating percentage for an account?

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:

  1. Log in to the VCC Admin Portal and go to Configuration (within Account Settings). Configuration appears. For information on accessing 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.

    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.

  2. 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.
  3. Click Update to save your settings.

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.

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