Omnichannel for Customer Service – Call Quality Surveys
Omnichannel for Customer Service now has a new feature that allows agents to provide feedback on call quality. To enable this feature, administrators need to configure the frequency of survey requests and when they should operate in the Customer Service Admin Center. Agents will be prompted to rate the call quality after each call, and if they give anything less than a 5-star rating, they will be asked to provide comments on why the call quality was poor. The data collected from these surveys can be viewed in Azure Application Insights, where administrators can run queries to analyze call ratings and issues. This feature provides a way to collect meaningful metrics to quantify the quality of customer service.
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