Rate call quality and provide feedback on improvements

Enabled for	Public preview	Early access	General availability
Users, automatically	-	Feb 5, 2024	Apr 1, 2024

Business value

After a set percentage of calls, agents automatically get a survey to give feedback on call quality. This feedback helps you find and fix issues that affect the customer experience. By addressing these issues, you improve call quality, increase customer satisfaction, and boost your business performance.

Feature details

The end-of-call rating feature enables agents to:

• Leave a star rating at the end of a configurable percentage of calls, where 5 is excellent, 4 is good, 3 is okay, 2 is poor, and 1 is bad.
• Share feedback on what could be better for ratings of 4 and lower.
• Admins can configure the rating to appear after every one call to 100 calls and set a specific time period to run the survey.

Geographic areas

Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.

Language availability

Visit the Explore Feature Language report for information on this feature's availability.

Additional resources

Configure agent call quality feedback survey (docs)