Based on your business requirements, you can choose to enable this feature. After enabling satisfaction evaluation, the system will prompt users for feedback on service satisfaction post-hang-up and include it in agent statistics and call statistics reports.

1. Enable Satisfaction Evaluation

Steps:

Turn on the satisfaction switch.

After turning on the satisfaction switch, a satisfaction survey will automatically be sent to users after the agent call ends. Users can complete the satisfaction survey by following the prompts and pressing keys.

The default template language for satisfaction is English (United States). If you wish to use templates in other regions/languages, custom content is required.

Default template：

2. Customize satisfaction survey

a. Create your satisfaction survey IVR

b. Build your satisfaction flow

You can set up the satisfaction flow as per your requirements. For example, you have created three nodes:

1. Friendly invitation to rate the service.

2. Explain the relationship between keypress values and satisfaction.

3. Inquire if the issue has been resolved.

c. Decide when to trigger your satisfaction IVR

If your different agent groups have different customer satisfaction survey requirements, I suggest configuring it like "c.1". If your one hotline number uses a unified customer satisfaction survey, I suggest you only need to configure "c.2" or the option "a"

c.1 Select your satisfaction IVR within your agent group

After the agent hangs up the call, a customer satisfaction survey will be automatically initiated

c.2 In My number, select your customer satisfaction IVR

In My number, select your customer satisfaction IVR. If the agent group has not configured a customer satisfaction IVR, the customer satisfaction IVR configured in "My Number" will be used.

Call Center Management