Operator evaluation

Quality scores lets to know how operators work and what clients think about your service or product. 

How to create rating

1. Click on the section Settings > Quality scores.
2. Write rating name.
3. Activate checkbox (rating is active).
4. Choose tags of clients, which will cause this rating to appear. If you keep this field empty, all clients will receive this rating.
5. Choose tags of clients which will be a stop-sign to send a survey. 
6. Choose the channel for survey.
7. Choose the messenger where the poll will work. You can use this filter to form different evaluation texts for different messengers.
8. Write a text for rating.
9. Save your rating.

How to create rating scores

1. Choose rating.
2. Click on the Create score button .
3. Write name for your score.
4. Write your score.
5. Write possible values of this score (for example, 4+, 4- and etc.).
6. Write the message which a client will receive after voting.
7. Assign tag for a client request.
8. Save your score.

Additional settings

1. Limit pop up messages to rate the operator no more than every 12 hours.
2. If the option Hidden from operators is on, operators won’t see scores.
3. If the option Show average score per day to chat operator is on, operators will see their average scores per day.

   

How to send quality survey/rating to clients

The following conditions must be met for a customer to receive an offer to evaluate an operator's performance:

1. The chat must be answered by the operator – auto-answers, self-service menus, chatbots and answer bots do not trigger an evaluation;
2. The chat must be closed after the operator's response. The operator to whom the chat has been assigned at the time the customer evaluates an operator's performance will receive the score.

   

3. Send polls and voting to customers based on the parameters of the selected rating (tags and channels) if necessary. Sending will be done in private client chats.