IVR Call Rating

Requestors are able to leave feedback on an interpretation session conducted over IVR by completing a survey after the interpreter has disconnected. 

Access to this setting is Off by default. 

Rating a Call using IVR 

1. After the interpreter disconnects from the call, the IVR asks the user to rate the call on a Scale from 1 (lowest) to 5 (highest).

2. After providing an Interpretation Rating, the user will have 30 seconds to leave spoken feedback, which is transcribed to text in the call logs. 

Viewing IVR Call Ratings 

You can view Call Ratings in the call log. If spoken feedback was collected, you can hover over the speech icon to view the feedback transcription.  

Enabling IVR Call Rating

1. Navigate to Configuration -> Accounts and click on the circled Edit button.

   

2. In the pop-up, toggle On the IVR Call Rating feature and click Save.

3. 

You can also update the setting at the Account Level in the Features tab of the account viewer: