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Call Quality Control

The quality control module lets you collect post-call customer ratings, analyze service quality trends, and manage follow-up cases for low-rated calls.

How Post-Call Rating Works​

After a conversation ends, the caller can be prompted to rate the call using DTMF keypad presses on their phone. The score is linked directly to the call record and the operator who handled it.

Important

To collect ratings, you must add a "Quality rating" node to your IVR scenario. Learn more in IVR Scenarios and Publishing.

Summary Dashboard​

The main quality control page displays an overall summary for the selected period:

  1. average rating score;
  2. total number of rated calls;
  3. rating distribution by score;
  4. score trend over the selected period.

Filtering​

Available filters for analysis:

  1. Period: start and end dates (last 30 days by default).
  2. Department: filter by organizational unit.
  3. Operator: filter by a specific extension number.
  4. Queue: filter by call queue.
  5. Score: filter by a specific rating value.
  6. Recording availability: all calls, only with recording, or only without recording.
  7. Low scores only: quick filter to surface problematic calls.
  8. Text search: search by caller number or description.

Rated Calls Table​

Lists every call that received a rating. Each row displays:

  1. date and time;
  2. caller number;
  3. operator;
  4. queue;
  5. duration;
  6. score;
  7. recording availability (with inline playback).

Quality Cases​

A case is created automatically whenever a call receives a low rating, helping your team systematically review and resolve customer complaints.

Case Statuses​

  1. New: the case was created and is awaiting review.
  2. In progress: an owner has been assigned and the call is being investigated.
  3. Resolved: the issue has been addressed and a resolution comment has been added.
  4. Ignored: the case was closed without action (for example, accidental keypress or spam).

Working With a Case​

  1. Open the case from the table.
  2. Assign a responsible team member from the employee list.
  3. Listen to the call recording.
  4. Add an internal comment.
  5. Update the status to "In progress", "Resolved", or "Ignored".
  6. When resolving a case, document the actions taken in the resolution comment.

Filtering Cases​

  1. by case status;
  2. by assigned owner.
Tip

Reviewing low-score cases regularly helps uncover systemic issues such as long queue wait times, inaccurate answers, or audio quality problems.

How to Improve Call Quality​

  1. Configure rating in your IVR: place the quality rating node after the operator conversation.
  2. Review cases weekly: assign clear owners to every low-score case.
  3. Use call recordings: listen to problematic calls during team coaching sessions.
  4. Compare across operators: use statistics to spot who has the lowest average score.
  5. Track trends over time: your average score should improve or remain consistently high.
Check

If no ratings are coming in, check your IVR flow. The rating node must be placed after the conversation step and before the call hangs up.

Quality control launch checklist
  1. a "Quality rating" node is added to the IVR flow;
  2. the IVR is published and assigned to an active route;
  3. a test call with a keypad rating has been completed;
  4. case owners are assigned to review low ratings;
  5. regular review of the quality summary is scheduled.

Next, see Call Statistics and Analytics and IVR Scenarios and Publishing.