Open Channels: Quality Assessment

In Bitrix24, you can configure quality assessment for each open channel.

Check if this option is available on your plan. You can find all the information about Bitrix24 plans on the pricing page.

Open the Contact Center page and select a social network or a messenger.

Click the Configure button.

Open the Quality Assessment tab.

Agent performance can be rated by clients and by supervisor.

Rated by client

Enable the Ask a client to rate agent performance option when configuring an open channel.

There are two types of rating requests:

  1. Graphic type of rating requests is used in Live Chat and Bitrix24.Network.

  2. Text type of rating requests is used in other communication channels.

When the client rates a conversation with the employee, he/she will get the following notification:

You can view client and supervisor ratings in the Conversations section.

Rated by supervisor

Supervisors can also rate conversations.

There are three ways a supervisor can rate conversations:

  • In the Conversations section.

    Supervisor rating
  • In the message history.

  • In the chat window.

    Supervisor rating
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