In Bitrix24, you can configure quality assessment for each open channel.
Agent performance can be rated by clients and by supervisor.
Rated by client
Activate the Ask a client to rate agent performance option when configuring an open channel (Contact center > select a social network/messenger > select an open channel > click Configure > Quality Assessment).
There are two types of rating requests:
- Graphic type of rating requests is used in Live Chat and Bitrix24.Network.
- Text type of rating requests is used in other communication channels.
After a client rates a conversation with your employee, this employee will get the corresponding notification:
You can view clients ratings in the Contact center section > Chat list.
Rated by supervisor
Supervisors can also rate conversations. This rating can be viewed in the Contact center > Chat list section.
There are three ways a supervisor can rate conversations:
- Straight in the Chat list section.
- In the message history.
- In the chat window.