In Bitrix24, you can configure quality assessment for each open channel.
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:
Graphic type of rating requests is used in Live Chat and Bitrix24.Network.
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.
In the message history.
In the chat window.