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:

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.

  

• In the message history.

  

• In the chat window.