{"id":8856,"date":"2026-03-23T16:29:02","date_gmt":"2026-03-23T16:29:02","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=8856"},"modified":"2026-03-23T16:29:44","modified_gmt":"2026-03-23T16:29:44","slug":"queue-evaluation","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/call-center\/call-center-v-1-x-x\/applications\/queue-evaluation\/","title":{"rendered":"Queue Evaluation"},"content":{"rendered":"<p><strong>Queue Evaluation<\/strong> is used to assess handled queue calls using evaluation levels. It enables supervisors and quality management teams to review agent performance, measure service quality, and apply consistent evaluation standards across queue interactions.<\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Prerequisite Configuration<\/strong><\/p>\n\n\n\n<p>Before Queue Evaluation can be used, an <a href=\"https:\/\/wiki.xontel.com\/ar\/documentation\/pbx\/pbx-v-1-x-x\/pbx\/call-features\/ivr\/\" data-type=\"page\" data-id=\"17\"><strong>IVR<\/strong> <\/a>must be created and configured to collect the caller\u2019s evaluation input after the queue call ends.<\/p>\n\n\n\n<p>The IVR configuration must include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The <strong>Evaluation<\/strong> option enabled<\/li>\n\n\n\n<li><strong>Configured digits<\/strong> that callers will press to submit an evaluation<\/li>\n<\/ul>\n\n\n\n<p>Enabling the <strong>Evaluation<\/strong> option allows the IVR to be used as part of the queue evaluation flow. Without this configuration, callers will not be able to submit evaluation scores.<\/p>\n\n\n\n<p><\/p>","protected":false},"author":1,"featured_media":0,"parent":5045,"menu_order":15,"template":"","manualdocumentationcategory":[16],"manual_doc_tag":[],"class_list":["post-8856","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-doc-demo-articles"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/8856","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":2,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/8856\/revisions"}],"predecessor-version":[{"id":8859,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/8856\/revisions\/8859"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/5045"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=8856"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=8856"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=8856"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}