Queue Evaluation 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.
Prerequisite Configuration
Before Queue Evaluation can be used, an IVR must be created and configured to collect the caller’s evaluation input after the queue call ends.
The IVR configuration must include:
- The Evaluation option enabled
- Configured digits that callers will press to submit an evaluation
Enabling the Evaluation 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.