Reviewing Agent Calls (Call Reviews)

Used in these workflows

• Review Agent Calls

• What it is: This section allows you to review and rate your agents' calls to provide feedback and ensure quality.
• How to Add a Call Rating:
  1. Navigate to Call Reviews in the main sidebar.
  2. Find the call you want to review and open the rating pop-up.
  3. Fill in the Call Rating form, including the Call Type, Call Tags, a Rate (from 0-10), and a Comment.
  4. Click Submit to save the review.

Listen to Recordings Daily

It's a great practice to listen to a few call recordings each day to stay in touch with your team's performance. You can listen to recordings from the Call History tab in any lead's profile.

Figure: Lead Call Reviews