Omnichannel for Customer Service – Call Quality Surveys

Dynamics 365 Customer Service

The blog article discusses a new feature in Omnichannel for Customer Service that allows the collection of feedback from agents on call quality.
To enable the surveys, some setup is required, starting with configuring the frequency and operation of survey requests in the Voice call experiences option in the Customer Service Admin Center.
The article suggests setting the frequency of survey requests to a realistic number, such as every 10 calls, to avoid overwhelming agents in a production environment.
Additionally, the survey can be enabled for a specific date period if desired.
The next step is to configure diagnostics in Azure Application Insights by adding a diagnostic setting and selecting the "Call Survey Logs" to be recorded and sent to a Log Analytics workspace.
After agents complete calls, they will be prompted to provide a star rating for the call quality and comment on any issues if a rating lower than 5 stars is given.
Admins can then run queries in Azure to view the application insights and access various reports on call ratings and issues, such as overall call ratings and audio issues.
The article concludes by highlighting the potential of this feature to collect meaningful metrics and quantify the quality of service provided.

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