Home 3CX Edition Features Agent Assessment Application

Agent Assessment Application

Agent Assessment Application

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Product Highlights

Customers can rate the service they have received from from Call Centre agents  
Name Part number SKU 3CX s/w
Agent Assessment SL-XF-CFAAA-1.0  FSN-3CX-AA-1.0 V18
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Overview

  • 3CX PBX may be setup to provide call centre functionality through the configuration of PBX based queues and IVR services.
  • After a service call, the customer may rate the service received from the Call Centre agent.
  • A periodic, email based report is provided.

Functional Brief

  • After completion of a customer service call, the agent transfers the client to a pre-set service number.
  • The client will receive an audio prompt and is requested to rate the service on a scale, for example 0 - poor, 1 - satisfactory, 2 - Excellent.
  • The voice prompt and rating scale are configurable upon installation.
  • The client may enter the service rating they received by keypad (DTMF) input on their phone terminal.
  • After a prescribed period, a spreadsheet based report is emailed to the designated service manager.