After call survey overview

To review the quality for the incoming calls on a waiting queue, Accolades can run after call surveys. Using this procedure Accolades will dial the caller id for a finished call and will ask one or more questions (using prerecorded audio files). Accolades will store the answers given by the caller using the keypad.

As an example, a question can refer to the quality of the call: "How do you rate the information provided by the agent, using a scale from 1 to 5 where 1 means not useful and 5 means very useful. Please press the corresponding key on the keypad." After that, Accolades can generate reports based on the answers received by the server using the Call Center module, Reports option.

The management for the surveys is performed from the info page of a waiting queue, using the After-call survey tab.