Once the conversation has been terminated by the agent or due to inactivity, the customer will be informed that he/she can consult AgentBot again and will be asked to rate the solution received by the agent(s) who participated.
The feedback is configured in advance by whoever has the role of administrator, supervisor or agent supervisor within your team.
Learn about the types of feedback to measure customer satisfaction in Live and how to configure feedback when creating your focus groups.
If the conversation is closed by the user, closing the window or exiting the page will not show the feedback option.
By default, feedback will be available for 20 hours, both for Web and other channels (such as Facebook and WhatsApp). After this period, feedback will not be counted.
The usual operation to evaluate attention does not change when a video call occurs within the conversation, the option to do so will remain at the end of the chat.