IVR call rating lets requestors leave feedback on an interpretation session over IVR by completing a short survey after the interpreter disconnects. LSC Administrators can turn it on for the whole organization or override it for a single account.
Note: This setting is off by default.
How a requestor rates a call
After the interpreter disconnects, the IVR asks the requestor to rate the call on a scale from 1 (lowest) to 5 (highest).
After rating, the requestor has 30 seconds to leave spoken feedback. Boostlingo transcribes this feedback to text in the call log.
View call ratings
You can view call ratings in the call log. If the requestor left spoken feedback, hover over the speech icon to see the transcription.
Turn on IVR call rating
As an LSC Administrator, you can turn IVR call rating on for your whole organization or override it for a single account.
For your organization (system level)
Navigate to Configuration>Accounts and select "Edit".
Toggle "IVR Call Rating" on, then select "Save".
For a single account (account level)
Navigate to Members>Accounts and select the account.
In the account details panel, find the section for feature overrides and update "IVR Call Rating".
[Screenshot: IVR Call Rating setting in the account's feature-override section]
[Reviewer note] Confirm the exact label for the per-account feature-override section in the Account details panel. Legacy called it the "Features tab" but bds-navigation.md doesn't name this section explicitly.
Next steps and getting more help
If ratings or feedback transcriptions aren't appearing in the call log, contact Boostlingo Support with the Call ID and a screenshot of the log. If you're not sure how to reach Support, contact your Account Manager.