--- title: "Post Call Rating" slug: "use-case-post-call-rating" description: "Allow contacts to provide feedback about an inbound call by asking them to participate in a survey." tags: ["call rating", "feedback", "Inbound", "queue", "supervisor", "survey"] updated: 2025-12-24T14:27:55Z published: 2025-12-24T14:27:55Z canonical: "docs.voiso.com/use-case-post-call-rating" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Post Call Rating **Who should read this article**: Administrators, Supervisors Allow contacts to provide feedback about an inbound or outbound Dialer campaign call by asking them to participate in a survey. ## Use Case: Obtaining post call feedback Feedback from your contacts about the service your agents are delivering gives you insight into how well your team is doing. A lot of Supervisor time can be taken up listening to call recordings, reading call transcripts, or monitoring calls. This effort means that there can be a delay in finding issues with the service in your contact center. Another benefit of using the Post Call Rating feature is that agents are motivated to perform at their best if they are aware that their contacts are rating their service. The Voiso Post Call Rating feature enables your contacts to quickly and easily rate your service. If there are problems, the survey results find them faster for you than traditional post call analysis. Post call ratings are stored in the Call Detail Record ([CDR](/v1/docs/reporting-cdr)) for each call and can be quickly retrieved by filtering the CDR by **Call Score**. ![Post Call Rating CDR Filters](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Post%20Call%20Rating%20CDR%20Filters.png) You can choose to filter by **All scores**, a specific score, or **No score**. Calls with no score are those where a contact did not participate in the survey, failed to select a number, or selected a number other than 1 through 5. Filter by **1** to find all the lowest-rated calls. Filter by **5** to find all the top-rated calls. Download a call rating report from the CDR by selecting **Export CSV**. Each one of your queues can have customized Post Call Rating recordings. Enable Post Call Rating on a queue, then specify greeting and reminder recordings for each queue from your [media library](/v1/docs/administration-media) in any language you choose. ## Post Call Rating call flow The following is an example of how the Post Call Rating feature works during a call when it is enabled on an inbound queue or a Dialer campaign: 1. A contact dials your contact center and is routed to the queue with Post Call Rating enabled, or an outbound Dialer campaign connects a call with a contact. 2. The **Prior announcement for inbound calls** audio message is played to the contact asking them to participate in a survey after the call ends. 3. The call is connected to an agent. 4. The agent handles the call and then ends the call. 5. The **Post call announcement** audio message is played to the contact instructing them to press a number between 1 and 5 on their phone to rate the service provided, where 1 is the lowest rating and 5 is the highest. 6. The contact presses a number. The number is recorded in the Call Detail Record (CDR). 7. The **After survey announcement** audio message is played and the system automatically ends the call. Note - If the contact makes no selection in 5 seconds, the **Post call announcement** is played again. If the contact makes no selection in 5 seconds, the call times out and the system ends the call and records no score. - If the contact makes an incorrect selection, the system ends the call and records no score. ## Enabling Post Call Rating Ask your Voiso account manager about activating Post Call Rating for your contact center. Once enabled, you can enable the Post Call Rating feature for any [queue](/v1/docs/inbound-queues#post-call-rating) or outbound [outbound Dialer campaign](/v1/docs/outbound-dialer-adding-a-new-campaign). In a contact center, the person responsible for leading, monitoring, and training a team of agents. Voiso maintains a Call Detail Record (CDR) of every interaction. Each includes information about the interaction that you can use to analyze the performance of your contact center, your agents, and your routing strategies. Unlike many other contact center applications, the Voiso CDR also includes a recording and/or transcript of each interaction, enabling you to access even more information about each interaction. See Call Detail Record. Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute. ## Related - [Queues](/inbound-queues.md) - [Supervisor Guide](/supervisor-workflows.md) - [Call Detail Records overview](/reporting-cdr.md) - [Media](/administration-media.md)