Call quality is a primary factor in delivering a great customer experience. VoIP call quality is the clarity and responsiveness of voice calls made through internet packet delivery. Many factors have a bearing on VoIP quality because of the nature of data delivery via the internet.

Besides having the options to add notes, tags, or assign the call to a teammate, you are also able to provide feedback about the quality of your call in the Call ended view. Rating the quality of your call will help us to gather more details about each call.

On the Aircall Phone, you can assign a rating to both inbound and outbound calls whether you are on desktop, web, or mobile apps.

The Post Call quality rating feature enables you to rate the audio quality of your call using a five-star score:

  • ⭐️ - Bad

  • ⭐️⭐️ - Poor

  • ⭐️⭐️⭐️ - Fair

  • ⭐️⭐️⭐️⭐️ - Good

  • ⭐️⭐️⭐️⭐️⭐️ - Excellent

⚠️ Please note that this rating is requested only in the Call Ended view if the call duration is above 5 seconds.

If the rating is equal to or below three, you will see a drop-down list where you need to select one reason for the rating.

There are six reasons to choose from :

  • Audio delay

  • The audio was breaking up

  • The background noise was too loud

  • Others couldn't hear me/ I couldn't hear them

  • The call ended unexpectedly

  • There was an echo

📚 Learn more about call quality notifications and poor call quality reasons.

Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!

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