Enable Engagement Quality Metrics

Configure Oracle Live Experience to request feedback from your customers about the quality of the engagement they just experienced.

This valuable set of data is collected and made available in the generated engagement reports. Data is also saved with details of each engagement, allowing you to search for engagements using the feedback ratings (Excellent, Good, Bad) as search filters. See Search for Engagement Details and Recordings.

1. From the Admin Console navigation menu, select Applications.
2. Select your application.
3. Select the Engagement Quality tab.
4. Use the controls on the tab to select whether quality feedback is enabled, and if so, for what percentage of engagements.

Results:

When enabled, a quality feedback question is presented to your customer when the engagement ends.