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Ratings

By default, clients can rate the agent with whom they have chatted. The settings rate_operator (allows rating the agent) and show_visitor_rate_operator_button (makes the button for rating the agent visible) are responsible for this option, and they are enabled by default. If desired, support can disable them. A rating request is issued under one of the following conditions:

  • The visitor accesses the widget menu (using the button with three dots) and chooses Rate the Agent. This allows rating the current agent, even if a rating has already been given. However, if the visitor is transferred to a queue (to another agent or department), it will no longer be possible to rate the last agent.

  • The current agent has not been rated during this dialogue. In the placement settings (Buttons and Locations -> Chat Window), the option Suggest rating agent before closing chat is enabled. Also, one of the following events occurs:

    • The visitor closes the chat widget

    • The agent closes the dialogue

In the standard version, ratings range from 1 to 5 stars (the code records numbers 3 less, i.e., from -2 to 2).

Only an administrator can see the given rating (for more details on how to restrict access to various information and functions, consult this article)). The dialogue protocol states the rating in verbal form, depending on the number of stars selected: Poor, Satisfactory, Fair, Good, Excellent. If a visitor rates the same agent more than once, the protocol will only reflect the latest rating.

If an agent gets one or two stars, the system will send an appropriate email to the address you enter the field For Negative Feedback here. By default, the system sends this email immediately after the visitor gives the rating (using the parameter send_operator_rate_mail_immediately), but you can request that support sends it after the chat finally closes (send_operator_rate_mail_on_chat_close).

You can filter the dialogues displayed by rating in the history. Click All Filters and select the desired rating in the Rate column:

When filtering by rating, the system takes into account all ratings given by users, even if multiple agents participated in the dialogue and each one received a separate rating (the ratings are saved for all agents). For example, if 2 agents participated in the dialogue, with the first receiving a rating of 3 and the second a rating of 4. If you set the filter to rating 3, agent 2, the system will still find this dialogue, since the first agent received a rating of 3.

When exporting dialogues from history in text format, the system loads the agents' ratings from the Chatrate table in the Chat Platform's server database.

In the statistics, the agent reports include a column named Average Agent Rating, which displays the ratings for the agent and their arithmetic mean for the specified period: