Rating the Operators in SAS Flex

Call ratings allow you to let us know how the operators handled your call with a few clicks. We use this information to fine tune your answering service experience and maximize our efficiency and value to your business. In this article we'll show you how to listen to and rate your calls.

From the main Calls page, click on the call you wish to review. This will bring you to the Call Details page of that specific call.

On the next page, in the center of the screen, you will see the Write a Review section above the Call Recording section.

To rate your call, you'll see three categories to rate the operators performance on. This includes the Overall Rating, the Tone, and their Professionalism. In addition, you'll have a place to add your thoughts about the interaction.

When you are finished, click the Write a review button. A pop-up will appear that provides more insight into call ratings and reminds users not to use the Call Rating feature to request script changes. After reading the alert, click Post review.

Users can have anywhere from 1-10 open ratings. Any further attempts to rate calls will result in a notification until our QA team can review and resolve the current ratings.

If a Review by SAS has been completed on a specific call, you will see a Viewed by SAS banner above the call rating as well as any feedback the QA team member has left.

If the error is egregious and requires a formal grade, you'll see an Internal Review listed directly underneath your own review within the Call Details. To view the full report, click Download.