> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/building-your-callflow/quality-monitoring.md).

# Configure post-call quality monitoring

Enable and configure post-call quality questions so callers can rate the conversation experience.

Quality monitoring, also called agent rating or quality rating, lets callers rate a conversation after the agent disconnects.

## Prerequisites

Before you enable quality monitoring, make sure:

* you know whether the contact center needs inbound-only feedback or intercepted outbound feedback as well
* the rating scale is defined
* any reusable audio prompts needed for the survey are already available

## Enable the feature

Configure these main settings:

| Setting                                | Purpose                                                             | Default |
| -------------------------------------- | ------------------------------------------------------------------- | ------- |
| `UseQualityMonitor`                    | Enables quality monitoring for inbound audio conversations          | `false` |
| `QualityMonitorNoChoiceTimeOut`        | Controls how long the platform waits for a response                 | `60`    |
| `UseQualityMonitorWithOutboundDefault` | Enables quality monitoring after intercepted outbound conversations | `false` |

{% hint style="warning" %}
Outbound quality monitoring applies to intercepted outbound calls, not to general dialer calls.
{% endhint %}

## Create quality-monitoring questions

Each quality question can define spoken prompts, rating boundaries, media, and playback order.

| Field          | Use                                                             |
| -------------- | --------------------------------------------------------------- |
| `Welcome`      | Spoken question or introduction                                 |
| `GoodBye`      | Spoken confirmation after the response                          |
| `ValueStart`   | Lowest allowed rating value                                     |
| `ValueEnd`     | Highest allowed rating value                                    |
| `WelcomeAudio` | Audio-file alternative for the question                         |
| `GoodByeAudio` | Audio-file alternative for the closing message                  |
| `Modality`     | Interaction modality. This procedure covers audio conversations |
| `Order`        | Sequence when multiple questions are configured                 |
| `Plugin Name`  | Optional plugin handler instead of built-in quality monitoring  |

Add multiple questions and set their playback order when the caller needs to rate several aspects of the same conversation.

## Flow and reporting

The quality-monitoring flow happens after the agent disconnects. Store and review the captured scores in the administration or analytics surfaces available in your deployment rather than assuming one fixed reporting destination.

Where multiple reporting or dashboard surfaces exist, confirm with your deployment owner which one is the operational source of truth.

## Management pattern

Create, edit, or remove questions in the quality-monitoring list.

## Verification

After enabling quality monitoring:

1. Place a test call that completes the survey.
2. Confirm the survey plays after the agent disconnects.
3. Confirm the recorded score is visible in the reporting or analytics surface used by your deployment.
4. If outbound quality monitoring is enabled, test one intercepted outbound call separately.


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