> 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/via-sharepoint/configure-quality-monitoring.md).

# Configure quality monitoring for the SharePoint callflow

Configure post-call rating questions for the SharePoint-based callflow and review how the resulting quality scores are used.

Use quality monitoring to ask callers for a rating after a conversation and store the resulting score for later reporting or analysis.

## Before you begin

* Confirm whether the contact center needs inbound-only feedback or an additional intercepted outbound path.
* Confirm the rating scale the contact center should use.
* Confirm that any reusable audio prompts needed for the survey are already available.

## Enable the survey behavior

Keep the feature setup focused on these administrator-controlled values:

| Survey setting                   | Purpose                                                                                    |
| -------------------------------- | ------------------------------------------------------------------------------------------ |
| Enable the survey                | Turns on post-call quality monitoring                                                      |
| Response timeout                 | Defines how long the platform waits for a caller choice                                    |
| Outbound intercepted-call option | Extends the survey to the supported outbound-intercepted path when your deployment uses it |

{% hint style="warning" %}
Outbound quality monitoring applies to intercepted outbound calls, not to general dialer calls. Validate the outbound-intercepted behavior used by your deployment before enabling it.
{% endhint %}

## Configure the rating questions

Each question can define:

* a spoken or displayed welcome question
* a closing message after the caller responds
* the lowest and highest allowed rating value
* optional audio in place of spoken text
* the playback order when more than one question is configured

Use multiple questions only when the reporting owner needs separate scores for different parts of the conversation.

## Keep reporting expectations explicit

Quality-monitoring results belong in the reporting or analytics surfaces used by your deployment, including SharePoint-backed reporting where that is the active model.

Before go-live, confirm:

* where the score will be reviewed operationally
* who owns the reporting surface
* whether the reporting surface shows the score at the level the support team expects

## Manage quality-monitoring entries

1. Open the quality-monitoring settings used by the contact center.
2. Add a new question or edit an existing one.
3. Enter the rating range, prompt, optional audio, and order values.
4. Save the item.
5. Remove the item if that survey question should no longer run.

{% hint style="warning" %}
Quality-monitoring changes can affect live post-call behavior immediately. Test the caller experience before you apply changes to production traffic.
{% endhint %}

## Verification

1. Place a test call that reaches the survey.
2. Confirm the survey plays after the conversation ends.
3. Confirm the recorded score is visible in the reporting or analytics surface used by your deployment.
4. If the outbound-intercepted option is enabled, test that path separately.

## Related topics

Go to **Manage audio files** for reusable welcome or closing prompts used by the survey.

{% content-ref url="/pages/T1eKPBlhVdH7PakmuCbV" %}
[Manage audio files](/contact-center-configuration/reusable-assets-routing-objects/audio-assets/manage-audio-files.md)
{% endcontent-ref %}


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