Call quality is a key factor in delivering a strong customer experience. VoIP call quality refers to the clarity and responsiveness of voice calls made through internet packet delivery. Because data travels across the internet, multiple factors can impact this quality.

In addition to adding notes, tags, or assigning calls to teammates, you can also provide feedback on call quality directly from the Call ended view. These ratings help Aircall collect insights to better understand call performance.

The Post-call rating feature is available for both inbound and outbound calls across the desktop, web, and mobile versions of the Aircall Workspace app.

Rate a call after it ends

After a call ends, you can rate its audio quality using a five-star scale:

⭐️ Bad

⭐️⭐️ Poor

⭐️⭐️⭐️ Fair

⭐️⭐️⭐️⭐️ Good

⭐️⭐️⭐️⭐️⭐️ Excellent

image showing call ended view with rating
Note: This rating is requested only in the Call Ended view if the call duration is above 5 seconds.

Provide a reason for low ratings

If you assign a rating of three stars or fewer, you will be prompted to select a reason from a dropdown list.

Available options include:

  • Audio delay
  • The audio was breaking up
  • The background noise was too loud
  • Others couldn't hear me / I couldn't hear them
  • The call ended unexpectedly
  • There was an echo

Providing a reason helps Aircall better identify and address call quality issues.

Learn more

If you want to learn more about call quality notifications, please see Understanding real-time call quality notifications in Aircall.