Overview

The CloudCall Post- Call Quality Feedback feature allows you to quickly rate your call experience immediately after a call ends. Your feedback helps CloudCall proactively identify call quality issues, improve service performance, and resolve problems faster.

If poor call quality is reported, you may also be prompted to run a short Voice Network Assessment to check whether your network conditions may have contributed to the issue.

Who Is This For?

• CloudCall Softphone users on Windows, macOS, Android, and iOS

• Users who want to report call quality issues or help improve the service

How to setup Post Call Quality Feedback

While we want all users to use this feature, we understand not every use may have the bandwidth or time to give feedback. As a result, there are some basic settings and configuration that can be set from within the Workspace.

Configuring the Post call quality feedback

1. As an Admin, you can enable or disable Post-Call quality feedback for your Company in the Company setting section of the Workspace. By default this is service is enabled for all Customers.

2. When service is enabled, a Post call feedback prompt is enable for each user in the Company. This feature can be turned off at the User level under the Permissions section of the Workspace user setting.

    

    

   

How does this work?

A feedback pop-up is displayed automatically when:

• A call has ended (hang-up detected)

• The call duration meets the minimum configured threshold (for example, longer than 30 seconds)

• The call is over 3 mins in duration ( If User has enabled the Prompt setting to only show if Call is over 3mins)

The feedback pop-up appears immediately so your experience is still fresh.

How to Use the Post-Call Feedback

Step 1: Rate Your Call

After the call ends, a pop-up appears asking:

“How was your call quality?”

• Select a rating from 1 to 5 stars

  • ⭐⭐⭐⭐⭐ = Excellent

  • ⭐ = Very poor

 

 

Step 2: Select Issue Types (Optional)

If you rate the call 3 stars or below, additional options appear allowing you to select one or more issues:

• Audio clarity problems

• Echo

• Call drops

• Delay or lag

• Background noise

This helps CloudCall understand the nature of the issue more precisely.

Step 3: Add Comments (Optional)

You may enter additional details in the comment box, such as:

• What went wrong during the call

• When the issue occurred

• Any patterns you noticed

Comments are optional but strongly encouraged for low ratings.

Step 4: Submit or Skip

• Submit – Sends your feedback securely to CloudCall

• Skip – Closes the pop-up without sending feedback

Skipping feedback will not affect your ability to make or receive calls

 Step 5 : Submit or Resubmit a feedback after the call (Optional)

• Navigate to call details for the specific call you want to rate

• Click on the feedback icon

• Provide your feedback and submit

 

 

Note: Feedback given after the fact will not trigger a network assessment if rating is <=3 stars

Voice Call Network Assessment (When Triggered)

If your call quality rating is  ≤ 3 stars, you may be prompted to run a Call Network Assessment.

 

 

This assessment is only available on User running the CloudCall softphone on Windows and macOS

What the Network Test Does

The test checks key network indicators that affect call quality, including:

• Network latency

• Packet loss

• Jitter

Running the Test

• Select Run Network Test when prompted

• If its your first time, you may be prompted to download an application

• The test typically completes within a few minutes if this is your first time using the service.

• You may also choose Skip if you do not want to run the test

 

 

 

 

 

 

What Happens to the Results

• Test results are combined with your call feedback

• The data is sent to CloudCall support teams for analysis

• This helps determine whether the issue is network-related or service-related

 

What Happens After You Submit Feedback

Once submitted:

• Your feedback is securely recorded

• Low-quality reports may automatically generate a support ticket

• Feedback data is analyzed to improve call quality and platform stability

In some cases, CloudCall support may proactively investigate recurring issues.

 Privacy & Data Usage

• Feedback is used solely to improve service quality

• Personal information is handled in accordance with CloudCall’s privacy policy

• Network test data is used only for diagnostic purposes

 Frequently Asked Questions (FAQs)

1. Do I have to submit feedback after every call?

No. Feedback is optional. You can always skip the pop-up if you prefer.

2. Will submitting feedback affect my calls or account?

No. Providing feedback does not affect your account, billing, or call functionality.

3. Why am I asked to run a network test?

If you report poor call quality, the network test helps identify whether your internet connection may be contributing to the issue.

4. How long does the network assessment take?

Most tests complete within a few minutes and run automatically.

5. Can I use my Phone while the network assessment is ongoing?

NO. If you must make or take a call, you can close assessment task by clicking the “x” button.

6. Is my feedback anonymous?

Feedback may be linked to a call session for troubleshooting purposes, but personal data is handled according to CloudCall’s privacy and data protection policies.

7. What if I experience issues frequently?

If repeated low-quality calls are detected, CloudCall support may proactively investigate and work on resolving the issue.

Need More Help?

If you continue to experience call quality issues, please contact CloudCall Support through your usual support channels.

Thank you for helping us improve your calling experience.