Hi Mikal,

Thanks for your question

We have the CSAT option which would help the callers in rating the conversation with the agent

Please check out this link - https://support.freshcaller.com/support/solutions/articles/50000001622-receiving-csat-feedback-through-ivr and feel reach out to support@freshcaller.com if you need further help :)

Is it possible to ask the caller for some verbatim feedback on why they gave the score they did?

Hey! I would also like to see massive improvements to the CSAT that can be offered. 1 question feels limiting and verbatim feedback is an absolute must to celebrate agents and great experience they give as well as learning how we can improve!