Symptom / Need

You need to evaluate agent performance through smart surveys completed by customers, with a summary of the number of surveys managed and the average rating obtained by each agent.

Context / Scenarios

Smart surveys are a key tool for measuring customer satisfaction and agent performance. A consolidated report by agent allows you to identify quality patterns, detect opportunities for improvement and recognize the best performing agents.

Answer (Solution/Recommendation)

The "5. Smart Survey by Agent" report is located in the "Diagram Reports" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report consolidates the number of surveys completed and the average score obtained by each agent on each survey question.

Columns in this report include:

• AGENT_ID: Agent extension number.
• AGENT_NAME: Name of the agent.
• SURVEYS: Number of surveys conducted on the agent.
• Q01 – Q10: Average score obtained by the agent in each of the survey questions.
• AVERAGE: Overall average of the agent's rating on all survey questions.