Symptom / Need

You need to identify the overall performance of agents in each attribute evaluated within the quality matrix, obtaining statistics on how many times each criterion has been met or not and its percentage of compliance.

Context / Scenarios

Quality analysis in a contact center requires evaluating different key attributes in customer service, such as greeting, tone of voice and handling of service protocol. Supervisors and quality analysts need a report that allows them to:

• Identify which attributes are most or least compliant.
• Obtain percentage data on agent performance in each criterion evaluated.
• Determine areas for improvement in team training.

Answer (Solution/Recommendation)

The "4. Results by attribute" report is available in the "Quality" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report allows you to analyze the performance of agents in each of the attributes evaluated, providing quantitative data on their compliance.

Columns in this report include:

• ATTRIBUTE: A performance action evaluated on the agent, such as "Agent greets as scripted" or "Agent has good voice tone."
• YES: Number of times the agents met the attribute.
• NO: Number of times in which agents did not comply with the attribute.
• PERCENT: Average percentage of compliance or non-compliance with the attribute.
• SURVEY: Quality Analyzer quality matrix template to which the evaluated attribute belongs.
• CATEGORY: Category to which the attribute belongs within the quality matrix.

This report is key to obtaining an overview of the compliance of each attribute evaluated in agent interactions, facilitating decision-making on training adjustments and improving service quality.