Symptom / Need

You need to know the number of assessments performed by each quality analyst, as well as the metrics related to the precision and accuracy of their assessments.

Context / Scenarios

Quality assurance teams in a contact center must constantly evaluate agent performance using quality matrices. To ensure that quality analysts perform accurate and consistent work in their evaluations, it is essential to have a report that allows:

• View the number of evaluations performed by each analyst.
• Measure the accuracy of critical error detection.
• Analyze the accuracy of ratings given to agents.

Answer (Solution/Recommendation)

The report "5. Result by quality analyst" is available in the "Quality" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report allows you to monitor the performance of quality analysts in evaluating agents, facilitating the identification of patterns and ensuring consistency in quality processes.

Columns in this report include:

• QUALITY_ANALYST: Name of the quality analyst who performed the assessment.
• EVALUATIONS: Number of evaluations performed by the quality analyst.
• PRECISION_UNIT_CRITICAL_ERROR: Analyst accuracy in evaluating critical or business errors configured in the quality matrix.
• PRECISION_OPPORTUNITY_CRITICAL_ERROR: Average percentage of critical error attributes not committed by agents across different evaluations.
• ACCURACY: Average percentage of the ratings of the evaluations carried out by the quality analyst.

This report is key to monitoring the management of quality analysts, identifying opportunities for improvement in agent evaluation, and ensuring the uniform application of quality criteria in the contact center.