Symptom / Need

You need to review the questions asked by agents to Mr. Wizard and the answers provided by this tool to evaluate the effectiveness of the training and optimize the use of the functionality.

Context / Scenarios

• You want to know if Mr. Wizard is correctly answering the questions asked by the agents.
• You need to identify patterns in agent FAQs to improve Mr. Wizard training.
• You want to monitor Mr. Wizard's performance to ensure quality of care in real time.

Answer (Solution/Recommendation)

The "1. Mr. Wizard Detail" report, located in the "Mr. Wizard" tab within the "Reports" section of wolkvox Manager, is the ideal tool to obtain this information.

This report provides a detailed breakdown of all interactions between agents and Mr. Wizard. It includes the following columns:

• AGENT_ID: Numerically identifies the agent who used the Mr Wizard tool.
• CONN_ID: Identification number of the interaction in which the agent used Mr Wizard.
• QUESTION: Question asked by the agent to Mr. Wizard.
• ANSWER: Answer provided by Mr. Wizard.
• DATE: Date on which the interaction took place.