Symptom / Need

You want to identify interactions where agents rated the responses provided by Mr. Wizard as positive, in order to evaluate its usefulness and effectiveness.

Context / Scenarios

• You want to know which questions have been satisfactorily answered by Mr. Wizard.
• You need to identify patterns in highly rated responses to replicate good practices in training.
• You want to monitor which agents find this tool useful and what types of queries generate positive ratings.

Answer (Solution/Recommendation)

The report "2. Positive ratings detail", located in the "Mr. Wizard" tab within the "Reports" section of wolkvox Manager, is ideal for this task.

This report details interactions that agents rated as positive, with the following information:

• AGENT_ID: Identification of the agent (within the wolkvox system) who used the Mr Wizard tool.
• QUESTION: Question asked by the agent to Mr. Wizard.
• ANSWER: Answer provided by Mr. Wizard.
• DATE: Date on which the interaction took place.