Symptom / Need

To be able to evaluate the percentage of accuracy in compliance with the attributes defined in the Quality Matrix for interactions with customers.

Context / Scenarios

The "Wolkvox QA AI" tab within "Speech and Text Analysis" in the Wolkvox Dashboard allows you to perform this quality analysis.

Answer (Solution/Recommendation)

1. Go to the "Wolkvox QA AI" tab in the Wolkvox Dashboard.
2. Select the time range you want to analyze: "Last 24 hours", "Last 7 days" or "Last 30 days".
3. Choose the view you want to consult:
   • By Agent: Displays the accuracy percentage for each agent.
   • By Attribute: Presents the percentage of compliance for each attribute evaluated in the Quality Matrix.
   • By Channel: Indicates the percentage of accuracy for each service channel (chat-WhatsApp, chat-web, chat-Facebook, voice, etc.).
4. Analyze the information presented in the table and the graph corresponding to the selected view:
   • Table: Displays details of agents, attributes, or channels, along with the number of interactions and accuracy percentage.
   • Chart: Visually represents the percentage of accuracy in the form of horizontal bars.
5. Use this information to identify areas of opportunity and take actions to improve the quality of customer service.

Important considerations:

• The attributes evaluated in the Quality Matrix are configured in the Quality Analyzer tool.
• Each attribute has a percentage assigned to it, and the total sum must be exactly 100%.
• Attributes can be classified as critical or non-critical, depending on their importance to the quality of care.
• Analyzing results by agent, attribute and channel will allow you to identify opportunities for improvement in service quality.