Introduction

The "1. Results by Agent" report, available in the 'Reports' > 'Quality' section of wolkvox Manager, allows you to view consolidated quality results for each evaluated agent within the selected period. This report is useful for reviewing how many evaluations each advisor received, their performance regarding critical errors defined in the quality matrix, and their average scoring percentage.

It is a helpful report for tracking individual agent performance, comparing results among advisors, and quickly detecting which users require specific support or review in critical operation criteria.

Report Information

The columns in this report include the following information:

• AGENT_ID: Agent's extension number within the wolkvox system.
• AGENT_NAME: Name of the agent.
• EVALUATIONS: Number of quality evaluations the agent received during the queried date range. This column represents the volume of evaluations considered to calculate the report's indicators.
• PRECISION_UNIT_CRITICAL_ERROR: Percentage of evaluations in which the agent did not present critical unit or business errors, according to the quality matrix configuration. This metric is interpreted at the full evaluation level, not at the individual attribute level. Its practical interpretation can be understood as follows:
  • 100.00%: The agent did not make any critical unit errors in any of the evaluations included in the report.
  • 0.00%: All included evaluations had at least one critical unit error.
  • An intermediate value: Only some of the evaluations were free of critical unit errors.
• PRECISION_OPPORTUNITY_CRITICAL_ERROR: Average percentage of the agent's compliance with critical attributes evaluated in the quality matrix. This metric is interpreted at the level of opportunities or critical attributes reviewed, reflecting what proportion of these critical criteria the agent managed to fulfill without error. Its practical interpretation can be understood as follows:
  • 100.00%: The agent did not make errors in the evaluated critical attributes.
  • 0.00%: The agent failed in all considered critical attributes.
  • An intermediate value: The agent partially met the evaluated critical attributes.
• ACCURACY: Average percentage of the final score obtained by the agent in their quality evaluations. This value corresponds to the overall average of the results of the evaluations included in the queried period. Its general interpretation is:
  • 100.00%: Maximum possible score in the evaluations considered.
  • 0.00%: Minimum possible score.
  • An intermediate value: Reflects the agent's actual average performance according to the applied matrix.