Introduction

The "5. CSAT by Agent" report in the Voice Analysis section of wolkvox Manager allows you to consult the average Customer Satisfaction (CSAT) score associated with each agent within the selected period. This report is part of the Speech and Text Analytics service and is used to identify how customer satisfaction behaves at an individual level per advisor.

Its analysis helps compare results among agents, detect opportunities for improvement, and complement performance analysis with a metric focused on customer perception.

Report Information

• AGENT_ID: Corresponds to the extension number of the agent within the wolkvox system. This field allows uniquely identifying the advisor within the operation.
• AGENT_NAME: Displays the name of the agent associated with the report result. It facilitates the reading and comparison of satisfaction averages among advisors.
• AGENT_DNI: Indicates the official identification number of the agent. This is an administrative reference data within the operation.
• CSAT: Indicates the average Customer Satisfaction score per agent on a scale of 0 to 5. The values in this column are interpreted as follows:
  • 0: Lowest level of satisfaction.
  • 5: Highest level of satisfaction.
  • Decimal values: Represent the calculated average for the agent in the queried period.