Introduction

The "6. Smart Survey by Skill" report, available in the 'Reports' > 'Diagram Reports' section of wolkvox Manager, allows you to check the consolidated results of smart surveys grouped by skill or agent queue. This report helps identify how many surveys were completed for each skill, what score each question received, and what the overall average evaluation was, facilitating the analysis of customer perception by service queue.

Report Information

The columns in this report include the following information:

• SKILL_ID: Identification number or extension of the agent queue.
• SKILL_NAME: Name of the agent queue.
• SURVEYS: Number of surveys completed and associated with the skill during the queried date range.
• Q01: Score obtained for question 1 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q02: Score obtained for question 2 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q03: Score obtained for question 3 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q04: Score obtained for question 4 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q05: Score obtained for question 5 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q06: Score obtained for question 6 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q07: Score obtained for question 7 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q08: Score obtained for question 8 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q09: Score obtained for question 9 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• Q10: Score obtained for question 10 for the skill. This field can show:
  • A numeric value: Corresponds to the score obtained for this question.
  • -: Indicates that there is no recorded score for this question in this skill.
• AVERAGE: Average score obtained by the skill based on the recorded survey responses.

Additionally, at the end of the report, a TOTAL row is presented, consolidating the total number of surveys included in the queried period.