Introduction

The "4. Matrix Results by Attribute" report, available in the 'Reports' > 'Quality' section of wolkvox Manager, allows you to review the consolidated performance of each attribute in the quality matrix. This report helps identify how many conversations met an attribute, how many did not, and what the compliance percentage was within the queried period.

It is a useful report for quickly detecting which quality criteria have the best results and which require follow-up or improvement actions.

It is important to note that:

• If the evaluation was performed by a human quality analyst, the matrix, attributes, and their categories correspond to a manual configuration;
• If the evaluation was performed by AutoQAi, the matrix, attributes, and their classification were automatically generated by artificial intelligence.

Report Information

The columns in this report include the following information:

• ATTRIBUTE: Specific attribute or criterion of the quality matrix.
  • If the evaluation was performed with AutoQAi, these attributes may have been automatically created by artificial intelligence.
  • If the evaluation was manual, they correspond to the attributes configured in the operation's quality matrix.
• YES: Number of conversations in which the attribute was met by the agents.
  • This value represents the number of evaluations in which the criterion was marked as satisfactory.
• NO: Number of conversations in which the attribute was not met by the agents.
  • This value represents the number of evaluations in which the criterion was marked as unmet.
• PERCENT: Compliance percentage of the attribute. According to the values shown in the report, this field corresponds to the percentage calculated from the relationship between YES and the total number of evaluations of the attribute (YES + NO). Its practical interpretation can be understood as follows:
  • 100.00%: The attribute was met in all evaluated conversations.
  • 0.00%: The attribute was not met in any evaluated conversation.
  • An intermediate value: The attribute was partially met within the total number of evaluations reviewed.
• SURVEY: Name of the quality matrix with which the agent's interaction was scored. When the matrix name includes the prefix AutoQAi_, it indicates that it is a matrix automatically created by AutoQAi with artificial intelligence.
• CATEGORY: Category to which the attribute belongs within the quality matrix.
  • This column allows grouping attributes by thematic blocks, for example, closing, resolution, protocol, technical skills, communication, commercial management, or product knowledge.

Important Consideration About This Report

This report does not show a row per conversation or per agent, but rather a row per consolidated attribute. Therefore, its main value lies in allowing a cross-sectional reading of the quality matrix: which criteria are most frequently met and which have a lower level of compliance within the analyzed period.

This report is especially useful for reviewing quality trends, identifying critical attributes with low performance, and prioritizing improvement actions on specific operation criteria.