Symptom / Need

You need to know the performance of the agents in each of the attributes evaluated within the quality matrix, identifying whether or not they met key aspects such as greeting, tone of voice and other criteria defined in the evaluation.

Context / Scenarios

To ensure the quality of service in a contact center, it is essential to have a detailed analysis of each evaluation applied to the agents. Supervisors and quality analysts require a report that allows them to:

• View compliance or non-compliance for each attribute evaluated.
• Differentiate between critical and non-critical errors.
• Identify trends and opportunities for improvement in customer service.

Answer (Solution/Recommendation)

The report "3. Evaluation details by attribute" is available in the "Quality" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report allows you to view the performance of the agents in each of the attributes configured in the quality matrix, both critical and non-critical.

Columns in this report include:

• CONN_ID: Caller ID number.
• AGENT_ID: Agent extension number.
• AGENT_NAME: Name of the agent evaluated.
• ATTRIBUTE: Evaluated performance action, such as "Agent greets as scripted" or "Agent has good voice tone."
• TYPE_ERROR: Type of error identified, which can be:
  • CE (Critical)
  • NCE (Not Critical)
    • This classification is configured in the "Quality Matrix" tab, within "Configuration" in the "Quality Analyzer" section.
• YES/NO: Indicates whether the agent complied (Yes) or not (No) with the evaluated attribute.
• DATE: Exact date and time of the evaluation.
• SURVEY: Quality matrix template to which the evaluated attribute belongs.
• CATEGORY: Category of the attribute evaluated within the quality matrix.
• QUALITY_ANALYST: Name of the quality analyst who performed the assessment. If the assessment was automated using artificial intelligence, this column will display QAi_Bot.
• CHANNEL: Contact channel where the interaction occurred, which can be chat, web chat, whatsapp chat or voice.
• AI_COMMENT: Comment from the quality analyst or AI-powered automated evaluation system on the agent's interaction with the customer.

This report is key to analyzing compliance with each quality criterion established in the evaluations and making informed decisions about agent performance and training.