Symptom / Need

You need to analyze agent performance based on quality assessments, identifying their accuracy in key areas and their rate of critical errors.

Context / Scenarios

Quality assurance in a contact center requires accurately measuring agent performance through structured evaluations. To do this, it is essential to have a report that:

• Display the number of reviews received by each agent.
• Allows you to identify the number of critical errors committed.
• Provide metrics of precision and accuracy in the care provided.

This report is especially useful for quality and supervision teams looking to improve agent performance and reduce critical errors in operations.

Answer (Solution/Recommendation)

The "1. Results by agent" report is available in the "Quality" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report allows you to analyze the results of quality assessments by agent, relating their performance to key indicators.

Columns in this report include:

• AGENT_ID: Agent extension number in the system.
• AGENT_NAME: Name of the agent evaluated.
• EVALUATIONS: Number of evaluations or surveys received by the agent.
• PRECISION_UNIT_CRITICAL_ERROR: Metric that indicates the agent's accuracy in identifying critical business errors, evaluating their impact on the operation.
• PRECISION_OPPORTUNITY_CRITICAL_ERROR: Average percentage of critical error attributes that the agent did not make.
• ACCURACY: Average percentage of the agent's evaluation rating.