Symptom / Need

You need to analyze customer satisfaction based on smart surveys and group the results according to each skill (group of agents).

Context / Scenarios

Smart surveys allow you to measure customer experience and the quality of service provided. By evaluating the results by skill, you can identify performance trends in work teams, detect areas for improvement and make strategic decisions to optimize service.

Answer (Solution/Recommendation)

The "6. Smart Survey by Skill" report is located in the "Diagram Reports" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report consolidates the number of surveys conducted by skill and shows the average score obtained for each question.

Columns in this report include:

• SKILL_ID: Skill identification number.
• SKILL_NAME: Name of the skill.
• SURVEYS: Number of surveys completed within the skill.
• Q01 – Q10: Average score obtained by the skill in each question of the survey.
• AVERAGE: Overall average of the skill's rating across all survey questions.