Symptom / Need

You need to analyze an agent's quality results in detail, reviewing each assessment applied, along with comments, accuracy on critical errors, and opportunity for improvement.

Context / Scenarios

For quality management in a contact center, it is essential to review each evaluation applied to agents with specific information on:

• Critical errors and opportunities for improvement.
• Assessment comments and feedback.
• Contact channel where the interaction occurred.
• Identification of the skill or group of agents evaluated.

This report is useful for supervisors and quality analysts who require detailed monitoring of individual agent performance.

Answer (Solution/Recommendation)

The report "2. Evaluation result per agent" is available in the "Quality" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report provides a detailed view of each evaluation applied to agents, including key performance indicators.

Columns in this report include:

• CONN_ID: Caller ID number.
• AGENT_ID: Extension number of the evaluated agent.
• AGENT_NAME: Name of the agent.
• COMMENTS: Evaluation comments.
• PRECISION_UNIT_CRITICAL_ERROR: Agent accuracy in identifying business critical errors.
• PRECISION_OPPORTUNITY_CRITICAL_ERROR: Accuracy percentage considering the weight assigned to each item in the quality matrix.
• ACCURACY: Average percentage of the evaluation score.
• DATE: Exact date and time of the evaluation.
• SURVEY: Template used in the evaluation.
• COD_ACT: Typing code used by the agent to describe the result of the communication.
• CHANNEL: Contact channel where the interaction took place (chat, web chat, WhatsApp or voice).
• FEEDBACK: Feedback provided to the agent.
• SKILL_ID: Identification number of the skill or group of agents evaluated.

This report is essential for quality supervisors who want to closely track agent performance, identify areas for improvement, and provide effective feedback based on each evaluation.