Symptom / Need

You want to identify interactions where agents rated the responses provided by Mr. Wizard as negative, in order to understand areas for improvement and fine-tune your performance.

Context / Scenarios

• You need to evaluate which questions are generating unsatisfactory answers from Mr. Wizard.
• You want to know the reasons why agents rated a response as negative.
• You are looking to optimize Mr. Wizard's training based on negative rating cases.

Answer (Solution/Recommendation)

The report "3. Negative ratings details", available in the "Mr. Wizard" tab within the "Reports" section of wolkvox Manager, is the right tool for this task.

This report includes the following details:

• AGENT_ID: Identification of the agent (within the wolkvox system) who used the Mr Wizard tool.
• QUESTION: Question asked by the agent to Mr. Wizard.
• ANSWER: Answer provided by Mr. Wizard.
• EXPLANATION: Agent's comment explaining why the response was considered unsatisfactory.
• DATE: Date on which the interaction took place.