The Feedback - Agent Summary report provides a rating for each agent that has had a response rating during the time frame selected. It shows the average rating for each agent within each of the feedback categories. This is helps you identify agents that might need additional training. You can drill-through to the specific interactions for that agent (Feedback - Details report) to investigate poor ratings.

 

If you have agents that rate poorly, you might consider running the Random Audit report for that agent to review additional responses.

 

Setup Required

See the Feedback Summary for setup requirements.

 

Parameter Selection

Select the agents and the time frame for the report.

 

Report Example