Introduction

The Agent Interview Results Report provides supervisors with insights into how agents perform based on caller feedback collected during interviews. This report is crucial for evaluating customer satisfaction and identifying areas where agents may need support or training.

Purpose of the Report

This report helps supervisors understand how customers rate their interactions with agents. By analysing the scores provided by callers through the selected interview module, supervisors can assess individual agent performance and overall customer satisfaction trends.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Selected Interviews and Agents: Identifies the interviews and agents included in the report.

Per Question Data

For each question from the selected interview module, the following data is displayed:

Question: The specific question posed during the interview.

Per Agent Data

For each agent who handled the call, the following metrics are displayed:

Agent Name: The name of the agent who handled the call.

Number: The number of responses received for the given question.

Score:

Min: The minimum score recorded.

Avg: The average score from all responses.

Max: The maximum score recorded.

Footer

Generation Date and Time: Timestamp when the report was created.

Use Case Example

A supervisor wants to evaluate how well agents handle calls from a specific campaign. By reviewing the Agent Interview Results Report, the supervisor notices that one agent consistently receives lower average scores on a particular question. The supervisor arranges a coaching session to address the issue and improve performance.

Conclusion

The Agent Interview Results Report is a valuable tool for understanding customer feedback and evaluating agent performance. By leveraging this report, supervisors can take data-driven actions to enhance customer satisfaction and support agent development.