Introduction

The Interview Results Report provides detailed insights into the scores entered by callers during an interview. This report is designed to display scores per question from the selected Interview module, allowing supervisors to identify instances of low satisfaction and investigate potential causes. It also highlights instances of 'bad' scores by displaying relevant agent and caller information.

Purpose of the Report

The primary purpose of the Interview Results Report is to allow supervisors to monitor caller feedback on a granular level. It is particularly useful for identifying problematic areas that may require immediate attention or intervention.

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 time frame of the report.

Per Question

Question: The specific question posed to the caller.

Time: The time segment during which the answers were recorded, displaying numbers per score.

‘Bad’ Score Details:

Agent: Name of the agent associated with the low score.

Timestamp: Date and time when the original call or interaction occurred.

Destination: The phone number of the interview participant.

Result: The low score given by the caller.

Footer

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

Use Case Example

A supervisor notices a pattern of low satisfaction scores related to a particular question in the report. Upon further investigation, the report reveals that these low scores are consistently linked to interactions handled by a specific agent. By examining the timestamps and destinations, the supervisor can pinpoint training or process issues, address them directly, and monitor future improvements.

Conclusion

The Interview Results Report is an essential tool for supervisors aiming to maintain high customer satisfaction. By promptly identifying and addressing issues highlighted by caller feedback, supervisors can foster continuous service improvement.