The Organisational Workflow Report has been around for a while, and while it did it’s job, it had it’s limitations. Feedback on the old version was clear: it gave you numbers, but they were a bit scattered and hard to read.
We took that feedback on board and redesigned the report to focus on what teams actually need. The new version drills into QA tasks, shows who’s doing what and highlights risks before they snowball. In short, it’s gone from “nice-to-have” to an essential tool for running QA at scale.
Why This Report Matters
The new Organisational Level Workflow Report gives managers and QA teams clearer visibility into activity across the organisation. Instead of relying on technical success to manually pull API data or relying on ad-hoc checks, you get a reliable, structured view that can be turned into action.
With this report you can:
Benchmark productivity by tracking the total number of tasks completed in a period per channel
Balance workloads by seeing task completion per QA user
Audit QA coverage across channels to make sure conversations are being assessed
Identify risks by spotting overdue or outstanding tasks before they escalate
Support coaching and planning with clear insights into each QA user’s performance and workload
Improve transparency into team performance and task ownership
In short: Incorporating the improved workflow reports in your routine, has the ability to move QA operations from reactive to proactive.
What the Report Contains
The updated Organisational Workflow Report is fully filterable by date, channel, confidence, and call length, so you can tailor the results to focus on the areas most relevant to your team. To make the report even more reliable, the selected filters are also displayed on the downloaded file, so you always have a clear record of the parameters behind the data.
Once generated, the Excel file opens with several tabs, each with a specific purpose:
Task Completion: total number of QA tasks completed in the reporting period per channel
User Completion: breakdown of completed tasks by QA user
Task Overview – Completed: a list of all finished tasks per QA user
Task Overview – Outstanding: tasks that are incomplete or overdue per QA user
User Overview: a summary of each QA user’s workload and task state
💡 You can also choose to include an optional raw data report for deeper analysis, based on your Voyc plan (available by default in beta).
Together, these views give a comprehensive picture of team performance and operational risk.
📝 A note on what’s changed
Based on customer feedback, the updated report is now centred on QA users rather than agents. This design makes the report more useful for the people who rely on it day to day, giving a clearer view of workload and task progress. For teams who still need agent-level data, it remains available in the raw data report.
How to Generate the Report
Step 1: Navigate to the report
Go to the Voyc Dashboard
In the top right corner, click the purple button labelled Org Level Reporting
Select the report type Workflow Tasks
Click Next Step
Step 2: Apply filters
Channel: choose one or more channels
Reporting period: select your “from” and “to” dates
Confidence range: set minimum and maximum percentages to filter out low-quality or non-English calls (optional but recommended)
Call length: filter by minimum and maximum call length in minutes (optional but recommended)
Click Next Step
Step 3: Confirm your filters
Review your filters and report details
Use Previous Step to make changes if needed
(Optional) tick the box to include the raw data report
If you choose for the raw data report to be included, you will receive two reports, the org level workflow report and the raw data report
Click Generate Report
Step 4: Receive and download
A pop-up will confirm the report is generating and show which email it is being sent to
Select Done and check your inbox
In the email, click Log in and Download
You will be redirected to Voyc. Select Download Report
The report will download as an Excel file
📝 Note: The download report link will expire after 72 hours.
The Gist
The updated Organisational Level Workflow Report builds on it’s existing reporting functionality and takes it to the next level. The original report already gave teams visibility of QA activity and helped reduce manual effort. With customer input, this version goes further, making reporting faster, clearer and more actionable. It not only frees teams from manual overhead but also gives leaders greater confidence to act quickly, balance workloads and maintain quality at scale.