How to Generate QA Reports on Voyc | Voyc Customer Education Hub

💡Learn more and get certified on Voyc Village

After assessing conversations against an active Script, Voyc efficiently generates an overall score and a variety of other agent performance results to assist you in improving your QA process. Once calls have been assessed, the results can be accessed in two ways: through the system and through a more comprehensive approach, which is report downloads.

Results on the system: You can view the overall scores, group scores and alerts.

a) To view overall and group scores, you use the grading panel of a conversation.

b) To view alerts, you can use the alerts tab or view them in the Risk and Compliance Metrics on Dashboards.

Viewing results on QA reports: For a more comprehensive drill down on agent performance, you can generate several QA reports on Voyc. A QA report delves deeper into how agents truly performed in different channels, groups, or in comparison to one another. This report helps you to truly identify areas of improvement so that you can make data-driven decisions that will elevate your team.

This article will delve into how to generate QA Reports on Voyc.

The Four-Step Process

There are several QA reports to choose from, depending on the type of data that you require. We've created four steps to help you easily tailor and generate your report. The steps are as follows:

Step 1: Select the Type of report you want to generate on the system.
Step 2: Select the Required and Recommended Filters.
Step 3: Select Additional Filters.
Step 4: Confirm that all details are correct.

📌Take Note: Simply repeat these steps to generate the reports you need at a given time.

Let's go over the various types of QA Reports that you can generate on the system.

Types of Reports

1. Scores Overview: This report summarises your agents’ overall scores and group scores. It gives a high-level overview of how agents performed against the active script up to the group level.

2. Agent Detail: This report presents a single agent’s performance. In this report, you’ll find the agent’s overall score, group scores, and phrase adherence. In addition, you’ll also find the agent’s ranking in comparison to other agents.

3. Agent Overview: This report shows an overview of how all the selected agents performed. It shows how each agent scored per group as well as their overall scores. This gives you insight into how each agent compares against other agents and hence helps you identify areas of improvement to effectively arrange to coach agents.

4. Scores Details: This report shows agents’ overall scores against an active script. It shows a drill down of how agents performed per group and their adherence per each group phrase.

5. Raw Data: This report shows all the raw data related to the uploaded calls as well as the related agent information. This gives you the flexibility to extract or customise data according to whatever you need.

Here is a summary of what you can find in each report.

📌Take Note: You can also download the raw data report on the system. It will have all the data for you to arrange and customise.

Navigating to the Reports Generation Page

When you open the Voyc App, you will land on the Dashboards page. Under Risk and Compliance Metrics, click Generate Report. and you will be directed to the Generate Report page. This is where you will begin the process of creating your desired report.

Generating a QA Report

The process of generating all QA reports on the system is the same. We follow the four-step process for all of them which includes Report Type, Required and Recommended Filters, Additional Filters, and a Confirmation.

💡Tip: Before you begin, always check when your conversations were loaded to
ensure that your filters accurately match the requested data.

Let’s apply the four steps to get started.

1. Report Type: Select the type of report you want to generate, for example, Score Details and click Next Step.

2. Required and Recommended Filters: Set up the required filters, which are all mandatory fields that must be completed to generate the report. These are marked with a red asterisk. This step also contains recommended filters. These are all the filters not marked with an asterisk. The recommended filters provide you with greater control over the data displayed in the report you’re generating, allowing you to extract more meaningful insights from the data. For these filters, you are required to select the Channel, Agent (s), and Date Range. The Confidence Range and the Call Length are optional fields. Click Next Step to move to Additional Filters.

📌Take Note: You can only select one agent for the Agent Detail Report.

3. Additional Filters: These are filters that are used to refine the data even further according to your needs. To get started, select Filter by Attribute.** On the Attribute menu select the attribute that you want to filter by. For example, “Call Direction”. Now specify the Value of the attribute by clicking the Value field. For example, “Incoming”. If necessary, add more attributes. Next, move to the Group By Attribute field and select how you would like your data to be grouped. For example, you can group by “Manager”. Click Next Step to move to the Confirmation step.

📌Take Note: When you Filter by Attribute, you are requesting the system to pull the data only under that specific attribute. For example, if you choose to filter by incoming calls, only the data of incoming calls will be pulled. When you choose to Group by Attribute the selected data will be grouped according to the attribute you have chosen to group by. For example, if you choose to group by the attribute “country”, the data will be displayed and categorised under different counties. So all the data of incoming calls from Canada will be displayed in their own row, and all the data of incoming calls from the UK will be displayed in their own row.

4. Confirm: Verify that all of the information you have provided is correct. If you are happy with the results, click Generate Report. You will receive a notification that your report is being generated and it will be sent to your email address. When you receive your report, you will be able to download it and start analysing your data.

Frequently Asked Questions

Can I access a managerial report on the system?

No. You can only access QA reports on the system.

Do I need to complete all the fields in each step?

No. You only need to fill out the required fields. These are the fields denoted by an asterisk. The remaining fields are optional. You can use them to further tailor your report to your specific requirements.

What does “Filter by Attribute” mean?

You can use the "Filter by Attribute" field to pull data that is only focused on a specific attribute. For example, if you filter by the attribute "Country" and select the value "South Africa," your report will only include data from South African calls.

What does “Group by Attribute” mean?

The "Group by Attribute" field can help you refine and present your data even more effectively. This field allows you to specify how your data should be organised when you read it. For example, if you choose "group by manager," the data for each manager will be presented in their own rows, allowing you to compare the managers’ performance.

Where on Voyc can I find a link to generate a QA report

Go to Dashboard, on your right-hand side, next to Overall Score click Generate Report.

Data Processor Agreement (DPA)

How to Create Generation 3 Scripts on Voyc

How to Grade Conversations on Voyc

The Smart Way to Evaluate Performance: All-New Overall Score Metric and Reports Updates

Viewing and Understanding your Overall Score