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Voyc can be leveraged to its fullest by focusing on reportable conversations—those that accurately represent your agents and provide actionable insights. While testing your configured scorecard or simply finding a sample to report on, it is important to ensure that the sample of conversations you’re focusing on reflects the data that represents your agents correctly. This article will guide you through the process of identifying and accessing these conversations.
Identifying Reportable Conversations
Reportable conversations are those that provide valuable insights into agent performance. These conversations should represent genuine interactions with customers and adhere to the guidelines and expectations set in your scorecard. Here’s how you can identify them:
Characteristics of Reportable Conversations
Complete Interactions: Conversations that cover the full scope of the intended interaction, whether customer service or sales.
Clear Audio: Calls with good audio quality where the agent and customer can be clearly heard.
Relevant Content: Conversations that are pertinent to the goals of your scorecard, such as sales calls or customer service inquiries.
Creating a Reportable Calls Filter
To focus on conversations that provide actionable insights, you need to filter out non-reportable conversations. This can be done by examining call attributes and durations. Here’s how to filter for reportable conversations:
Filtering by Length
Navigate to the Conversations Page.
Click Add Filters and choose Length. Options will appear, such as “less than 2 minutes” to “Custom.”
Choose an appropriate time range that represents conversation that have gone through the journey of the active scorecard. For example, for conversations typically longer than 10 minutes, select over 10 minutes or set a custom range.
Conversations matching your selected filter will display on the page.
Filtering by Attribute
On the Conversations Page, select Add Filters and choose Attribute. This will prompt you with all available attributes.
Select the desired attribute to filter by, e.g., Call Type = Sales.
Conversations that match the selected attribute will appear.
Utilising Reportable Conversations on Voyc
By isolating reportable conversations, you enhance the quality of your insights and reduce time spent on irrelevant data. Here’s what you can do next:
Take a sample of conversations and grade them to see if they are scoring as expected against the scorecard that you’ve configured. Use the insights gathered from these calls to help you tweak and improve your scorecard for more accurate scoring. Read more on grading conversations in this article.
Check if you’ve added enough keywords variations to the phrases of the scorecard to account for the various ways in which your agents phrase statements when engaging with your customer. Read more about keyword refinement in this article.
Download either QA Reports or Org-level reports to do trend analyses, comparisons, or to see how your agents are performing so that you can make data driven decisions to enhance customer experience. Once isolated, you can archive non-reportable conversations to clear the list for analysis. Simply select all non-reportable conversations and click the archive icon to move them to the archive folder.
Frequently Asked Questions
Is there a way to send short calls or internal calls to a separate channel for later use?
Is there a way to send short calls or internal calls to a separate channel for later use?
Yes, if you have Admin permissions, you can create a new channel and name it, for example, "General." Then, contact the Voyc support team and request that non-reportable calls be directed to the new channel. Be sure to provide specific criteria, such as "send all calls shorter than 3 minutes to the channel named General."
Can I filter by reportable conversations when generating a report?
Can I filter by reportable conversations when generating a report?
Yes you can. On steps 2 and 3 of the reports generation process you can choose to filter by length and by attributes to download a report for conversations of your chose. Similarly, if you’ve chosen to tag a few conversations and perhaps labelled the tag as “reportable calls” you can filter by the tag on step 3 of the reports generation step so that the report can show only those conversations.
What steps should I take after identifying non-reportable conversations?
What steps should I take after identifying non-reportable conversations?
After identifying non-reportable conversations, archive them to maintain a focused conversation list. This allows you to concentrate on analysing and grading reportable conversations to derive actionable insights. Learn more about call archiving on this article.