Agents' Summary Report

The Agents' Summary Report focuses on agent performance, showing how customers rated specific agents based on the feedback received. This report is crucial for assessing the effectiveness of individual agents and identifying areas for improvement.

Key Fields:

• Agent Name: The name(s) of the agent(s) who handled the interaction.

• Survey Responses: The report lists the customer’s responses to each survey question. It also notes if a question was skipped and, if available, the reason for skipping.

• NPS and Satisfaction Scores: The report calculates NPS and satisfaction ratings for each agent, providing a clear picture of customer sentiment towards individual agents.

• Average Scores per Agent: For rating questions like 5-star ratings, the report shows the average score received by each agent.

• The report tracks how many customers provided feedback for each agent, along with the breakdown of ratings.

• Performance over time can be tracked, with views broken down by week or month.