📊 Report: Conversation quality by contact reasons
How to analyze the quality of your conversations based on your customers' inquiries
This report allows you to analyze conversation quality depending on customer concerns. Since freely configurable, project-specific contact reasons can be recorded via the evaluation forms during each monitoring, this evaluation gives you a quick overview of exactly which topics require improvement.
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1. Filter options
In the upper area of the view, you can precisely narrow down the data basis for your report:
Projects: Select one or more projects (e.g., AtriumBank, AtriumEnergy, and AtriumVersicherung in the example).
Teams & Methods: Restrict the evaluation to specific teams or applied coaching methods.
Evaluation forms & Contact reasons: Filter specifically by the forms used or select specific contact reasons from the dropdown menu.
Contact date: Define the time period of the contacts to be evaluated (e.g., "Last 90 days").
Use the blue buttons to apply your selection:
Reset filters: Clears your current selection and restores the default values.
Show report: Loads the data based on your configured filters.
2. Evaluation table
After loading the report, the results are displayed in a clear table. The table includes the following columns:
Contact reason: Lists the recorded reasons for the customer contact (e.g., "Online Portal" or "Contract issue").
Count: Shows how many monitorings were conducted for the respective contact reason in the selected time period. A small arrow next to the column title indicates that this column is sortable.
Quality: Presents the achieved quality score in percent. For quick visual comprehension, the value is additionally displayed as a blue progress bar.
AHT: Shows the average handling time (AHT) of the conversations for this contact reason (e.g., "2:31 min.").
💡 At the bottom of the table, you will find the pagination. Here you can determine how many entries should be displayed per page (e.g., 25) and navigate through the result pages.