Reports -> Process Adherence
The Process Adherence report allows the managers to optimize Quality Assurance processes by analyzing rep’s adherence to System of Protocol/Process (SOP). It does so by providing a view of the coverage of process-related signals on the selection of specific call categories.
This report can be manipulated as follows -
1. Choose the signal to observe - These are the signals that are to follow when the chosen category of signals occurs during the conversation. For example, demand for a refund is usually followed by an apology, acknowledgment of the issue, and a polite offer to initiate the refund process. The signals you want to observe must be configured.
Note that signal categories that have already been chosen as ‘Call Categories’ cannot be chosen as ‘Signals to Observe’.
It can also be filtered based on the speaker (who uttered the signal markers - customer or rep) or team, or agent.
2. Signals to correlate- These are the signals that are to follow when the chosen category of signals occurs during the conversation.
The report is divided into three sections -
1. The bar graph
The graph shows the average coverage< of the signals across all call categories.
For example, in the graph above, ‘Acknowledgment’ is covered in 65% of conversations where issues with damaged goods, double payment, or product return were reported by the customer. This percentage is calculated by -
[Coverage % of ‘Acknowledgement’ Signal across Call Categories ( ‘Damaged Goods’ + ‘Default Products’ + ‘Double Payment’ + ….)]
[Number of categories chosen]
Hovering over the bars gives you a breakdown of each coverage based on call categories.