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.

It can be filtered, sorted, and downloaded as required.



This report can be manipulated as follows - 

1. Choose a call category - This is the category of signals that mark a specific issue or procedure during a conversation. For example, a call category can be an issue raised by the customer about the wrong product delivery, requesting a refund. Please note that the signals that appear in this dropdown are those configured while creating your product.

2. 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.

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.

2. The playbook stats 

The ‘Playbook Stats’ section classifies signals as ‘strong’ and ‘weak’ based on each signal’s coverage during conversations.

  • A strong signal is one that appeared in more than 50% of the sales conversations i.e., Coverage >= 50%
  • A weak signal is one that appeared in less than 20% of the sales conversations i.e., Coverage <= 20%


3. The two dimensional matrix of call categories vs observed signal categories

This matrix presents call categories in rows and observed signals in the columns.

The total number of calls is the number of unique calls where at least one of the call category signals appeared.
Using the grid above as an example, you can see that there was a total of 1200 conversations where ‘Damaged Goods’, etc. were reported, followed by ‘Acknowledgment’, ‘Apology’, and so on. This grid shows you that among these 1200 conversations, 260 conversations also marked the occurrence of the ‘Damaged Goods’ signal in that conversation. So, in 260 conversations, the signal of ‘Damaged Goods’ was followed by an ‘Acknowledgment’ signal. The coverage shows the percentage of these individual numbers against the total.

With this data, this grid allows you to see how many conversations adhered to the SOP in place.