How can QA leaders track how consistently their support teams are engaging with their feedback?
With Agent Engagement Reporting, Users can now identify which agents are prioritizing their QA feedback by seeing who is opening their Ticket Reviews and reviewing their QA scores. At a high level, users now have the ability to view Ticket Review open rates at the Agent and Agent Group levels.
Why is this important?
It isn't enough for QA teams to grade tickets and send them to Agents. Some of the most successful QA programs we've seen have parameters and processes in place in MaestroQA to ensure every stakeholder in the feedback loop plays their part:
GraderQA/Calibration to align graders on how to provide accurate and appropriate scores for all agents (Grader Accountability)
Coaching programs for Team Leads to structure more comprehensive 1 on 1 sessions (Team Lead Accountability)
Appeals process to give agents a voice and hold graders accountable (Grader Accountability)
Agent Engagement Reporting is the first step to driving ownership and accountability at the Agent level within the QA feedback loop - and at scale. Agents can only take advantage of their feedback to improve if they are reviewing it. Now, leaders can quickly see which Agents make QA a habit, and which agents need a reminder.
Who has Access to Agent Engagement Reporting?
Admins, Limited Admins, Graders, and Managers all have access to this report. The report can be found in the Agent Performance section of the Reporting tab.
Note: Users typically use Automations to send Agents their feedback in the form of Ticket Reviews, or a batch of graded tickets. In order for an Agent to open a Ticket Review, it must be assigned to them via automation first. If you don't have automation access and/or your Agents don't have access to MaestroQA, no data will appear in this report. If you'd like to start tracking your agents' engagement with the tool with this report, feel free to contact your CSM to get more details!
Navigating the Agent Engagement Report
When clicking into the table, Users will see a list of Agents and their respective open rates for the current month. To clarify, the open rate is the percentage of Ticket Reviews an Agent actually opens to review their feedback. Open rates are shown in the last column of the report.
Two additional columns in the report show:
Total Ticket Reviews Shared
Ticket Reviews Opened
The very top row provides the total number of Ticket Reviews shared and opened for all of the Agents in the report so a User can compare an Agent's open rate to the rest of the team.
For filtering, users can:
Filter by specific Agent Groups
Filter by Automations used to send different types of feedback
Filtering by Agent Groups could prove useful, especially if a User wants to determine if certain support teams are more focused on reviewing their feedback than others.
Learning if Agents are consistently engaging with their feedback and emphasizing how important it is to prioritize it is critical to maximizing the effectiveness of the feedback loop for your CX team.
Can the Agent Engagement Report be Exported?
Yes, an admin can export the Agent Engagement report. Exports will be based on the filters that are selected at the top of the report. Once you have your desired filters in place, press the Export Chart button at the top-right of the screen.
From here you'll see a prompt that will allow you to name your export file and enter the email addresses of any key stakeholders you'd like to share this report with.
You can enter as many recipients as you'd like to receive a notification for the export via email. If you'd prefer for your team to receive the notification via Slack, you can change the option by going to Settings within the prompt (Note - Users must have Slack integrated with MaestroQA to have this option available).
Go to the Exports tab at the top of your Maestro screen and you should see your new export at the top of your page. Press Download, which will only share one file with the report for you to open.
The exported report should look similar to how it appears in the app. The header will include details on the filters selected to create the report (Agent Groups, Automations, and Date Range selected). From here, the report will have the following columns:
Agents (email addresses of the agents)
Total Ticket Reviews Shared (Count)
Ticket Reviews Opened (Count)
Percentage Opened (Rounded to the nearest percentage point, same as the report in the app)
Please note that Agent engagement report only tracks when agents open ticket in "Ticket Reviews" that were shared with them.
Main Caveats to Agent Engagement Reporting
Although the Agent Engagement Report can be exported, it is currently not possible to schedule exports at this time