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 Dashboard 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 % of Graded Tickets Opened column of the report.
Five additional columns in the report show:
Total Tickets Opened
% of Shared Tickets Opened
For filtering, users can:
Filter by specific Agent Groups
Filter by Rubric
Date Field (Use this to define whether the date range should look for tickets based on when they were shared, graded, etc.)
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 3 dots symbol in the top-right of the screen. Then, click Download fro the dropdown and select Export to .CSV or Download as image to export,
From here you'll see a download appear based on the option you picked at the bottom of
Please note that Agent engagement report only tracks when agents open ticket in their feedback section 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.