Introduction

The Automatic Quality with AI (AutoQAi) functionality allows Speech and Text Analytics to automatically score 100% of voice and chat interactions, without the need to manually configure quality matrices.

When activated, the AI:

• Creates quality matrices tailored to each type of operation (Sales, Support, Engineering, etc.).
• Defines evaluation attributes.
• Assigns a percentage weight to each attribute.
• Determines which are Critical Errors (CE) and Non-Critical Errors (NCE).
• Automatically applies the corresponding matrix according to the context of the conversation.
• Generates an immediate score at the end of each interaction.
• Updates the matrices monthly.

Activate Automatic Quality with AI (AutoQAi)

Log in to wolkvox Manager.

1. In the top-right menu, click on "Configuration."
2. Go to the "VOC" tab.
3. Locate the field: "VOC - wolkvox studio - Business Logic - Automatic Quality"
   • Select the "auto" option.
4. Click on "Save."
   • This will enable the AI to start creating and managing quality matrices automatically.

View Matrices Automatically Created by AI

1. In the left sidebar menu, go to "Quality Analyzer."
2. Click on "Configuration."
3. Select the "Quality Matrix" tab.
4. Here you can view:
   • The matrices generated automatically (e.g., AutoQAi_Sales, AutoQAi_Technical Support, AutoQAi_Engineering).
   • The attributes evaluated for each process.
   • The percentage weight assigned to each attribute.
   • The classification as Critical Error (CE) or Non-Critical Error (NCE).
   • The total weighted score (100%).
   • These matrices are updated monthly automatically.

Consult Real-Time Results (Dashboard)

1. Go to "Dashboard" from the left sidebar menu.
2. Select the "Speech and Text Analytics" tab.
3. Click on "wolkvox QA Ai."
4. Choose the display:
   • By Agent → shows the individual accuracy percentage.
   • By Attribute → shows the overall performance by evaluated criteria.
   • Here you can see:
   • Number of interactions analyzed.
   • Accuracy percentage.
   • Comparison between agents.
   • Attributes with the lowest performance.

Consult and Export Historical Reports

1. In the left sidebar menu, go to "Quality Analyzer."
2. Select "Quality Analysis."
3. Define:
   • Start Date.
   • End Date.
   • Optional filters (Call ID, agent, channel, etc.).
   • Click on "Search."
4. Right-click on the results table.
5. Select:
   • Export HTML, or
   • Export Excel.

The exported file will include the same data shown on the screen with the applied filters.

View Comments and Rating from the AutoQAi Bot

Once the Automatic Quality with AI (AutoQAi) functionality is activated, it is also possible to consult the analysis automatically performed by the AutoQAi bot on each evaluated call or chat.

1. In the left sidebar menu, go to "Quality Analyzer."
2. Select the "Quality Analysis" tab.
3. Define a date range where the calls or chats you want to consult are located. If needed, use optional filters.
4. Click on "Search."

1. In the results table:
   • Records already rated by the QAi_Bot will appear in green.
   • Records that were not rated will appear in red.
2. To view the quality analysis of a specific record, right-click on the desired call or chat.
3. Select the "Quality" option and then:
   • "Audio", if it is a call.
   • "Chat", if it is a chat interaction.

Since the interaction has already been automatically rated, a message will appear stating: "The changes you have made will modify the current quality evaluation. Are you sure you want to modify the quality evaluation?". To continue, click "Accept".

A window will open where you can view the entire quality analysis automatically performed by the AutoQAi bot. Here you can see:

• The quality matrix automatically assigned to that call or chat.
• The attributes with which the interaction was evaluated.
• Whether the non-compliance corresponds to a Critical Error (CE) or a Non-Critical Error (NCE).
• The comment automatically generated by the AutoQAi bot for each attribute.
• The obtained score.
• The call recording or chat history, as applicable.

Important: At the top of the window, the quality matrix selected for the analysis is displayed. This matrix should not be changed manually, as it is the AutoQAi bot that creates it automatically and assigns the one it deems appropriate for each call or chat. If modified, it will affect the automatic analysis performed by the AI.

In the table of attributes automatically created by the AutoQAi bot, you can view:

• The attributes evaluated in the call or chat.
• Whether the non-compliance corresponds to CE or NCE.
• The comment left by the bot for each attribute.

This entire process is performed automatically by the AutoQAi bot, which acts as an AI quality analyst, so the user only needs to consult the score and comments generated.

Viewing Long Comments and HTML Export

In the wolkvox Manager desktop version interface, there may be a difference in the display of comments generated by the AutoQAi bot when they exceed 255 characters.

In one of the views of wolkvox Manager, comments per attribute may appear truncated if they exceed 255 characters.

In the web version of wolkvox Manager, it is possible to view the complete comment.

If you are working in the desktop version and need to see the full content of a long comment, you can export the quality analysis of that call or chat in HTML format.

1. From the "Quality Analysis" results table, locate the desired call or chat.
2. Right-click on the record.
3. Select "Export".
4. Open the exported file.

In the HTML file, you can view the complete comment generated by the AutoQAi bot for each evaluated attribute.