Introduction

The Automatic Quality with AI (AutoQAi) feature 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 conversation context.
• 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 "Settings."
2. Go to the "VOC" tab.
3. Locate the field: "VOC - wolkvox studio - Business Logic - Automatic Quality"
   • Select the option "auto."
4. Click "Save."
   • With this, the AI will begin to automatically create and manage quality matrices.

View Matrices Automatically Created by AI

1. In the left sidebar menu, go to "Quality Analyzer."
2. Click on "Settings."
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 the "Dashboard" from the left sidebar menu.
2. Select the "Voice and Text Analysis" tab.
3. Click on "wolkvox QA Ai."
4. Choose the view:
   • By Agent → shows individual accuracy percentage.
   • By Attribute → shows overall performance by evaluated criteria.
   • Here you can see:
   • Number of interactions analyzed.
   • % of accuracy.
   • 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 "Search."
4. On the results table, right-click
5. Select:
   • Export to HTML, or
   • Export to Excel.

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