Reports
1 min
The Agent Sensei AQM Report provides a detailed view of agent interactions along with quality scores, intents, and interaction types. It helps supervisors and quality teams monitor performance and identify improvement areas.
To access AQM report , login to OCM and navigate to reports.
Select the Report Channel , Report Name, Report Type and the Date Range.
Report Name can be OCM Agent Sensei AQM Reports.
Click on Show Report.
The report contains -
Session ID
- Unique identifier for each customer interaction.
- Useful for audits and deep-dive investigations.
Intent
- Detected intent of the customer interaction.
- Examples:
- Report issue
- Request refund
- Credit card support
- Request refund clarification
Interaction Type
- Type of interaction handled by the agent:
- Audio Call
- Chat
Final Score
- Quality score assigned by the AQM engine.
- Helps identify:
- High-performing interactions
- Low-quality or risk-prone conversations
Date & Time
- Timestamp of when the interaction occurred.
Agent Name
- Name or ID of the agent who handled the interaction.
On click of a particular session or call, The report will display agent’s quality performance for the selected session.
- Final Performance Score
- Score Indicator Bar
- Visual representation of performance level.
- Higher scores indicate better quality compliance.