Quality Report

The new Quality Report was developed to consolidate all relevant quality performance data in a single place. With a modern and intuitive interface, it follows the same visual standard as productivity and evaluation reports, making analysis and decision-making easier.

To access it, go to the Quality tab and select Quality Report.

📈 Quality Index

General view of performance by period, team, and agent

The Quality Index panel gathers the key indicators needed to analyze both individual and team performance, with interactive and comparative visualizations.

Key features:

• Modern visual interface: Dynamic charts and tables with intuitive filters for easier navigation and analysis.
• Supervisor view: Allows monthly performance comparisons between teams under different supervisors.
• Period comparison: When selecting a year (e.g., 2025), the system automatically compares it with the previous year (e.g., 2024).
• Detailed agent table: Displays:

• • Quality index
  • Number of evaluations
  • Number of recorded issues
  • Zero scores

View customization:

• You can switch between monthly, weekly, or daily views.
• The system automatically adjusts the visualization to prevent information overload.

👥 Group View

Consolidated view by supervisor or team

This feature provides an aggregated view of results by team, helping to compare performance across different supervisors.

Includes comparisons of:

• Group’s average quality index
• Total number of issues
• Other relevant team management metrics

This view helps identify performance patterns and improvement opportunities at the leadership level.

⚠️ Issue Report

In-depth analysis of recorded issues in evaluations

The Issue Report provides a detailed view of negative occurrences during service interactions, classifying the types of issues and their impact on performance.

Issue types:

• Standard: Regular impact on the score.
• Critical: Automatically result in a zero score for the evaluation.
• Recurring: When an agent fails two or more times on the same item.

Highlights of the report:

• Total number of issues per period
• Percentage impact of each item
• Critical items are marked with alert icons and red highlights
• View by item or by agent

Drill-down functionality:

• You can expand items to identify:
  
  • Which agents fail most on each criterion
  • The main mistakes made by each agent individually

🏆 Ranking – Top 10 Best and Worst Agents

Performance recognition with fair criteria

This ranking displays the Top 10 best and worst-performing agents for the selected period, using criteria that avoid distortions caused by isolated evaluations.

Inclusion criteria:

• Only agents with a number of evaluations equal to or above the operation’s average are included in the ranking.

Displayed information:

• Agent name
• Number of evaluations
• Average quality index

With this data, you can:

• Recognize top performers
• Quickly identify who needs closer monitoring
• Make decisions based on solid, data-driven insights

If you have any questions, please contact us at support@cyf.com