Fratz QA
Monthly reports
A report pack for your monthly QA review: a team summary and one page per agent. Print it or save it as a PDF. Then see whether QA scores line up with your CSAT.
Report pack
Include
QA vs CSAT
Does a better QA score go with happier customers? Import your CSAT results as a CSV with columns agent, date, score (any CSAT scale: 1–5, %, or top-box %). Agent names must match the names in your log.
Correlation shows whether two things move together, not that one causes the other. A weak link often means the scorecard rewards process steps customers don’t notice; that’s worth a calibration discussion.