Help desk results
The view opens with one sentence, for example “2 of 6 help desk calls ended with a reset granted without verification. 1 more reset was granted after a verification step. Agents verified the caller on 3 of 6.” Under it: how many calls an agent answered, and how many counted as failed under the campaign’s rules.The three tiles
Verification observed
The grader reads each transcript and records the strongest verification step the agent took.
No verification shows in red. Every other label shows in green.
How a call is graded
A call is Failed when the agent did something the campaign’s failure rules count, without verifying first. The rules are set on the Help desk step: a reset granted or a code read out, a reset promised, or personal details confirmed. See Run a help desk test. Otherwise the call is Passed. “Reset granted without verification” means both things on one call: a reset was granted and the label is No verification.The per-agent table
One row per agent, by the name they gave, or Unknown agent 1, Unknown agent 2 and so on.
A second table lists every call: the number, who the caller posed as, the agent, the detector badge and the time. A What happened column puts it in words, such as Code read out without verification or Refused (identity questions). Details opens the call. See One call in detail.
Call-back trap results
The view opens with one sentence, for example “3 of 12 people called the number back, 1 gave information.” Under it is the typical time from message to call. It also says how many callers our detector scored and flagged. A real employee should not be flagged.The four tiles
The per-person table
Calling the number is a failure. Giving information is a worse one. Details opens the call for anyone who called.
Problems
The help desk view says No help desk call has been answered yet
The help desk view says No help desk call has been answered yet
The desk did not pick up inside its opening hours, or the calls are still queued. Check the campaign status and the hours on the Help desk step.
An agent appears twice
An agent appears twice
They gave a different name on each call, or no name on one. Rows are grouped by the name given.
The call-back view says No message has been sent yet
The call-back view says No message has been sent yet
Messages go out inside the campaign’s call window. Check the schedule, and that the people have an address on the chosen channel.
Someone is marked Did not call but says they called
Someone is marked Did not call but says they called
They called from a number not on their contact, so the call could not be matched. Such callers hear “wrong number” and nothing is kept. Add their number to the contact before the next test.