Symptom / Need

Learn how to generate reports in wolkvox Manager to obtain detailed information about the activities of your contact center operation.

Context / Scenarios

The "Reports" section in wolkvox Manager allows you to generate more than 90 types of reports related to different aspects of the operation, such as agent performance, quality of interactions, call traffic, among others.

Answer (Solution/Recommendation)

To generate a report in wolkvox Manager, follow these steps:

1. Go to the “Reports” section on the left side menu.
2. Select a date range, setting the "Start Date" and "End Date" of the period you want to analyze.
3. Choose the tab corresponding to the type of report you need, among the available options: "Agents", "Skills & Services", "CDR", "Typification", "Diagram Reports", "Quality", "Campaigns", "Interactions and Chats", "Voice Analysis" and "Mr. Wizard".
4. Within the selected tab, choose the specific report from the list that best suits your needs.
5. Click the "Generate Report" button to get the results.
6. Once the report has been generated, you can interact with it by right-clicking on the results table. This will allow you to export the report in HTML or XLS (Excel) format.

The search by date range must be within the same month.

Remember that each type of report will provide detailed information on specific aspects of the operation, allowing you to make informed decisions to improve the performance of your contact center.

If you need more details about a particular type of report, you can request an additional article focused on that topic.