Symptom / Need

You need to evaluate the use of smart queue functionality in your operation, understand how many customers accepted or rejected the option, and measure its impact on service level.

Context / Scenarios

Smart Waiting is a feature that optimizes call handling when the target service level is at risk. It allows customers to wait until an agent is available, improving their experience without missing the call. It is important to analyze its effectiveness to determine if it is helping to reduce the abandonment rate and improve user satisfaction.

Answer (Solution/Recommendation)

The "2. Smart Waiting" report is located in the "Diagram Reports" tab within the "Reports" section of wolkvox Manager in the left side menu. This report provides a consolidated view of smart waiting usage, including data on its impact on service level and call handling.

Columns in this report include:

• SKILL_ID: Identification of the skill (agent group) in which smart waiting was activated.
• TREATMENT: Number of calls that entered the smart waiting system.
• CUSTOMER_SAY_NO: Number of customers who declined smart queue.
• CUSTOMER_SAY_YES: Number of customers who agreed to smart waiting.
• RECALL_FAIL: Number of smart wait callbacks that were unsuccessful.
• RECALL_OK: Number of successful smart hold callbacks.
• SERVICE_LEVEL_UP: Percentage of service level improvement thanks to smart waiting in the analyzed skill.