Symptom / Need

I need to identify how quickly agents greet when starting a call, as a late greeting can impact customer experience and service perception.

Context / Scenarios

The time it takes an agent to greet a customer is a key factor in service quality. A late greeting can cause discomfort to the customer, delay the interaction and affect performance indicators. Monitoring this aspect helps to identify opportunities for improvement in agent training and in optimizing service times.

Answer (Solution/Recommendation)

To find out the percentage of slow greetings by agents, you can generate the report "3. Percentage of slow greetings by agent" in the "Voice Analytics" tab within the "Reports" section of wolkvox Manager.

This report includes the following key columns:

• AGENT_ID: Agent identification number in the wolkvox system.
• AGENT_NAME: Name of the agent.
• AGENT_DNI: Agent identification document number.
• SLOW_TO_GREET: Average percentage of late greetings detected in agent interactions.