Symptom / Need

You need to get a detailed report on how agents have classified interactions in a campaign, including the number of records for each activity code.

Context / Scenarios

This report is useful when you want to analyze how calls or interactions are being categorized in a specific campaign. It also helps to identify if there are any records that have not been classified by agents.

Answer (Solution/Recommendation)

The "2. Results by typing code" report in the "Campaigns" tab of the "Reports" section of wolkvox Manager allows you to see the breakdown of records handled by agents according to the typing code they used.

Columns in this report include:

• "COD_ACT": Activity code used by agents to classify the interaction. It can receive the value 'TIMEOUTACW', which indicates that the agent did not manage to classify within the configured time limit.
• "RECORDS": Number of records associated with each typing code.
• "PERCENT": Percentage that each typing code represents in relation to the total number of records.

To generate this report, select the specific campaign or choose the “All” option to include all campaigns in general.