Symptom / Need

I need to obtain a consolidated record of the use of activity codes within the operation, in order to analyze the frequency with which each classification is used and evaluate patterns in agent interactions.

Context / Scenarios

In a contact center, agents use activity codes to classify the outcome of each call, chat, or customer interaction. However, it is important to know how many times each code has been used to identify trends, validate whether they are being applied correctly, and detect opportunities for optimization in interaction management.

To obtain this information, wolkvox Manager offers the "Typing codes grouped by code" report, available in the "Typing" tab within the "Reports" section, located in the left side menu.

Answer (Solution/Recommendation)

The "Typing Codes Grouped by Code" report allows you to view the number of times each activity code has been used, providing a clear summary of the usage of typings within the operation. The columns in this report include:

• COUNT: Number of times the typing code was used.
• COD_ACT: Name of the typing or encoding code used by agents. May display the value "TIMEOUTACW" if the agent missed the timeout to encode the call. This applies only if the typing timeout service is active.
• DESCRIPTION_COD_ACT: Description of the typing code. It can also display the value "TIMEOUTACW" in case the agent has not typed within the set time.

To generate this report, remember to first select in the "Typification" tab whether you want to obtain information from activity code group 1 or activity code group 2, using the corresponding drop-down menu.

This report is useful for supervisors and managers who want to evaluate the distribution of typings across the operation and ensure that agents are using activity codes correctly and efficiently.