Symptom / Need

I need to know how many interactions have been classified with each activity code, but grouping the information by skill (group of agents) to analyze performance by team.

Context / Scenarios

In a contact center, agents use activity codes to record the outcome of each customer interaction. In many operations, it is useful to group this information by skill to assess how different teams are performing in handling interactions and using activity codes.

To obtain this information, wolkvox Manager offers the "Typing codes by agent" 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 and Skill" report provides a consolidated summary of typings performed by agents, organized by skill. Columns in this report include:

• COUNT: Number of interactions that were classified with the indicated activity code.
• SKILL_ID: Skill (agent group) identification number.
• COD_ACT: Name of the typing code used by the skill. If agents missed the timeout to code the interaction and the system has the timeout service enabled, the value "TIMEOUTACW" may appear.
• DESCRIPTION_COD_ACT: Description of the typing code. It may also display "TIMEOUTACW" in case the agents have exceeded the time limit for coding.

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.