Symptom / Need

I need to know what typing codes agents have used to record the outcome of their interactions with customers and how many times they have used each code.

Context / Scenarios

In the operation of a contact center, agents must classify or code the result of each interaction with customers (calls, chats, social networks or emails). This process allows for detailed monitoring of each agent's performance and analysis of the use of 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 by agent" report allows you to see the details of the codings made by agents in their interactions. The columns included in this report are:

• COUNT: Number of times a typing code was used.
• AGENT_NAME: Name of the agent that performed the typing.
• AGENT_DNI: Agent identification number.
• COD_ACT: Name of the typing code used. If the agent missed the time limit for coding 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 agent has 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.