Symptom / Need

I need to obtain a detailed report of each call made in the operation, including the agent who handled it, the typing code used, the duration time, and other key data of the interaction.

Context / Scenarios

In a contact center, agents must code or type customer interactions to record the reason or outcome of each call. Sometimes, it is necessary to analyze each call individually to evaluate agent performance, identify patterns in typing, or review details of specific calls.

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

Answer (Solution/Recommendation)

The "Typing Codes Detail" report provides specific information about each call, allowing you to analyze in detail the interactions recorded on the platform. The columns in this report include:

• CONN_ID: Caller ID number.
• AGENT_ID: Agent identification in wolkvox.
• AGENT_NAME: Name of the agent who handled the call.
• AGENT_DNI: National identification number of the agent.
• SKILL_ID: Skill number (agent group).
• DATE: Date and time the call was made.
• COD_ACT / DESCRIPTION_COD_ACT: Activity code #1 used by the agent to type the call and its description. May display "TIMEOUTACW" if the agent did not type within the time limit (when this service is enabled).
• COD_ACT_2 / DESCRIPTION_COD_ACT_2: Activity code #2 and its description (if a second typing code was used). May also display "TIMEOUTACW" if it was not typed in time.
• COMMENTS: Comments entered by the agent when typing the call.
• TYPE_INTERACTION: Type of call, which may include values such as:
  • conference: Conference call.
  • inbound: Incoming call.
  • internal call: Internal call.
  • out_pre: Outbound call in predictive campaign.
  • outbound_ma: Manual call out.
  • transfer: Call transferred.
• TELEPHONE: Telephone number to which the call was made.
• DESTINY: Destination of the call.
• TIME: Total duration of the call in seconds.
• HUNG_UP: Who hung up the call, the agent or the customer.
• CUSTOMER_ID: Customer identification.
• CAMPAIGN_ID: Identification of the campaign associated with the call.

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.