Symptom / Need

I need to identify which calls have not been typed by agents to ensure that all interactions are properly classified and to correct any omissions in the coding process.

Context / Scenarios

In a contact center, it is critical for agents to code each call with an activity code to record the reason or outcome of the interaction. However, in some cases, agents may skip this step, affecting performance analysis and traceability of interactions.

To track these omissions and ensure that all calls are correctly recorded, wolkvox Manager offers the report "Calls without a typing code by agent", available in the "Typing" tab within the "Reports" section, located in the left side menu.

Answer (Solution/Recommendation)

The "Calls without a Typing Code by Agent" report shows the number of calls that were not typed by agents, allowing supervisors to take corrective action. Columns in this report include:

• UNCODE_CALLS: Number of calls that have not been coded.
• AGENT_ID: Agent extension number within the wolkvox system. This column can also display the identification number of a routing point or a PBX user.
• AGENT_NAME: Name of the assigned agent.

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 detecting errors in call coding and ensuring that agents comply with the typing procedure, improving the quality of the interaction record in the operation.