Symptom / Need

Contact center supervisors and managers require tools that allow them to understand in detail the behavior and productivity of agents throughout the workday. Having this information helps them identify patterns, optimize resource allocation, and make more informed decisions.

Context / Scenarios

• Performance Monitoring: Supervisors who need comprehensive monitoring of agent activity and efficiency in different time slots.
• Shift Planning: Managers looking to adjust agent schedules and shifts based on demand and recorded productivity.
• Opportunity Identification: Analysts who want to detect peak hours, downtime, or areas for improvement in contact center performance.

Answer (Solution/Recommendation)

The "8. Agent Statuses - Hour by Hour" report in the "Agents" tab in the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to analyze agent performance throughout the day. This report provides a detailed breakdown including:

• DATE: Reference date.
• HOUR: Time of day.
• AGENT_ID: Agent extension number.
• AGENT_DNI: Agent identification number.
• AGENT_NAME: Name of the agent.
• CALLS: Total number of calls (incoming, outgoing and internal).
• INBOUND: Number of incoming calls.
• OUTBOUND: Number of outgoing calls.
• INTERNAL: Number of internal calls.
• READY_TIME: Accumulated time in "Ready" state (ready to receive calls).
• INBOUND_TIME: Accumulated time in incoming calls.
• OUTBOUND_TIME: Accumulated time in outgoing calls.
• ACW_TIME: Accumulated time in "ACW" state (post-call activities).
• RING_TIME: Waiting time until the call is answered.
• LOGIN_TIME: Total agent connection time.
• AHT: Average Call Handling Time.
• OCCUPANCY: Percentage of agent's busy time.
• AUX_TIME: Time in auxiliary states.