Symptom / Need

Contact center supervisors and managers require tools that allow them to evaluate agent performance, considering whether they belong to certain skills or service groups. This information helps them identify strengths, areas of opportunity, and make more informed decisions about team management.

Context / Scenarios

• Team Management: Supervisors who need to analyze agent performance by skill or group to allocate resources efficiently and in a balanced manner.
• Skills Development: Managers seeking to identify agents who require training or support to improve their performance.
• Continuous Improvement: Analysts who want to detect optimization opportunities in workload distribution and operational efficiency.

Answer (Solution/Recommendation)

The "11. Agent time by status grouped by skill" 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 by skill or group. This report provides a detailed breakdown including:

• SKILL_ID: Identification number of the skill or agent group.
• 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 the "Ready" state (prepared and ready to receive calls).
• INBOUND_TIME: Accumulated time in incoming calls.
• OUTBOUND_TIME: Accumulated time in outgoing calls.
• ACW_TIME: Accumulated time in the "ACW" state (after call activities).
• RING_TIME: Accumulated time waiting to serve a customer or be served.
• LOGIN_TIME: Total time spent connecting to the platform.
• AHT: Average Handling Time or Average Call Time.
• OCCUPANCY: Percentage of the agent's total time that he or she was busy.
• AUX_TIME: Accumulated time in auxiliary states.
• HITS: Number of calls classified as successful.
• RPC: Calls in which communication was achieved with the line owner.
• AHT_OUTBOUND: Average Handling Time for outgoing calls.
• AHT_INBOUND: Average Handling Time for incoming calls.