Symptom / Need

Contact center managers and supervisors require detailed information on how calls are performing based on the number dialed, to identify areas for service improvement and optimize customer care.

Context / Scenarios

• Performance Evaluation: Supervisors who want to analyze the performance of different contact numbers to identify which ones have a better or worse level of service.
• Resource Optimization: Managers looking to adjust agent allocation based on the volume of calls received by each DNIS.
• Improving Customer Experience: Managers need to understand wait times and abandonment rates to implement strategies to improve customer satisfaction.

Answer (Solution/Recommendation)

The report "6. Calls and Service Level by DNIS" in the "Skills & Services" tab in the "Reports" section of wolkvox Manager (on the left side menu) provides crucial information about calls and service level, considering the DNIS (Dialed Number Identification Service). This report includes the following key data:

• DNIS: Dialed Number Identification.
• INBOUND_CALLS: Total number of incoming calls.
• ANSWER_CALLS: Number of calls answered.
• ABANDON_CALLS: Number of calls that were not answered.
• SERVICE_LEVEL_10SEG: Service level compliance percentage for wait times less than or equal to 10 seconds.
• SERVICE_LEVEL_20SEG: Service level compliance percentage for wait times less than or equal to 20 seconds.
• SERVICE_LEVEL_30SEG: Service level compliance percentage for wait times less than or equal to 30 seconds.
• ABANDON: Percentage of abandoned calls.
• ASA: Average Speed to Answer, which indicates the average time a customer waits on the line.
• ATA: Average Time to Abandonment, which calculates the time it takes for customers to abandon the call.