Symptom / Need

Contact center supervisors and managers require tools that allow them to evaluate how agents use transfer and conference features during calls. This information helps them identify patterns, opportunities for improvement, and ensure an optimal customer experience.

Context / Scenarios

• Quality of Service: Supervisors who need a thorough analysis of the appropriate use of transfer and conference functions to ensure efficient and smooth care.
• Agent Training: Managers looking to identify agents who require additional training in the proper handling of these functionalities.
• Continuous Improvement: Analysts who want to detect optimization opportunities in customer service processes.

Answer (Solution/Recommendation)

The "12. Transfers and Conferences x Agent" report in the "Agents" tab in the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to analyze the use of transfers and conferences by agents. This report provides a detailed breakdown including:

• AGENT_ID: Agent extension number.
• AGENT_NAME: Name of the agent.
• TRANSFER_CALLS: Number of transfers made by the agent.
• CONFERENCE_CALLS: Number of conferences made by the agent.
• TOTAL_TIME: Total time the agent was in conference plus the duration of the transfers.