Symptom / Need

Contact center supervisors and analysts need tools that allow them to track and analyze call transfers and conferences within the Wolkvox system. This information is essential for evaluating the efficiency of interactions, identifying patterns, and optimizing call management.

Context / Scenarios

Process Optimization: Supervisors looking to improve call management by analyzing transfers and conferences.
Performance Evaluation: Analysts who need to evaluate how transfers are handled to identify areas for improvement in the operation.
Audit and Compliance: Managers who must ensure that transfers and conferences are conducted in accordance with established protocols.

Answer (Solution / Recommendation)

The "13.1 Transfer and Conference Specific Details" report, located in the "Agents" tab of the "Reports" section of Wolkvox Manager (left side menu), is the ideal tool for analyzing call transfers and conferences. This report provides a complete breakdown of all telephone interactions that have been transferred or conferenced within the system, allowing for accurate call tracking.

Information Included in the Report:

• conn_id_transfer: Unique identifier of the transferred call or conference.
• skill_id: Identifier of the skill associated with the call, if applicable. Can be “-” if not applicable.
• date: Date and time of the call. Date and time of the call in YYYY-MM-DD HH:MM:SS format.
• ani: Telephone number from which the call originated.
• origin_agent_id: Identifier of the agent that made the transfer or conference.
• origin_agent_name: Name of the origin agent.
• destiny_agent_id: Destination agent identifier, if applicable. If there is no destination agent, “-” is displayed.
• destiny_agent_name: Name of the agent who received the call.
• dnis: Telephone number of the call destination.
• time: Duration of the call in HH:MM:SS format.
• type_call: Type of telephone interaction, such as conference, inbound, internal call, transfer, among others.
  • “conference”: Call involving multiple agents or users.
  • “inbound”: Incoming call received from an external client.
  • “internal call”: Communication between agents within the platform.
  • “internal call_inb”: Incoming internal call initiated from another extension or agent.
  • “internal call_que”: Internal call from a support queue.
  • “out_pre”: Outgoing call generated through a predictive campaign.
  • “outbound_ma”: Outbound call made manually by an agent.
  • “transfer”: Call transferred to another agent or destination within the platform.
• id_call_origin: Identifier of the original call before being transferred or conferenced.