Symptom / Need

Contact center supervisors and managers require tools that allow them to monitor and track agent connection and disconnection times. This information is essential to understand the team's availability and dedication throughout the workday.

Context / Scenarios

• Attendance Management: Supervisors who need to validate agents' punctuality and compliance with schedules.
• Productivity Analysis: Managers looking to identify patterns and opportunities for improvement in staff connection times.
• Log Audit: Analysts who want a detailed history of each agent's logins and logouts.

Answer (Solution/Recommendation)

The "7. Login - Logout Time" report in the "Agents" tab in the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to analyze agent connection times. This report provides the following information:

• DATE: Date on which the agent's connection was registered.
• AGENT_ID: Agent identification number or extension.
• LOGIN: Date and time the agent logged in.
• LOGOUT: Date and time the agent logged out.
• LOGIN_TIME: Total agent connection time.
• AGENT_NAME: Name of the agent.
• AGENT_DNI: Agent's identity document.