Symptom / Need

Contact center supervisors and managers require tools that allow them to monitor the performance of their teams and services on a daily basis, in order to identify trends, detect problems and take timely corrective actions.

Context / Scenarios

• Daily Monitoring: Supervisors who need to review call volume, service level, and abandonment percentage for each skill or service on a daily basis.
• Trend Analysis: Managers who want to identify patterns in call behavior over time to optimize planning and resource allocation.
• Management Reports: Managers who require consolidated data on operational performance for strategic decision making.

Answer (Solution/Recommendation)

The "3. Calls and Service Level by Day" report on the "Skills & Services" tab in the "Reports" section of wolkvox Manager (on the left side menu) provides detailed information on call performance and service level, broken down by day. This report includes the following key data:

• SKILL_NAME: Name of the skill or service.
• DATE: Date on which the calls were recorded.
• INBOUND_CALLS: Total number of incoming calls.
• ANSWER_CALLS: Number of calls answered.
• ABANDON_CALLS: Number of abandoned calls.
• 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.