Symptom / Need

Contact center managers and supervisors need tools that allow them to assess workload and determine how many agents are needed to maintain an adequate level of service during different times of the day.

Context / Scenarios

• Resource Optimization: Supervisors who want to adjust the number of agents based on call demand at specific time intervals.
• Workload Analysis: Managers looking to understand how call volume varies throughout the day to plan shifts more effectively.
• Improving Customer Service: Managers who want to ensure that there are always enough agents available to serve customers, minimizing wait times and abandonment.

Answer (Solution/Recommendation)

The “5. Workforce per hour” report in the “Skills & Services” tab in the “Reports” section of wolkvox Manager (in the left side menu) provides crucial information about the number of incoming calls and the time an agent takes to serve a customer. This report allows you to measure, per hour, the optimal number of agents needed for the operation. It includes the following key data:

• SKILL_NAME: Name of the skill or service.
• HOUR: Time of day when the calls were recorded.
• INBOUND_CALLS: Total number of incoming calls.
• INBOUND_CALLS_UNIQUE_CUSTOMERS: Total number of calls entering the operation for the same customer.
• AHT: Average Call Time, which measures the time an agent takes to serve the customer from the start of the call until it is classified.

For this report, when selecting the date range, it should not be greater than 24 hours.