Symptom / Need

Contact center supervisors and managers require tools that allow them to monitor call performance at a greater level of detail, facilitating the identification of problems in real time and optimizing customer service.

Context / Scenarios

• Detailed Monitoring: Supervisors who want to analyze call performance at 10-minute intervals to quickly detect any anomalies or negative trends.
• Dynamic Resource Adjustment: Managers looking to make staffing adjustments more quickly, responding to changes in demand in real time.
• Efficiency Analysis: Managers who need accurate data on response time and service level at short intervals to make informed, strategic decisions.

Answer (Solution/Recommendation)

The "4.2 Calls and Service Level by 10-Minute Intervals" 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 into 10-minute intervals. This report includes the following key data:

• SKILL_NAME: Name of the skill or service.
• HOUR: Time of day when the calls were recorded (in 10-minute intervals).
• 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.
• ASA: Average time that the customer must wait to be served.
• ABANDON: Percentage of abandoned calls.
• AHT: Average Call Handling Time.
• ATT: Talk time.
• ACW: Accumulated time in After Call Work status.
• ATA: Average time it takes for customers to abandon the call.