Symptom / Need

Contact center supervisors and managers need tools that allow them to monitor call performance at shorter intervals, making it easier to identify problems in real time and optimize customer service.

Context / Scenarios

• Real-Time Monitoring: Supervisors who want to analyze call performance at 30-minute intervals to react quickly to spikes in demand.
• Resource Adjustment: Managers seeking to adjust staff allocation based on observed activity over short intervals, thereby improving service level.
• Efficiency Analysis: Managers require accurate data on response time and service level at regular intervals to make informed decisions.

Answer (Solution/Recommendation)

The "4.1 Calls and Service Level by 30-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 30-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 30-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.