Symptom / Need

Contact center supervisors and managers need tools that allow them to evaluate call performance throughout the day, identifying peak and off-peak times to optimize resource allocation.

Context / Scenarios

• Hourly Evaluation: Supervisors who wish to analyze call performance at specific time intervals to identify trends in call volume.
• Resource Optimization: Managers seeking to adjust staff scheduling based on hours of highest and lowest demand.
• Efficiency Analysis: Managers who require detailed data on response time and service level at different times of the day.

Answer (Solution/Recommendation)

The "4. Calls and Service Level by Hour" 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 hour. This report 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.
• 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 waiting time 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.