Symptom / Need

Contact center supervisors and managers require detailed information about the different events and states that agents go through during their workdays. This information allows them to analyze agent performance and efficiency, as well as identify areas of opportunity for continuous improvement.

Context / Scenarios

• Performance Analysis: Supervisors who need a comprehensive view of agents' activities and statuses to evaluate their performance and productivity.
• Competency Development: Managers looking to identify behavioral patterns and training opportunities for agents.
• Process Improvement: Analysts who want to detect points of improvement in customer service processes through the analysis of agent events and statuses.

Answer (Solution/Recommendation)

The "14. Agent by Event (all)" report in the "Agents" tab in the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to obtain detailed statistics on agent events and statuses. This report provides the following information:

• AGENT_ID: Agent extension number.
• AGENT_STATUS: State the agent was in (Ready, Talk, ACW, etc.).
• TIME: Duration of time in the indicated state.
• DATE_INI: Start date and time of the indicated state.
• DATE_END: End date and time of the indicated state.
• CONN_ID: Caller ID number.
• TYPE_INTERACTION: Type of call (conference, inbound, outbound, transfer, etc.).
• DESTINY: Destination of the call.
• TELEPHONE: Telephone number to which the call was made.
• CAMPAIGN_ID: Campaign identification number if the call was part of the campaign.
• AGENT_DNI: Identification number.