Symptom / Need

Contact center supervisors and managers require detailed information about calls that have been answered, in order to evaluate agent performance and the quality of service provided.

Context / Scenarios

• Agent Performance Evaluation: Supervisors who want to analyze the response time and effectiveness of each agent in handling calls.
• Customer Experience Analytics: Managers seeking to understand the customer experience during interactions, identifying potential areas for improvement.
• Multichannel Interaction Monitoring: Managers who need to evaluate how interactions are managed across different channels (calls, chats, emails, etc.).

Answer (Solution/Recommendation)

The report "10. Answered Calls Detail" in the "Skills & Services" tab of the "Reports" section of wolkvox Manager (in the left side menu) provides detailed information about the calls that have been answered, with the following key data:

• CONN_ID: Caller ID number.
• SKILL_ID: Skill identification number.
• SKILL_NAME: Name of the skill.
• DATE: Date and time the call was answered.
• RESULT: Result of the call, which in this case will always be "ANSWER", confirming that the call was answered.
• ANI: Telephone number of the client making the call (Automatic Number Identification).
• ANSWER_TIME: Time it took the agent to answer the call.
• AGENT_ID: Extension number of the agent who answered the call.
• TYPE_INTERACTION: Type of channel through which the interaction was made (incoming call, chat, email, etc.).