Symptom / Need

You want to understand how to analyze and customize the "Service Level 80/20" chart to evaluate skills performance and response times.

Context / Scenarios

The "Service Level 80/20" chart in the 'Skills' tab of the wolkvox Manager Dashboard provides a visual representation of the performance of agent groups (skills) according to their service level.

Answer (Solution/Recommendation)

1. Access wolkvox Manager and select the Dashboard section .
2. Click on the Skills tab .
3. Locate the "Service Level 80/20" graphic at the bottom of the interface.

Elements of the graph

• Axles :
  • The horizontal axis (X) shows each hour of the day.
  • The vertical axis (Y) on the right side represents service level percentages.
  • The vertical axis (Y) on the left side represents the number of calls.
• Columns :
  • Each hour of the day has separate columns to represent the number of interactions answered (Answer), abandoned (Abandon), and the percentage of service level (Service Level 80/20).

Configure display options

At the top of the graph, there are configuration options via checkboxes:

• Answer : Enable this option to display columns for answered interactions. These bars indicate how many interactions were handled within the service level.
• Abandonment : Check this box to display abandoned interactions. The columns show the number of interactions that were not attended to before the customer left.
• Service Level 80/20 – Select this option to include the percentage of service level achieved under the 80/20 rule, that is, the percentage of interactions answered within the first 20 seconds.

4. Turn these options on or off to customize the chart based on the metrics you want to analyze.

This graph allows you to evaluate the efficiency of the service at each hour of the day and make decisions to improve operational performance, optimizing response times and service levels.