Symptom / Need

As a business, we need to have a clear and detailed view of the performance of our customer service operation in order to make informed decisions and continuously improve.

Context / Scenarios

The "Metrics" tab within "Gamification" in the Wolkvox Manager Dashboard provides a set of key metrics that allow you to monitor the overall performance of your operation.

Answer (Solution/Recommendation)

In the "Indicators" tab you can find the following reports:

Hit History: This graph shows the evolution of the number of calls classified as "hits" in the last 30 days. "Hits" are calls that meet certain quality and effectiveness criteria established by the company.

Call History: This graph shows the total number of calls made by agents in the last 30 days. This indicator allows you to monitor the volume of activity in the operation.

AHT (Average Handling Time): This indicator shows the average call handling time over the last 30 days. AHT is a key KPI that measures the efficiency of agents in resolving customer queries.

ACW (After Call Work): This indicator reflects the average time that agents take to type and record call information once the interaction with the customer has ended. ACW is another important KPI that allows evaluating team productivity.

By monitoring these key indicators, you can make informed decisions to improve service quality, agent efficiency, and the overall performance of your customer service operation.