Symptom / Need

You need to monitor the performance of skills in your contact center to evaluate the efficiency of agent groups and measure the level of service, identifying how many interactions have been answered, abandoned, and whether target response times are being met.

Context / Scenarios

This information is especially useful for supervisors or administrators looking to analyze skills performance in real-time or over the past 20 minutes, in order to make quick decisions to improve customer experience and optimize agent deployment.

Answer (Solution/Recommendation)

In wolkvox Manager, the Skill Day and Skill last 20 minutes tabs within the Dashboard section allow you to view skill statistics using detailed tables and charts.

1. Stats table by skill
   This table includes the following key columns for each skill:
   • Inbound : Total number of incoming interactions.
   • Answered : Number of interactions handled by agents.
   • Abandoned : Number of interactions that were not answered.
   • SL/10 sec, SL/20 sec, SL/30 sec : Service level for each time interval, showing the percentage of calls answered within the target.
   • % Abandonment : Percentage of abandoned interactions.
   • ASA : Average wait time before the interaction is answered.
2. Table cells are color-coded for easy interpretation:
   • Green indicates that the goal has been reached.
   • Red shows that the service level was not met.
3. Horizontal bar chart (Being level)
   This chart shows the level of compliance with the 80/20 service level by channel (e.g., calls or chat).
   • The green bars represent the interactions attended to within the target time.
   • Red bars indicate abandoned interactions.
   • The service level percentage appears at the end of each bar.
4. Combination bar and line chart
   This chart represents recent interaction data:
   • Green bars show the number of responded interactions.
   • Red bars indicate abandoned interactions.
   • Blue line illustrates the service level (80/20), showing the percentage of compliance over each time interval.
5. You can customize the data displayed by enabling or disabling the following options:
   • Answer (green): Show only answered interactions.
   • Abandon (red): Display only abandoned interactions.
   • Service Level 80/20 (blue line): Show or hide the service level line.

Use these tools to evaluate performance and make informed decisions that optimize interaction handling and agent assignment.