Introduction

The "11. IVR to Agent Step" report, available in the 'Reports' > 'Diagram Reports' section of wolkvox Manager, allows you to track a call's journey from its passage through the IVR to its possible handling in an agent queue and, if applicable, by a specific agent. This report is useful for reviewing how long the call remained in the routing point, how long it stayed in the queue, whether it was answered or abandoned, if it was transferred to an agent, how long the conversation lasted, and which activity codes were assigned.

Report Information

The columns in this report include the following information:

• CONN_ID: Call identification number.
• TIME_ON_RP: Indicates the duration of the call within the IVR or routing point.
• START_DATE_RP: Date and time when the call's journey in the IVR began.
• END_DATE_RP: Date and time when the call's journey in the IVR ended.
• RP_ID: Identification number of the executed routing point.
• ANI: Customer's phone number or the number from which the call originated.
• CUSTOMER_ID: Customer identification number.
• TIME_ON_SKILL: Time the call remained in the agent queue.
• SKILL_ID: Identification number of the agent queue.
• SKILL_RESULT: Indicates the result of the call in the agent queue. This field can show values such as:
  • ANSWER: The call was answered in the queue.
  • ABANDON: The call was abandoned before being answered. When the call does not pass through a queue or a skill result does not apply, this field may appear empty.
• GO_TO_AGENT: Indicates if the call was transferred to an agent. This field can show:
  • yes: The call was transferred to an agent.
  • no: The call was not transferred to an agent.
• AGENT_ID: Agent's extension number within the wolkvox system.
• AGENT_NAME: Name of the agent who handled the call.
• TIME_WITH_AGENT: Time the agent spent in conversation with the customer.
• TYPE_INTERACTION: Type of call associated with the record. This field can show values such as:
  • conference: Conference call.
  • inbound: Incoming call.
  • internal call: Internal call.
  • internal call_inb: Incoming internal call.
  • internal call_que: Internal call originating from a queue.
  • out_pre: Outgoing call in a predictive campaign.
  • outbound_ma: Manual outgoing call.
  • transfer: Transfer call. Depending on the record format, some values may appear in continuous notation, for example, internalcall_que.
• TOTAL_TIME: Total duration of the call, including the complete journey reported in the record.
• COD_ACT: Activity code from activity code group 1 used by the agent to classify the conversation result.
• COD_ACT_2: Activity code from activity code group 2 used by the agent to classify the conversation result. This field may be empty if the functionality to code conversations with a second activity code is disabled in the operation.