Introduction

The "2. Smart Wait" report, available in the 'Reports' > 'Diagram Reports' section of wolkvox Manager, allows you to check the consolidated use of the Smart Wait functionality in the operation. This report helps identify in which skills this feature was used, how many calls entered this logic, how many customers accepted or rejected the service, how many callback attempts were successful or failed, and what impact this functionality had on the service level.

Smart Wait is a feature that allows customers to be placed on hold based on agent availability or service level. This functionality is automatically activated when the target service level is at risk.

Report Information

The columns in this report include the following information:

• SKILL_ID: Identification number of the agent queue where the Smart Wait functionality was used.
• TREATMENT: Number of calls that entered the Smart Wait system. This value indicates how many interactions were managed using this feature in the reported skill.
• CUSTOMER_SAY_NO: Number of customers who rejected Smart Wait. This corresponds to cases where the customer did not accept this treatment and continued through another route defined in the operation.
• CUSTOMER_SAY_YES: Number of customers who accepted Smart Wait. This corresponds to cases where the customer did accept this alternative within the flow.
• RECALL_FAIL: Number of Smart Wait callback attempts that were unsuccessful. This field reflects callback attempts that failed to complete successfully.
• RECALL_OK: Number of Smart Wait callback attempts that were successful. This value indicates how many callbacks were completed effectively.
• SERVICE_LEVEL_UP: Percentage by which Smart Wait increased the service level in the reported skill. This field is presented in percentage format. It can show values such as:
  • 0.00%: Indicates that there was no increase in the service level for that skill.
  • A positive value: Indicates the percentage by which the functionality contributed to the increase in service level.

Additionally, at the end of the report, a TOTAL row is presented, consolidating the overall information for the queried period for all skills included in the report.