Symptom / Need

You want to know the features and data available in the Wolkvox Agentbox Dashboard to manage and monitor an agent's performance.

Context / Scenarios

The Dashboard is a key tool within Agentbox that allows you to view agent performance in real time. It is located in the left side menu, within the Performance section , and has two main tabs: General and Campaigns .

Answer (Solution/Recommendation)

General Tab

Displays a dashboard with information about the agent's daily activity, including:

• Total contacts attended
• AHT (Average Handle Time): Average handling time per contact
• ACW (After Call Work): Time spent on tasks after the call
• Occupation: Agent's activity level
• HITs: Key Indicator of Success in Call Management
• Participation in the operation: Data segmented by channels, skills and campaigns

Campaigns Tab

This section provides detailed statistics on the achievement of campaign objectives. It is divided into three blocks:

1. Management funnel:
   • Contacts: Percentage of contacts called during the day.
   • RPC (First Call Resolution or FCR): Measures the percentage of calls that resolved the customer's need in a single contact, avoiding callbacks.
   • HIT: Measures the effectiveness of calls.
2. Consolidated HITs:
   • Total HITs recorded so far.
   • HITs per hour: Average number of HITs achieved in each working hour.
   • HITs Chart: Represents the number of HITs consolidated per hour.
3. AHT Consolidation:
   • An interactive chart where three labels are displayed on hover:
     • Blue Label: AHT achieved at the selected time.
     • Black label (base of graph): Time corresponding to the AHT shown.
     • Black label (left side): AHT value that the cursor is pointing to (unrelated to the agent's actual AHT).

This Dashboard is an essential tool to monitor and improve agent performance in their daily interactions.