Introduction

The “16. Agent Productivity” report in the “Interactions and Chats” section of wolkvox Manager consolidates, for each agent, the volume of conversations handled and their associated time metrics. Its purpose is to help you identify workload levels, average handling times, and transfer percentages based on a selected date range.

Report Information

Below is the list of fields that appear in the report table and how to interpret them:

1. AGENT_ID: Unique identifier of the agent within the operation.
2. AGENT_NAME: Name of the agent in the wolkvox platform.
3. TOTAL_CHATS: Total number of conversations (chats/interactions) managed by the agent in the queried range.
4. TIME: Total accumulated conversation time for the agent: from when each conversation starts until it ends, summed for all their conversations during the period.
5. TMO: Average Handling Time. This is the average time per conversation for the agent, calculated using TIME and TOTAL_CHATS.
6. PERCENT_TRANSFER: Percentage of the agent's conversations that were transferred compared to their total for the period.