Introduction

The "16. Agent Productivity" report in the "Interactions and Chats" section of wolkvox Manager allows you to analyze the operational performance of agents in chat management within the queried period. This report consolidates how many conversations each agent handled, the total time they spent on management, their average time per conversation, and the percentage of those chats that ended in a transfer.

It is a useful report for reviewing operational workload, comparing productivity among agents, and detecting attention behaviors that require follow-up.

Report Information

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

1. AGENT_ID: Extension number of the agent within the wolkvox system. It can also display the value:
   1. chat_bot: Indicates that the conversations associated with that record were not handled by a human agent, but by a bot.
2. AGENT_NAME: Name of the agent. When the record corresponds to chat_bot, this field may appear empty or with a hyphen, as there is no associated human agent.
3. TOTAL_CHATS: Total number of conversations managed by the agent within the queried date range.
4. TIME: Total accumulated management time of the agent, summing the duration of all conversations associated with that record during the period.
5. TMO: Average Handling Time. This is the agent's average time per conversation, calculated using TIME and TOTAL_CHATS.
6. PERCENT_TRANSFER: Percentage of the agent's conversations that were transferred compared to the total chats they managed in the queried period.