Symptom / Need

As a contact center supervisor or manager, you need a tool that allows you to thoroughly evaluate the performance of each agent in the different campaigns they participate in. This will help you identify strengths, areas for improvement, and make more informed decisions about agent assignment and resource optimization.

Context / Scenarios

• Individual performance evaluation: How productive are my agents in each campaign? What is their average call handling time?
• Identifying areas for improvement: Which campaigns do agents struggle with the most? What types of calls do they have the most trouble handling?
• Resource allocation: Which agents are best suited for each type of campaign? Do I need to reallocate agents to improve overall performance?
• Coaching and training: Which agents need additional training? In which areas should I focus coaching efforts?

Answer (Solution/Recommendation)

The “4. Agents Status by Campaign” report in the “Agents” tab in the “Reports” section of wolkvox Manager (in the left side menu) is the ideal tool to evaluate the performance of agents in each campaign. This report provides a detailed summary that includes:

• AGENT_ID: Agent extension number.
• AGENT_NAME: Name of the agent.
• CALLS: Total number of calls made by the agent.
• INBOUND: Number of incoming calls answered.
• OUTBOUND: Number of outgoing calls made.
• INTERNAL: Number of internal calls answered.
• READY_TIME: Accumulated time in “Ready” state.
• INBOUND_TIME: Total time spent on incoming calls.
• OUTBOUND_TIME: Total time on outgoing calls.
• ACW_TIME: Time in "After Call Work" state.
• RING_TIME: Cumulative time waiting to be answered.
• LOGIN_TIME: Total agent connection time.
• AHT: Average time to answer a call.
• OCCUPANCY: Percentage of time the agent was busy.
• AUX_TIME: Time in auxiliary states.
• CAMPAIGN_ID: Campaign ID.