Symptom / Need

Obtain detailed information about the activity times of each agent in the contact center operation, in order to analyze their performance and take improvement actions.

Context / Scenarios

Contact center supervisors and managers need accurate information about the times each agent was online, receiving calls, making calls, and in After Call Work (ACW) status. This type of data is key to evaluating agent productivity and efficiency.

Answer (Solution/Recommendation)

The “1. Agent Time by Status” report in the “Agents” tab in the “Reports” section of wolkvox Manager (in the left side menu) is the ideal tool to analyze agent activity throughout the day. This report provides a detailed breakdown including:

• AGENT_ID: Extension number or agent identification in the wolkvox system.
• AGENT_DNI: Official identification number of the agent.
• AGENT_NAME: Name of the agent.
• CALLS: Total number of calls handled by the agent (incoming, outgoing and internal).
• INBOUND: Number of incoming calls received by the agent.
• OUTBOUND: Number of outgoing calls handled by the agent.
• INTERNAL: Number of internal calls made between agents of the same operation.
• READY_TIME: Time accumulated by the agent in "Ready" state, ready to receive calls.
• INBOUND_TIME: Time spent by the agent on incoming calls.
• OUTBOUND_TIME: Time spent by the agent on outbound calls.
• ACW_TIME: Time accumulated by the agent in "ACW" state, typifying the result of the calls.
• RING_TIME: Time accumulated by the agent waiting to start a call (ringback tone time).
• LOGIN_TIME: Time the agent has been logged in.
• AHT: Average time it takes for the agent to answer a call.
• OCCUPANCY: Percentage of time the agent was active during his shift.
• AUX_TIME: Time spent by the agent in auxiliary states.
• HITS: Number of calls classified by agents as successful or with positive codes.
• RPC: Number of calls in which the agent interacted with the line owner.
• AHT_OUTBOUND: Average time it takes for the agent to answer an outgoing call.
• AHT_INBOUND: Average time it takes for the agent to answer an incoming call.
• LOGIN: Exact date and time when the agent logged in.
• LOGOUT: Exact date and time when the agent logged out.