How to get detailed statistics on agent activity in different auxiliary states?
Written by Jhon Bairon Figueroa
Updated at February 25th, 2025
Table of Contents
Symptom / Need
Contact center supervisors and managers need detailed information about the time each of their agents spends in different auxiliary states, such as break, lunch, meeting, etc. This information is crucial to analyze agent productivity and efficiency and make informed decisions to improve team performance.
Context / Scenarios
- Know the time that each agent has been in auxiliary states such as break, lunch, meeting, etc.
- Identify opportunities for improvement in agent performance by analyzing the time they spend in these states.
- Detect potential problems or bottlenecks in the operation by monitoring agent times in auxiliary states.
- Make informed decisions to optimize resource allocation and workloads.
Answer (Solution/Recommendation)
The report "3. Auxiliary times x agent" in the “Agents” tab in the “Reports” section of wolkvox Manager (in the left side menu) is the ideal tool to obtain detailed statistics on agent activity in auxiliary statuses. This report provides valuable information on:
- AGENT_ID (agent extension number).
- AGENT_DNI (agent's national identification number).
- AGENT_NAME (agent name).
- AUX_STATE (auxiliary state the agent was in).
- TIME (accumulated time in auxiliary state).