Symptom / Need

Contact center supervisors and managers need detailed information about their agents' activity and performance in order to make informed decisions and improve the productivity and efficiency of the operation.

Context / Scenarios

• Analyze the individual productivity of each agent, knowing the time they have been connected, receiving calls, making calls, in "After Call Work" (ACW) status and in other auxiliary states.
• Real-time monitoring of the statuses that agents go through during their workday, to detect potential problems or bottlenecks.
• Have accurate data to evaluate agent performance and take corrective or improvement measures.
• Identify patterns and trends in agent behavior to implement training and development actions.

Answer (Solution/Recommendation)

The "2. Agent x event" report 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. This report provides valuable information on:

• AGENT_ID: Extension number or agent identification in the wolkvox system.
• AGENT_STATUS: State the agent was in (Ready, Talking, ACW, etc.).
• TIME: Duration of the agent in the selected state.
• DATE_INI: Start date and time of the state.
• DATE_END: Date and time when the status ends.
• CONN_ID: Caller ID number.
• TYPE_INTERACTION: Type of call (incoming, outgoing, transfer, etc.).
• DESTINY: Indicates whether the call was to a mobile or landline.
• TELEPHONE: Customer's telephone number.
• CAMPAIGN_ID: Campaign identification number.