Symptom / Need

You need a detailed report on each call that used the smart hold feature, including redial attempts, callback status, and hold times.

Context / Scenarios

Smart waiting allows customers to opt for a callback instead of waiting in line. Understanding the behavior of these interactions is critical to measuring their effectiveness and optimizing the customer experience.

Answer (Solution/Recommendation)

The "3. Smart Waiting Detail" report is located in the "Diagram Reports" tab within the "Reports" section of wolkvox Manager in the left side menu. This report provides detailed information on each interaction that used smart waiting, allowing you to analyze its management and effectiveness.

Columns in this report include:

• SKILL_ID: Skill (agent group) identification number.
• DATE_INBOUND_CALL: Date and time of the customer's inbound call.
• DATE_LAST_OUTBOUND_CALL: Date and time of the last attempt to call the client back.
• STATUS: Status of smart standby management. It can take the following values:
  • YES: The customer accepted the callback.
  • NO: The customer preferred to wait in line instead of accepting the return.
  • OK: The callback was successful.
  • NO USER: The person who answered the return indicated that they were not the original customer.
  • STOP NEW: The customer accepted the return, but called again before being contacted and assisted.
  • FAIL: All redial attempts have been exhausted without success.
• ATTEMPTS: Number of attempts to call the customer back made by the system.
• ANI: Telephone number from which the customer made the incoming call.
• DIAL_PHONE: Telephone number registered by the client for callback.
• TIME_BETWEEN_CALLS: Total time between the initial client call and the successful callback.
• TIME: Duration of the call.
• BILLED_MINUTES: Minutes billed for the interaction.
• CUSTOMER_ID: Customer identification number.