Symptom / Need

I need to identify how long agents remain silent during their calls to assess their level of interaction with customers and detect potential communication issues.

Context / Scenarios

Silent time in a conversation can indicate a number of factors, including long wait times, lack of agent response, or technical difficulties. Analyzing this data can help improve customer experience, optimize response times, and train agents on more effective communication techniques.

Answer (Solution/Recommendation)

To find out the percentage of silence of agents on calls, you can generate the report "2. Silence percentage by agent" in the "Voice analysis" tab within the "Reports" section of wolkvox Manager.

This report includes the following key columns:

• AGENT_ID: Agent identification number in the wolkvox system.
• AGENT_NAME: Name of the agent.
• AGENT_DNI: Agent identification document number.
• SILENCE: Percentage of silence detected during the call by the agent.