Symptom / Need

You need to evaluate the efficiency and productivity of your agents in relation to the consumption of telephone resources, in order to optimize campaign management and make informed decisions about task assignment and staff training.

Context / Scenarios

In a contact center, it is critical to understand how phone resources are being used by agents. This will allow you to identify patterns, spot inefficiencies, and take corrective action. Some scenarios where the "Calls and Phone Usage by Agent" report can be useful:

• Productivity analysis: Compare the number of calls made by each agent with the cost associated with those calls.
• Cost control: Identify agents with high telephone consumption to implement corrective measures or adjust strategies.
• Performance evaluation: Determine whether agents are making the expected number of calls in relation to the cost generated.
• Resource optimization: Use the report to balance the workload between agents and reduce unnecessary costs.

Answer (Solution/Recommendation)

The report "2. Calls and phone usage per agent (approx)", available in the “CDR” tab within the “Reports” section of wolkvox Manager (in the left side menu), is ideal for obtaining statistics on the performance of each agent in relation to their phone usage. This report includes the following columns:

• CALLS: Total number of calls made by each agent.
• AGENT_NAME: Name of the agent responsible for the calls.
• COST: Approximate cost associated with calls made by the agent.