Symptom / Need

Supervisors and managers need access to detailed information about calls made or received in a campaign to evaluate costs, duration, destinations, activities performed by agents, and more. This level of detail is essential for conducting audits, calculating operational costs, and monitoring service quality.

Context / Scenarios

• Cost control: Review the cost per minute or call in specific campaigns.
• Audits: Identify which agents made certain calls, their duration, and the assigned classification.
• Detailed tracking: Evaluate destinations, type of interaction (inbound, outbound, conference, etc.), and who hung up the call (customer or agent).
• Campaign Management: Analyze the relationship between calls and specific campaigns, including the assigned skill (group of agents).
• Quality of service: Obtain comments or notes left by agents and verify activities.

Answer (Solution/Recommendation)

The "1. Call Detail" report, available in the "CDR" tab within the "Reports" section of wolkvox Manager (in the left side menu), is ideal for obtaining a complete breakdown of calls. This report includes the following columns:

• AGENT_NAME: Name of the agent who handled the call.
• DATE: Date and time of the call.
• DESTINY: Destination location of the call.
• TELEPHONE: Telephone number to which the call was made.
• COST: Cost of the call.
• TIME_SEC / TIME_MIN: Call duration in seconds and minutes, respectively.
• COD_ACT / COD_ACT_2: Codes used by the agent to classify the call.
• DESCRIPTION_COD_ACT / DESCRIPTION_COD_ACT_2: Description associated with the activity codes.
• TYPE_INTERACTION: Type of call (inbound, outbound, conference, internal, etc.).
• CUSTOMER_ID: Identification of the customer related to the call.
• HANG_UP: Shows who hung up the call (customer or agent).
• CAMPAIGN_ID: Identification of the campaign related to the call.
• SKILL_ID / SKILL_NAME: Agent group (skill) that handled the call.
• AGENT_ID: Agent extension.
• COMMENT: Comments left by the agent.