Symptom / Need

Contact center managers and supervisors need a tool that allows them to evaluate daily call performance and service level of each skill, broken down by hour, to make informed decisions about resource management.

Context / Scenarios

• Performance Monitoring: Supervisors who want to track call performance at different times of the day to identify patterns and spikes in demand.
• Customer Service Optimization: Managers looking to improve service levels and reduce wait times by adjusting the number of agents based on hourly demand.
• Resource Analysis: Managers need to understand how calls are distributed throughout the day to plan shifts and assignments more effectively.

Answer (Solution/Recommendation)

The report “7. Calls and service level per hour for all skills/service per day” in the “Skills & Services” tab of the “Reports” section of wolkvox Manager (in the left side menu) provides a detailed breakdown of calls and service level per skill throughout the day, with the following key data:

• DATE: Date and time of the call.
• SKILL_ID: Skill identification number.
• SKILL_NAME: Name of the skill.
• HOUR: Time of day when the calls were recorded.
• INBOUND_CALLS: Total number of incoming calls.
• ANSWER_CALLS: Number of calls that were answered.
• ABANDON_CALLS: Number of calls that were not answered.
• SERVICE_LEVEL_10SEG: Service level compliance percentage for wait times less than or equal to 10 seconds.
• SERVICE_LEVEL_20SEG: Service level compliance percentage for wait times less than or equal to 20 seconds.
• SERVICE_LEVEL_30SEG: Service level compliance percentage for wait times less than or equal to 30 seconds.
• WAIT_TIME: Average wait time in seconds.
• ABANDON: Percentage of abandoned calls.
• AHT: Average Handle Time, which measures the total time an agent takes to serve a customer.
• ASA: Average Speed to Answer, which indicates the average time a customer waits on the line.
• ATA: Average Time to Abandonment, which calculates the time it takes for customers to abandon the call.