Symptom / Need

Contact center supervisors and managers require detailed information about the transfers and conferences agents make during calls. This information allows them to identify patterns, evaluate service quality, and make informed decisions to improve operational efficiency.

Context / Scenarios

• Quality of Service: Supervisors who require thorough analysis of transfers and conferences to ensure an optimal customer experience.
• Skills Development: Managers looking to identify agents who require additional training in the proper management of these functionalities.
• Continuous Improvement: Analysts who want to detect optimization opportunities in customer service processes.

Answer (Solution/Recommendation)

The "13. Transfers and Conferences Detail" report in the "Agents" tab in the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to analyze in detail the transfers and conferences made by agents. This report provides a detailed breakdown including:

• AGENT_ID: Agent extension number.
• AGENT_NAME: Name of the agent.
• CONN_ID: Caller ID number.
• DATE: Date of the call.
• TELEPHONE: Telephone number.
• TYPE_INTERACTION: Determines whether the action was a transfer or a conference.
• TIME: Indicates the total duration of the conference or transfer.