Symptom / Need

Contact center supervisors and managers require tools that allow them to monitor and evaluate agent performance at more granular periods throughout the workday. Having this information helps them identify trends, patterns, and opportunities for improvement in customer service.

Context / Scenarios

• Shift Optimization: Supervisors who need to adjust agent schedules and assignments based on demand and productivity recorded every half hour.
• Productivity Analysis: Managers looking to identify peaks and valleys of activity for better planning and resource management.
• Continuous Improvement: Analysts who want to detect areas of opportunity and develop strategies to improve contact center performance.

Answer (Solution/Recommendation)

The "8.1 Agent Statuses - 30 Minutes" report in the "Agents" tab in the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to analyze agent activity in 30-minute intervals. This report provides a detailed breakdown including:

• DATE: Reference date.
• HOUR: Time of day in 30-minute intervals.
• AGENT_ID: Agent extension number.
• AGENT_DNI: Agent identification number.
• AGENT_NAME: Name of the agent.
• CALLS: Total number of calls (incoming, outgoing and internal).
• INBOUND: Number of incoming calls.
• OUTBOUND: Number of outgoing calls.
• INTERNAL: Number of internal calls.
• READY_TIME: Accumulated time in "Ready" state (ready to receive calls).
• INBOUND_TIME: Accumulated time in incoming calls.
• OUTBOUND_TIME: Accumulated time in outgoing calls.
• ACW_TIME: Accumulated time in "ACW" state (post-call activities).
• RING_TIME: Waiting time until the call is answered.
• LOGIN_TIME: Total agent connection time.
• AHT: Average Call Handling Time.
• OCCUPANCY: Percentage of agent's busy time.
• AUX_TIME: Time in auxiliary states.