Symptom / Need

Contact center supervisors and managers need tools that allow them to understand in detail how agent activity is distributed throughout the workday. Having this information helps them identify patterns, optimize resource allocation, and make more informed decisions.

Context / Scenarios

• Performance Monitoring: Supervisors who need comprehensive monitoring of agent productivity in different time slots.
• Shift Planning: Managers looking to adjust agent schedules and shifts based on demand and recorded activity.
• Opportunities: Analysts who want to detect peak hours, downtime or areas for improvement in contact center operations.

Answer (Solution/Recommendation)

The “5. Hourly and Agent Statuses” 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 throughout the day. This report provides a detailed breakdown including:

• AGENT_ID: Agent identification number or extension.
• HOUR: Time of day.
• CALLS: Total number of calls made by the agent in that hour.
• INBOUND: Number of incoming calls answered by the agent in that hour.
• OUTBOUND: Number of outbound calls made by the agent in that hour.
• INTERNAL: Number of internal calls (between agents) answered by the agent in that hour.
• READY_TIME: Accumulated time in "Ready" state during that hour.
• INBOUND_TIME: Total time spent on incoming calls during that hour.
• ACW_TIME: Accumulated time in "After Call Work" status during that hour.
• RING_TIME: Cumulative time waiting for the call to be answered during that hour.
• LOGIN_TIME: Total agent connection time during that hour.
• AHT: Average time to answer a call during that hour.
• OCCUPANCY: Percentage of time the agent was busy during that hour.
• AUX_TIME: Time in auxiliary states during that hour.