Symptom / Need

Contact center supervisors and analysts need to know how many interactions have been closed on each service channel, in order to evaluate the management volume and the distribution of demand across different contact channels.

Context / Scenarios

• Workload analysis: Allows you to understand which channels have the highest number of closed interactions and how activity is distributed in each one.
• Resource optimization: Facilitates decision-making regarding the allocation of agents based on demand in the different channels.
• Performance measurement: Helps evaluate the time spent managing interactions based on the source channel.

Answer (Solution/Recommendation)

The "3. Closed interactions by channel" report available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu) allows you to identify the number of interactions completed by channel.

This report includes the following columns:

• CHANNEL: Indicates the contact channel for counting interactions. It can contain values such as 'Email', 'facebook_page' or 'Instagram'.
• INTERACTIONS: Shows the total number of closed interactions on each channel.
• CLOSING_TIME: Indicates the total time spent managing interactions per channel.