Symptom / Need

Contact center supervisors and managers need tools that allow them to understand in detail how the activity of all agents is distributed throughout the work day. 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 "6. Hourly 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:

• HOUR: Time of day.
• CALLS: Total number of calls made by the operation in that hour.
• INBOUND: Number of incoming calls handled by the operation in that hour.
• OUTBOUND: Number of outgoing calls made by the operation in that hour.
• INTERNAL: Number of internal calls (between agents) answered by the operation in that hour.
• READY_TIME: Accumulated time in "Ready" state during that hour.
• INBOUND_TIME: Total time spent on incoming calls during that hour.
• OUTBOUND_TIME: Total time spent on outbound 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 time that agents were logged in during that hour.
• AHT: Average time to answer a call during that hour.
• OCCUPANCY: Percentage of time that agents were busy during that hour.
• AUX_TIME: Time in auxiliary states during that hour.