Symptom / Need

Managers need to identify unanswered calls from customers to evaluate the time spent by agents on these interactions and optimize campaign processes.

Context / Scenarios

• Operational efficiency: Analyze the accumulated time that agents spend on unconnected calls to adjust strategies and reduce unproductive times.
• Campaign Monitoring: Identify patterns in unconnected destinations, such as congested lines or busy numbers, to make informed decisions when planning campaigns.
• Regulatory Compliance: Review unanswered dialing attempts to verify correct use of features such as TCPA and Do Not Call lists.
• Resource Optimization: Determine which agents or campaigns generate the most unconnected calls to redirect efforts toward more productive interactions.

Answer (Solution/Recommendation)

The report "5. Call details for non-connected calls", available in the “CDR” tab within the “Reports” section of wolkvox Manager (in the left side menu), is the ideal tool for this analysis.

• AGENT_NAME: Name of the agent who made the call.
• DATE: Date and time of the unconnected call.
• DESTINY: Destination of the call (such as international or mobile).
• TELEPHONE: Telephone number to which the call was made.
• RING_TIME: Time in seconds that the agent waited while the phone rang.
• RESULT: Result of the call, with values such as:
  • Cancel (cancelled).
  • Chanunavail (channel not available).
  • Congestion (congested line).
  • Busy.
  • No answer (not answered).
  • Tcpa (call control per day).
  • Do not call (blacklisted number).
• TYPE_INTERACTION: Type of interaction, such as:
  • outbound_ma (manual).
  • conference (conference).
  • inbound (entrance).
  • internal call (internal).
• CUSTOMER_ID: Identification of the customer related to the call.
• CAMPAIGN_ID: Identification of the associated campaign.
• AGENT_ID: Extension number of the agent who made the call.
• CONN_ID: Unique caller ID number.