Symptom / Need

Managers need to identify the time intervals in which the highest telephony costs are generated in order to optimize resources and improve operational efficiency.

Context / Scenarios

• Cost Optimization: Identify call duration intervals that represent the highest percentage of total cost to implement cost-saving strategies.
• Usage Analysis: Obtain statistics on the frequency and duration of calls made by agents.
• Budget Control: View the total cost of calls grouped by duration intervals, which helps adjust telephone budgets.
• Operational efficiency: Monitor which time slots have the highest call volume to assess agent productivity and adjust processes.

Answer (Solution/Recommendation)

The report "4. Call duration grouped by time", available in the "CDR" tab within the "Reports" section of wolkvox Manager (in the left side menu), is the ideal tool for this analysis. This report presents a grouping by time intervals that allows you to view the cost of calls according to their duration.

• INTERVAL: Groups calls by time intervals in seconds (0-5, 6-20, 21-60, 61-120, 121 seconds or more).
• CALLS: Displays the number of calls made in each interval.
• MINUTES: Indicates the total duration of calls in minutes.
• COST: Presents the total cost of calls made by agents in each interval.
• PERCENTAGE: Represents the relative cost of each interval as a percentage of the total telephone cost.