Symptom / Need

Contact center supervisors and managers require detailed information about the speed with which calls are handled, in order to identify areas for service improvement and optimize the customer experience.

Context / Scenarios

• Service Level Monitoring: Supervisors who wish to assess compliance with the service objectives established for each skill.
• Bottleneck Identification: Managers looking to detect which time slots accumulate the most calls, in order to adjust resource allocation.
• Continuous Improvement: Managers who need to understand response patterns to implement strategies that streamline customer service.

Answer (Solution/Recommendation)

The report "8. Calls answered by time interval" in the "Skills & Services" tab of the "Reports" section of wolkvox Manager (in the left side menu) provides detailed information on the speed of answering calls, with the following key data:

• SKILL_ID: Skill or service identification number.
• SKILL_NAME: Name of the skill or service.
• ANSWER_CALLS: Total number of calls answered.
• ANSWER_0SEG_10SEG: Number of calls answered in the interval 0 to 10 seconds.
• ANSWER_11SEG_20SEG: Number of calls answered within 11 to 20 seconds.
• ANSWER_21SEG_30SEG: Number of calls answered within the 21 to 30 second interval.
• ANSWER_31SEG_40SEG: Number of calls answered within the 31 to 40 second interval.
• ANSWER_41SEG_50SEG: Number of calls answered within the 41 to 50 second interval.
• ANSWER_GREATER_THAN_51SEG: Number of calls answered in a time greater than or equal to 51 seconds.