Symptom / Need

Contact center supervisors and managers need to know how many interactions each agent has closed in a given period and how long it took them to handle them. This allows them to evaluate agent performance, identify opportunities for improvement, and better distribute the workload.

Context / Scenarios

• Agent performance monitoring: Allows you to know how many interactions each agent has closed and how much time they have spent serving customers.
• Response time optimization: Facilitates the identification of agents with high or low closing times to improve team efficiency.
• Equal distribution of workload: Helps balance the number of interactions assigned to each agent and avoid overloads.
• Productivity Evaluation: Provides key metrics to evaluate the individual performance of each agent in managing interactions.

Answer (Solution/Recommendation)

The report "5. Closed interactions x agent" available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu) allows you to obtain a summary of the number of interactions closed by each agent and the total time they spent handling them.

This report includes the following key columns:

• AGENT_NAME: Name of the agent who managed and closed the interactions.
• INTERACTIONS: Total number of interactions closed by the agent in the consulted period.
• CLOSE_TIME: Total time spent by the agent in managing and closing interactions.