Symptom / Need

Contact center supervisors and analysts need a report that allows them to identify how many interactions each agent has closed and with what activity code or classification. This helps them analyze individual agent performance, evaluate how interactions are being handled, and optimize processes based on closing trends.

Context / Scenarios

• Agent Performance Tracking: Evaluate how many interactions each agent has closed and what activity codes they have used.
• Typing distribution analysis: Helps to identify which codes are used most frequently and whether there are patterns in interaction management.
• Optimization of customer service processes: Facilitates the detection of opportunities for improvement in the classification of interactions and in the training of agents.
• Audit and quality control: Allows you to verify whether agents are using the appropriate classifications to close each case.

Answer (Solution/Recommendation)

The report "7. Closed interactions x Agent and code" available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu) provides a detailed breakdown of the interactions closed by each agent and the assigned activity code.

This report includes the following key columns:

• INTERACTIONS: Total number of closed interactions.
• AGENT_NAME: Name of the agent who managed and closed the interaction.
• COD_ACT: Activity code or classification assigned to the interaction at the time of its closure.
• DESCRIPTION_COD_ACT: Description of the typing code used to classify the interaction.