Symptom / Need

Contact center supervisors and managers need a report that allows them to analyze the number of interactions closed daily and the total time spent managing them. This helps them evaluate the workload per day, identify patterns in the operation, and optimize resource allocation.

Context / Scenarios

• Monitoring the volume of daily interactions: Allows you to see how many interactions were closed each day.
• Trend Identification: Facilitates the detection of spikes or dips in the number of interactions served over time.
• Optimize team management: Helps adjust the number of available agents based on daily demand.
• Handle Time Analytics: Provides insight into how much time agents are spending handling interactions per day.

Answer (Solution/Recommendation)

The report "6. Closed interactions x Day" available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu) allows you to obtain a detailed summary of the number of interactions closed each day and the total time spent managing them.

This report includes the following key columns:

• DATE: Exact date on which the interactions were closed.
• INTERACTIONS: Total number of interactions closed on the day consulted.
• CLOSE_TIME: Total time spent by agents in managing and closing interactions.