Symptom / Need

Customer service managers and supervisors need effective tools to evaluate the performance of their teams and services, ensuring that standards of care are met and identifying areas for improvement.

Context / Scenarios

• Performance Monitoring: Supervisors who want to evaluate how agents are handling calls based on specific skills or services.
• Process Optimization: Managers looking to adjust resource allocation based on the performance of each skill.
• Abandonment Analysis: Identify patterns in abandoned calls to improve customer experience.

Answer (Solution/Recommendation)

The "1. Calls and Service Level by Skill/Service" report in the "Skills & Services" tab in the "Reports" section of wolkvox Manager (on the left side menu) is a key tool for obtaining a detailed analysis of call performance and service level. The data provided by this report is described below:

• SKILL_ID: Skill or service identification.
• SKILL_NAME: Name of the skill or service.
• INBOUND_CALLS: Total inbound calls made.
• ANSWER_CALLS: Total calls answered.
• ABANDON_CALLS: Total number of calls that were not answered.
• SERVICE_LEVEL_10SEG: Service level compliance percentage for wait times less than or equal to 10 seconds.
• SERVICE_LEVEL_20SEG: Service level compliance percentage for wait times less than or equal to 20 seconds.
• SERVICE_LEVEL_30SEG: Service level compliance percentage for wait times less than or equal to 30 seconds.
• ABANDON: Percentage of abandoned calls.
• ASA (Average Speed to Answer): Average time a customer has to wait to be served.
• ATA (Average Time to Abandonment): Average time it takes customers to wait before abandoning the call.