Symptom / Need

Contact center supervisors and managers need insight into service performance across interactions to identify areas for improvement and optimize customer service.

Context / Scenarios

• Service Level Monitoring: Supervisors who want to assess whether response time standards are being met in interactions.
• Churn Analysis: Managers looking to understand the reasons behind churn and how it impacts customer satisfaction.
• Multichannel Assessment: Managers who need to analyze the performance of different communication channels and their impact on customer service.

Answer (Solution/Recommendation)

The "11. Calls and Service Level by Interaction" report in the "Skills & Services" tab of wolkvox Manager provides detailed information about interactions and service level, with the following key data:

• TYPE_INTERACTION: Type of channel used for interaction (chat, email, incoming calls, etc.).
• INBOUND_CALLS: Total number of incoming calls.
• ANSWER_CALLS: Number of calls that were answered.
• ABANDON_CALLS: Percentage of calls abandoned before being answered by an advisor.
• 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: Total percentage of abandoned calls.
• ASA: Average Speed to Answer, which indicates the average time a customer waits to be served.

ATA: Average Time to Abandonment, which calculates the time it takes for customers to abandon the call.