Symptom / Need

Contact center supervisors and managers require tools that allow them to monitor and evaluate how agents use the “Hold” and “Mute” functions during calls. Having this information helps them identify patterns, opportunities for improvement, and ensure an optimal customer experience.

Context / Scenarios

• Quality of Service: Supervisors who need a thorough analysis of the appropriate use of hold and mute functions to ensure efficient and uninterrupted service.
• Agent Training: Managers looking to identify agents who require additional training in the proper handling of these functionalities.
• Continuous Improvement: Analysts who want to detect optimization opportunities in customer service processes.

Answer (Solution/Recommendation)

The "10. Hold and Mute Time Detail" report in the "Agents" tab in the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to obtain detailed statistics on the use of the hold and mute functions by agents. This report provides a comprehensive breakdown including:

• TYPE_ACTION: Determines whether the agent used the "hold" or "mute" function.
• AGENT_ID: Agent identification number or extension.
• AGENT_NAME: Name of the agent.
• CONN_ID: Caller ID number.
• TYPE_INTERACTION: Type of call (conference, inbound, internal, manual outbound, etc.).
• TIME: Total time that the agent was engaged in the indicated type of action.
• SKILL_ID: Identification number of the skill or agent group related to the call.
• DATE: Date and time the action occurred.
• TELEPHONE: Telephone number the agent was in contact with.
• CUSTOMER_ID: Customer identification number.