Symptom / Need

You want to know the detailed information you can monitor using Data Monitor in wolkvox Manager to manage the operation of your contact center.

Context / Scenarios

Data Monitor is a tool within wolkvox Manager that allows you to monitor calls, interactions, satisfaction surveys and chats. This information helps evaluate agent performance and optimize customer experience.

Answer (Solution/Recommendation)

In Data Monitor you can monitor different types of information, organized by tabs:

1. Monitor Tab

• Conn ID : Unique identifier of the call.
• Agent : Name and extension of the agent.
• Skill : Group of skills assigned to the agent.
• Date : Date of the call.
• Interaction Type : Type of call (inbound, outbound, etc.).
• Telephone : Telephone number involved.
• Duration : Total time of the call in seconds.
• Cod_act and Cod_act_2 : Activity codes used to classify the call.
• Client ID : Client identification.
• Screen Recording : Indicates whether the screen was recorded.
• Stereo : Specifies whether the recording is stereo or mono.

2. IS Mailbox Survey Tab

• Caller ID : Caller ID.
• Agent : Name and extension of the agent.
• Skill : Assigned skill group.
• Date : Date and time of the survey.
• Q01 to Q10 : Satisfaction question ratings.
• Duration : Duration of the survey.
• Sentiment : Identified sentiment (positive, negative, neutral).

3. Interactions Tab

• Channel : Interaction channel (Facebook, email, etc.).
• Client : Name of the sender.
• Agent : Name of the agent.
• State : State of the interaction (open or closed).
• Creation and Closed : Creation and closing dates.

4. Chats Tab

• Chat_id : Chat identifier.
• Telephone and Customer : Customer information.
• Duration and ASA : Total time and average response speed.
• Typing : Code used to classify the chat.
• Feeling : Feeling identified in the conversation.

This data allows you to make informed decisions and improve overall contact center performance. Use the filters and tools available to obtain relevant and accurate information.