Symptom / Need

Contact center supervisors and managers need specific tools to evaluate agent performance in the chat channel. It's crucial to have a report that measures agent productivity in terms of the number of chats handled, time spent, and resolution efficiency, without including data from other channels such as voice or email.

Context / Scenarios

The "Agent Productivity" report in wolkvox Manager is designed to provide a clear and specific view of agent performance in the chat channel. This report is essential in the following scenarios:

• Performance Evaluation: Supervisors who need to conduct performance evaluations based on specific chat metrics.
• Resource Optimization: Identify agents who may need additional training or those who are excelling in order to allocate resources efficiently.
• Improve Customer Experience: Analyze response and resolution times to improve the customer experience in the chat channel.

Answer (Solution / Recommendation)

To access and use the Agent Productivity report in the chat channel, follow these steps:

1. Access the Reports section:
   • Log in to wolkvox Manager.
   • Navigate to the Reports module and select the "Interactions and Chats" tab.
2. Select the report:
   • In the list of available reports, find and select the "16. Agent Productivity" report.
3. Set the time period:
   • Set the date range for the report using the "Start Date" and "End Date" fields. This will allow you to analyze data within a specific period.
4. Generate the report:
   • Click the "Generate Report" button to run the report with the configured parameters.
5. Analyze the data:
   • The report will show the following key columns for each agent:
     1. AGENT_ID: Unique identification of the agent.
     2. AGENT_NAME: Agent name.
     3. TOTAL_CHATS: Total number of chats managed by the agent.
     4. TIME: Total time spent by the agent managing chats.
     5. TMO (Average Operation Time): Average time spent by the agent on each chat.
     6. PERCENT_TRANSFER: Percentage of chats transferred to another agent or skill.
6. Interpret and act on data:
   • Use the report data to identify areas for improvement, recognize outstanding agents, and make informed decisions to optimize your chat channel operations.