wolkvox offers multiple report views in real time and more than 50 historical reports to effectively perform tracking of every operation. Providing accurate performance data of operations, based on the best practices of the COPC standard.
Get all the necessary information to make instant decisions on operation performance, analyzing the real-time performance of agents, queues and campaigns.
You can find real-time agent information about the amount of calls, time distribution, activity percentage and process effectiveness; in order to leverage their performance in the best way possible.
Track the amount of records to be managed, amount of responded records, database contactability, the number of successful calls and the number of calls per minute in real-time. You can focus your strategies on the performance of different databases.
Monitor real-time overview of the number of incoming calls, answered calls and abandoned calls, waiting times of clients, service levels and abandonment percentage; in order to offer better customer support.
Review real-time information about the management of routing models created in Diagram Studio.
Assess the agent performance, greeting protocol compliance and customer service promptness.
Analyze historical information of contact center operations, with more than 50 reports with download functionality to Excel and HTML files.
Get all the information about the historical performance of platform-managed campaigns, including results per phone number.
wolkvox has APIs (Application programming Interface) that allow you to integrate external applications like CRM, ERP, and Business Intelligence to get a reliable connection with different information systems.