Introduction

The "2. Results by Classification Code" report, available in the 'Campaigns' tab of the reports section in wolkvox Manager, allows you to check how the conversations of a campaign are distributed according to the activity code with which they were classified. This report is useful for identifying the most frequent management results within a campaign and what percentage weight each classification has compared to the total classified conversations.

Before generating this report, it is necessary to select the campaign for which you want to query the information in the field located above the list of reports in the 'Campaigns' tab. Campaigns are displayed by their ID number. You can also select 'All' to obtain a consolidated report of all campaigns.

Report Information

The columns in this report include the following information:

• COD_ACT: Indicates the activity code with which the result of the conversation was classified. In this report, the displayed value can include both the code and its associated description, for example, 010 - TEST or 008 - SILENT_CALL, making it easier to identify the meaning of the result without needing to look it up separately. This column can also show:
  • TIMEOUTACW: Indicates that the agent did not manage to code the interaction within the allowed time. This value applies when the time limit configuration for agents to classify interactions is active.
• RECORDS: Indicates the number of conversations that were classified with that activity code within the selected campaign.
• PERCENT: Indicates the percentage that this activity code represents out of the total classified conversations included in the report.

Important Consideration About This Report

At the end of the report, a TOTAL row is presented, which consolidates:

• The total number of classified conversations included in the report.
• The total accumulated percentage, which corresponds to 100%.

This report is especially useful for analyzing the management results of a campaign, identifying which classifications are the most frequent, and understanding how conversation closures are distributed according to the activity codes configured in the operation.