Introduction

The "3. Smart Wait Details" report, available in the 'Reports' > 'Diagram Reports' section of wolkvox Manager, allows you to check the details of calls managed through the Smart Wait functionality. This report is used to review, for each case, the skill involved, the date of the incoming call, the date of the last callback attempt, the process status, the number of attempts made, the associated phone numbers, and the times related to the callback.

The Smart Wait functionality allows offering the customer a callback when the service level or agent availability requires it, in order to optimize service and reduce wait times.

Report Information

The columns in this report include the following information:

• SKILL_ID: Identification number of the agent queue where the call was managed using Smart Wait.
• DATE_INBOUND_CALL: Date and time of the incoming call made by the customer.
• DATE_LAST_OUTBOUND_CALL: Date and time when the last callback attempt was made to the customer by the system.
• STATUS: Status of the Smart Wait process for that record. This column can show the following values:
  • YES: The customer accepted the callback.
  • NO: The customer did not accept the callback and decided to continue waiting in line.
  • OK: The customer accepted the callback, and it was successfully completed.
  • NO USER: The person who answered the callback indicated that they were not the one who left the message.
  • STOP NEW: The customer accepted the callback but contacted again before being reached and was assisted; for this reason, the callback is no longer made.
  • FAIL: All configured callback attempts were made, but it was not possible to establish contact with the customer.
• ATTEMPTS: Number of callback attempts made by the system for that case.
• ANI: Phone number from which the customer made the incoming call.
• DIAL_PHONE: Phone number registered to make the callback to the customer.
• TIME_BETWEEN_CALLS: Total time elapsed between the customer's incoming call and the successful callback made by the system.
• TIME: Duration of the call.
• BILLED_MINUTES: Billed minutes associated with the call.
• CUSTOMER_ID: Customer identification number.

Additionally, at the end of the report, a TOTAL row is presented, consolidating the total number of records included in the report and summarizing the accumulated times for the queried period.