Introduction

The report "4. Untyped Calls by Agent," available in the 'Reports' > 'Disposition' section of wolkvox Manager, allows you to identify how many calls handled by each agent were not classified with an activity code. This report is useful for detecting potential failures in operational management, agent omissions when closing calls, or even technological issues that may be preventing the correct coding of interactions.

Note: It is necessary to select the activity code group from which to generate the report in the activity code field.

Report Information

This report presents a summary by agent with the number of calls that remained untyped. The columns that compose it are as follows:

• UNCODE_CALLS: Corresponds to the number of calls that were not classified with an activity code for each agent. In the final row of the report, this column shows the overall total of untyped calls found in the queried date range.
• AGENT_ID: Corresponds to the agent's extension number within the wolkvox system.
• AGENT_NAME: Corresponds to the name of the agent associated with the record. This field shows the name configured for each agent within the operation.