Introduction

The "5. Closed Interactions by Agent" report, available in the "Interactions and Chats" report group in the Reports section of wolkvox Manager, allows you to consult how many interactions were closed by each agent within the selected period and the total management time they represented.

In wolkvox, interactions correspond to emails and comments on posts from Facebook and Instagram pages integrated into the operation. These interactions arrive at the operation and can be managed by agents from wolkvox Agent.

This report is useful for analyzing interaction management at the agent level, comparing workloads among advisors, and reviewing the total time invested in closing this type of case.

Report Information

The columns in this report include the following information:

• AGENT_NAME: Name of the agent along with their extension number within the wolkvox system. In this report, the value is usually displayed in the format: agent name (extension).
• INTERACTIONS: Number of interactions closed by the agent during the consulted period.
• CLOSE_TIME: Total accumulated time spent by the agent in managing and closing their interactions within the consulted period. Due to the behavior of the report, this field should be understood as an accumulation per agent, not the time for a single interaction.