Symptom / Need

Contact center supervisors and managers need to identify how many chats were handled by the chatbot and how many were escalated to an agent by analyzing chat retention and user navigation.

Context / Scenarios

• Chatbot efficiency analysis: Allows you to evaluate what percentage of chats were handled entirely by the bot and how many required assistance from an agent.
• Customer Service Optimization: Facilitates decision-making on adjustments to chatbot conversational flows to reduce handoffs to agents.
• Agent Performance Monitoring: Provides data on the number of interactions handled by each agent and the time spent on each.
• Audit and traceability: Allows detailed monitoring of the path of each chat, from the chatbot to the agent's intervention.

Answer (Solution/Recommendation)

The "8. Chats passed to agent" report available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu) allows you to identify the number of chats that were managed by the chatbot and how many were transferred to an agent.

This report includes the following key columns:

• CONN_ID: Unique identification number of the chat.
• SESSION_ID: Interaction identification number.
• TIMES_CHATTED: Number of messages the user sent to the bot in one day.
• START_DATE / END_DATE: Start and end date of the chat.
• TIME_ON_CHATBOT: Total time the customer interacted with the chatbot in a day.
• RP_ID: ID of the routing through which the conversation was made.
• CHANNEL: Channel through which the interaction took place (Facebook, Instagram, Telegram, Web, WhatsApp).
• GO_TO_AGENT: Indicates whether the chat was transferred to an agent. If there was no transfer, the other fields will be empty.
• CUSTOMER_PHONE / CUSTOMER_NAME: Customer phone number and name.
• AGENT_ID / AGENT_NAME: Identification number and name of the agent who answered the chat.
• TIME_WITH_AGENT: Time the customer was interacting with the agent.
• TOTAL_TIME: Total time of the conversation, including chatbot and agent.
• CUSTOMER_CHARS / AGENT_CHARS / TOTAL_CHARS: Number of characters sent by the customer, the agent, and the total conversation.
• ASA: Wait time from when the chat reached the agent until he or she responded.
• LAST_SENDER: Indicates who sent the last message (Agent, Chatbot or Customer).
• CUSTOMER_ID / CUSTOMER_EMAIL: Customer ID and email.
• SKILL_ID: Skill identification (agent group).