Symptom / Need

You need to know the details of the interactions and chats managed through different channels, including the client, the channel used, the query made and the response provided by the system.

Context / Scenarios

Interactions and chatbots are managed in wolkvox through different channels such as WhatsApp, email, social networks and webchat. To optimize automated service and improve the user experience, it is key to know the flow of interactions, customer behavior and the effectiveness of the responses generated.

Answer (Solution/Recommendation)

The "9. CDR routing Interactions and chatbots" report is located in the "Diagram Reports" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report provides detailed information about each interaction, including the contact channel, customer data, the query made and the response from the routing system.

Columns in this report include:

• SESSION_ID: Identification number of the interaction or chat.
• CHANNEL: Interaction channel (email, WhatsApp, Facebook, web, among others).
• RP_ID: Identification of the Routing Point used in wolkvox Studio.
• DATE: Date and time of the interaction or chat.
• CUSTOMER_NAME: Customer name.
• CUSTOMER_EMAIL: Customer email.
• CUSTOMER_PHONE: Customer phone number.
• CUSTOMER_QUERY: Query made by the customer (may appear masked for privacy).
• ROUTING_ANSWER: Response provided by the system (can be a message, a skill transfer, end of chat, among others).
• CUSTOMER_ID: Customer identification.
• CONN_ID: Unique identification of the interaction or chat.