Symptom / Need

Contact center supervisors and analysts need a detailed report that allows them to review every interaction between customers and agents, including the contact channel, response time, messages sent, and any additional information shared, such as attachments or service ratings.

Context / Scenarios

• Interaction monitoring and control: Allows you to audit messages sent and received between customers and agents on different channels.
• Agent performance analysis: Facilitates the review of responses sent, response times and classification of each interaction.
• Customer Quality and Satisfaction Assessment: Provides access to satisfaction surveys associated with each interaction.
• Case management and interaction documentation: Allows you to track each interaction by its case number and the comments recorded by the agents.

Answer (Solution/Recommendation)

The "4. Interactions – Detail" report available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu) allows you to obtain detailed information about each interaction between customers and agents.

This report includes the following key columns:

• CHANNEL: Contact channel of the interaction. It can return the values: 'Email', 'Facebook Page' and 'Instagram'.
• AGENT_NAME: Name of the agent who handled the interaction.
• SKILL_ID: Numeric identification of the skill or group of agents assigned to the interaction.
• CASE_ID: Case number associated with the interaction between the customer and the agent.
• SUBJECT: Subject of the email (for email interactions) or name of the user who wrote on Facebook, Instagram or Twitter.
• FROM: Sender of the message. For emails, displays the email address. For social media interactions, displays the profile ID and name.
• TO: Recipient of the message. In emails, it shows the email address. In social networks, it indicates the recipient's ID and profile name.
• BODY: Content of the original message sent in the interaction.
• ANSWER: Response sent by the recipient of the initial message.
• DATE_CREATION: Exact date and time the interaction was created.
• CLOSE_DATE: Date and time when the interaction was closed.
• TIME: Total time spent in the interaction.
• EVALUATION_SURVEY: Evaluation obtained in the interaction in case the client has answered the satisfaction survey.
• CODE_ACT: Activity code used to characterize the interaction.
• DESCRIPTION_COD_ACT: Description of the activity code or classification assigned to the interaction.
• COMMENTS: Additional comments recorded by the agent when closing the interaction.
• ATTACHMENTS: Number of attachments in the interaction.
• STATUS: Status of the interaction. It can return the following values:
  • open (open interaction).
  • close (closed interaction).
  • archived (archived interaction).