Symptom / Need

It is necessary to know how many interactions have been transferred between agents, which agents have made and received transfers, and through which channels they have been carried out.

Context / Scenarios

• Monitoring the flow of interactions: Allows you to evaluate the number of interactions that are transferred and the efficiency in their management.
• Agent Performance Monitoring: Helps identify which agents are transferring the most interactions and to whom they are redirecting them.
• Optimizing load distribution: Makes it possible to analyze whether interactions are being managed correctly within work teams.
• Process audit: Allows control over transfers made by agents or administrators.

Answer (Solution/Recommendation)

The "9. Interaction Transfers" report, available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu), allows you to see detailed information about the interactions that have been transferred between agents or to a group of agents (skill).

This report includes the following key columns:

• CONN_ID: Unique code of the case.
• TRANSFER_AGENT_ID / TRANSFER_AGENT_NAME: Identification number and name of the agent who transferred the interaction.
• RECEIVER_AGENT_ID / RECEIVER_AGENT_NAME: ID number and name of the agent who received the interaction. If the interaction has been transferred to an agent group, the value "SKILL" will appear.
• CHANNEL: Channel through which the interaction was carried out (Email, Instagram, Facebook Page, Twitter).
• DATE: Date on which the interaction transfer was recorded.
• TRANSFER_BY: Indicates the wolkvox Manager administrator user who performed the interaction transfer.