Which report can I use to find out the number of closed chats per channel?
Written by Jhon Bairon Figueroa
Updated at February 26th, 2025
Table of Contents
Symptom / Need
It is necessary to identify how many chats have been closed in each communication channel available on the platform.
Context / Scenarios
- Performance analysis by channel: Allows you to evaluate which channels have the most activity in terms of closed chats.
- Optimization of resource distribution: Facilitates the assignment of agents according to the demand of each channel.
- Chat management monitoring and control: Helps monitor customer service efficiency on each channel.
- Strategic decision making: Allows you to identify trends in customer preferences for certain communication channels.
Answer (Solution/Recommendation)
The "13. Closed chats x channel" report, available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu), provides information on the number of closed chats according to the channel used.
This report includes the following key columns:
- CHANNEL: Type of attention channel. It can display the following values:
- facebook.
- instagram.
- telegram.
- web.
- INTERACTIONS : Number of closed chats in each channel.