Symptom / Need

You need to know the number of chats transferred between agents, agent groups, or routing points, including details such as the channel, agents involved, and the date of the transfer.

Context / Scenarios

• Chat Management Monitoring: Allows you to identify how many chats were transferred and to which agents or groups they were sent.
• Load distribution analysis: Facilitates the study of operational efficiency, verifying whether agents are transferring chats excessively or correctly.
• Interaction Audit: Helps verify whether chat transfers comply with internal customer service protocols.
• Chat Routing Optimization: Detects patterns in chat transfers to improve initial assignment and reduce the number of unnecessary transfers.

Answer (Solution/Recommendation)

The "11. Chat Transfers" report, available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu), provides a detailed record of all chat transfers performed in a given date range.

This report includes the following key columns:

• CONN_ID: Unique identification number of the chat.
• TRANSFER_AGENT_ID: Extension number of the agent who sent the transfer.
• TRANSFER_AGENT_NAME: Name of the agent who performed the chat transfer.
• TRANSFER_AGENT_DNI: Identification number of the agent who transferred the chat.
• RECEIVER_AGENT_ID: Identification number of the agent, skill or routing point that received the chat.
• RECEIVER_AGENT_NAME: Name of the agent who received the chat transfer.
• RECEIVER_AGENT_DNI: Identification number of the agent who received the chat.
• CHANNEL: Interaction channel, which can be Facebook, Instagram, Web or WhatsApp.
• DATE: Date the chat transfer was recorded.