Symptom / Need

Learn how to search and monitor chat logs on the Wolkvox platform to analyze customer interactions through this channel.

Context / Scenarios

Data Monitor's Chats tab allows Wolkvox users to search and monitor chat logs conducted via different channels such as WhatsApp, Facebook Messenger, Telegram, and ChatWeb.

Answer (Solution/Recommendation)

1. Go to the "Chats" tab in Data Monitor.
2. Select a date range (maximum 30 days).
3. Optional: Under "Search by", choose the search criteria (Agent ID, Typing, Chat ID, Customer ID, Phone).
4. Enter the value to search for in the corresponding field, using the "%" wildcard if you need more flexible searches.
5. Click "Search" to see the results.

Information in the results table:

• Chat_id: Chat identification number.
• Telephone: Customer's telephone number.
• Client: Full name of the client.
• Id Customer: Customer identification number.
• Agent: Name of the agent who answered the chat.
• Agent Id: Agent identification number.
• Last Sent: Indicates whether the last message was from the agent or the customer.
• Duration (Sec): Total duration of the chat in seconds.
• Start Date and Closing Date.
• Typification: Activity code used by the agent.
• ASA: Average Agent Response Time.
• Channel: Indicates the channel used (WhatsApp, Facebook Messenger, Telegram, Web Chat).
• Feeling: Indicates the feeling identified in the agent.