Symptom / Need

Learn how to access and monitor customer interactions via social media and email on the Wolkvox platform.

Context / Scenarios

In addition to phone and chat interactions, the Wolkvox platform also allows you to monitor and analyze customer interactions via social media and email. This is essential to gain a complete view of the customer experience.

Answer (Solution/Recommendation)

1. In Data Monitor , go to the 'Interactions' tab .
2. Select the desired date range using the 'Date' field .
3. If you wish, you can use the available 'Search by' and 'value' filters to search for specific interactions.
4. Left click on the 'Search' button .
5. In the results table, the interactions found will have the following information columns: Channel, Client, Agent, Skill, Subject, Status, Activity or typing code, information on whether there are attached files, creation date and time, and closing date and time.
6. You can preview each interaction (email or post history from each linked social network) by left-clicking on each one.
7. For social media posts, the preview window contains detailed information such as the user who posted the comment on your post, comment history, and the post's media file.
8. For email, the preview window contains information about the sender, receiver, complete message including imported images and attachments.