How to monitor interaction volume by channel in the Routing Dashboard
Written by Jhon Bairon Figueroa
Updated at February 25th, 2025
Table of Contents
Symptom / Need
As a wolkvox system administrator, I need to monitor the volume of interactions that are processed through the different channels configured in my operation, in order to identify trends and opportunities for improvement.
Context / Scenarios
The "Routing Dashboard" tab within the wolkvox Manager Dashboard module provides a detailed view of the interaction volume by channel. Here you can find information about voice call traffic (IVR), interactions via ChatBots (WhatsApp, Web Chat, Facebook Chat) and multi-channel messaging (Emails, Facebook Page).
Answer (Solution/Recommendation)
To monitor interaction volume by channel in the Routing Dashboard, follow these steps:
- Access the wolkvox Manager module and select the "Dashboard" from the left side menu.
- Within the Dashboard, locate and select the "Routing Dashboard" tab.
- At the top, you will find two drop-down menus:
- Routing Point: Select "All" to see a consolidation of all routing points or choose a specific routing point.
- Channel: Select "All" to view the total volume or choose a specific channel (Voice, Chat, Messages).
- In the "Volume" subtab, you can see the following indicators:
- IVR: Total number of calls (IVR Calls) and minutes consumed (IVR Minutes) on the selected routing point.
- ChatBot Interactions: Number of chats made through WhatsApp, Web Chat and Facebook Chat.
- Multichannel Messaging: Number of emails processed and interactions on the Facebook page.
- Additionally, you will find two pie charts showing the percentage of ChatBot channel usage and Multi-Channel Messaging interactions.
- To analyze behavior throughout the day, check out the “ChatBots and Messaging by Hour by Channel” graph, which shows an hourly breakdown of interactions by channel type.
Using this information, you will be able to monitor the volume of interactions that are processed through the different channels configured in your wolkvox operation. This will allow you to identify patterns, trends and opportunities for improvement in customer service.