Qualification

How to preview chat history from Data Monitor.

Symptom / Need

You want to review the content of a chat without having to export it, directly from the Data Monitor interface in wolkvox Manager.

Context / Scenarios

Data Monitor allows you to preview the complete history of chat-managed conversations to analyze the interaction between the agent and the customer.

Answer (Solution/Recommendation)

1. Access wolkvox Manager and go to the 'Data Monitor' section .
2. Select the 'Chats' tab .
3. Set your search criteria, including date range and optional filters, and click 'Search' .
4. Once the results are displayed, left-click on the chat log you wish to review.
5. A preview window will open showing:
   • The name of the agent (Agent) and the client (User).
   • The chat channel used (WhatsApp, Facebook Messenger, Web Chat or Telegram).
   • The overall sentiment identified (Very negative, Negative, Neutral, Positive, Very positive).
   • The complete message history, with:
     • Messages sent by the agent highlighted in dark blue.
     • Messages sent by the client highlighted in grey.
     • Dates and times each message was sent.
6. Use the close button ("x") at the top to return to the results table.

This feature allows you to perform a quick analysis of chat content without having to generate exports.