Symptom / Need

As a wolkvox Manager user, it is important to be able to track the menu options your customers select during calls and chats. This traceability will allow you to better understand your users' behavior, optimize service flows, and make informed decisions to improve the service experience.

Context / Scenarios

In the Routing Dashboard of wolkvox Manager, you can find valuable information about the use of menu options by your customers. This will allow you to identify which options are most used, the behavioral patterns in the selection of options throughout the day and opportunities for improvement in the structure and configuration of your menus.

Answer (Solution/Recommendation)

1. Access the wolkvox Manager Dashboard module and select the "Routing Dashboard" tab.
2. In the "Options" section, you will find two relevant charts:
   • "Percentage by Final Menu Option": This pie chart shows the percentage of usage for each configured menu option on the selected routing point.
   • "Final Menu Option by Hour": This vertical bar graph represents the frequency of menu option selection throughout the day, with each color corresponding to a specific option.
3. Analyze the percentages and distribution of menu option usage over time. This will allow you to identify:
   • What are the most commonly used options by your customers?
   • If there are patterns of behavior in the selection of options at certain times of the day.
   • Opportunities for improvement in the structure and configuration of your options menus.
4. Please note that "menu options" refer to the activity codes or typifications that you have configured in your routing point flows through wolkvox Studio.
5. You can complement this information with the analysis of other indicators from the Routing Dashboard, such as the volume of interactions by channel, to obtain a more complete view of your customers' experience.