Symptom or Need

The client reports an inconsistency in the chat reporting. Upon cross-referencing data between report 1. "chats" and report 8. "chat agent step" , the client indicates that there is a chat ID that does not correspond to the initial ID.

Context / Scenarios:

• Affected service: Reports Module > Reports 1 and 8 of the Interactions and Chats tab.
• Environments where it may occur: It can affect the visualization of data in both the web version of wolkvox Manager and the desktop version, or when consuming the information directly through the API.

Answer / Solution

To manage and validate this incident, follow these steps:

If you are a customer : To resolve or identify the source of this problem, we recommend performing these checks:

1. Consult documentation: We recommend that you review the official documentation on the specific operation of these two reports in our knowledge base: Report 1 Chats and Report 8 Chat agent step .
2. Review the time settings: Check the idle times you have configured, as well as the maximum closing times defined in your bot's workflows. Make sure there are no open chats from the dates the query is being made, as chat report 1 doesn't provide information until the chat is coded.
3. Check the access platform: Verify if this inconsistency in the IDs occurs only when viewing the reports in the web version, or if it also occurs in the desktop version.
4. Integration validation (API): If you consume our data externally, perform a test to confirm if the erroneous result is the same when requesting the information directly through our API.

After performing the above validations, you can create a support case or contact the service desk and include the following key information so that our team can manage the case:

1. Name of the operation to which the report corresponds.
2. Name of the reports that present the impact (in this case, confirm that they are 1. " chats " and 8. " chat agent step ").
3. Evidence of previous validations performed

If you are a Wolkvox support analyst : Before escalating the case, perform and document the following diagnostic steps:

Minimum information gathering

1. Verify with the client the name of the operation to which the report that presents the inconsistency corresponds.
2. Confirm the number and specific name of the affected reports.

Initial validations:

1. Review the official documentation on how the reports that show impact work: Report 1 Chats and Report 8 Chat agent step .
2. Check the latest released updates to see if any of them are related to the reported issue.
3. Validate the configured downtimes.
4. Check the maximum closing times defined for the bot flows.
5. To rule out a widespread problem, try replicating the behavior in the same reports, but from other operations.
6. Check if the data inconsistency occurs in the Web version or only in the Desktop version.
7. Confirm if the erroneous result is the same when consuming the data via API.

Escalation

If, after gathering information and performing initial validations, the root cause of the inconsistency is not found, the case should be escalated to Level 3 ( Digital Team).

Note on Report 8: Although this report consolidates the exact total of chats received (both by the bot and by the agents), it is important to note that the "go to agent" field is only recorded and printed in the system when the agent completely finishes handling the chat .