Introduction

The "11. Chat Transfers" report allows you to consult the history of transfers made between agents within the operation's chat channels. This report is useful for identifying which chat was transferred, who transferred it, which agent received it, through which channel the transfer occurred, and when the transfer was made. With this information, you can perform operational tracking of attention movements between agents.

Report Information

Below are the details of the fields shown in this report and what each one means:

• CONN_ID: Chat identification number. This value allows uniquely identifying the conversation that was transferred.
• TRANSFER_AGENT_ID: Extension number of the agent within the wolkvox system who performed the chat transfer.
• TRANSFER_AGENT_NAME: Name of the agent who transferred the chat.
• TRANSFER_AGENT_DNI: Official identification number of the agent who performed the transfer.
• RECEIVER_AGENT_ID: Extension number of the agent within the wolkvox system who received the chat transfer.
• RECEIVER_AGENT_NAME: Name of the agent who received the chat transfer.
• RECEIVER_AGENT_DNI: Official identification number of the agent who received the transfer.
• CHANNEL: Channel of the chat where the transfer occurred. This column can display the following values:
  • facebook: Corresponds to chats from Facebook Messenger.
  • instagram: Corresponds to chats from Instagram Direct.
  • web: Corresponds to chats from web chat widgets created in wolkvox Manager.
  • whatsapp: Corresponds to WhatsApp chats.
• DATE: Date and time when the chat transfer occurred.