Introduction

The "9. CDR Routing: Interactions and Chatbots" report, available in the 'Reports' > 'Diagram Reports' section of wolkvox Manager, allows you to check the details of interactions processed in routing flows and chatbots designed in wolkvox Studio. This report is useful for reviewing through which channel the interaction entered, which routing point it was associated with, what the customer inquired about, what response was delivered by the flow, and what customer data was recorded.

Report Information

The columns in this report include the following information:

• SESSION_ID: Interaction identification number. This value allows identifying the session associated with the processed flow.
• CHANNEL: Channel through which the interaction was made. This field can show values such as:
  • configurationbox
  • crm+webhook
  • email
  • facebook
  • facebook_page
  • instagram
  • web: For chats originating from web chat widgets created in wolkvox Manager.
  • whatsapp: Unofficial WhatsApp channel.
  • whatsapp official direct: Official direct WhatsApp channel.
• RP_ID: Indicates the routing point linked to the interaction.
• DATE: Date and time when the interaction was recorded.
• CUSTOMER_NAME: Name of the customer associated with the interaction.
• CUSTOMER_EMAIL: Customer's email address.
• CUSTOMER_PHONE: Customer's phone number.
• CUSTOMER_QUERY: Query or message sent by the customer during the interaction.
• ROUTING_ANSWER: Response generated by the routing flow or chatbot. This field can show values such as:
  • MaskedText: xxxxx: Indicates that the customer's response was masked using the Masked Text component in wolkvox Studio.
  • transfer_skill: Indicates that the interaction was transferred to an agent queue.
  • Flow response text: Can show the content generated or sent by the routing point according to the configured logic.
• CUSTOMER_ID: Customer identification number.
• CONN_ID: Identification number of the chat or interaction.

Additionally, at the end of the report, a TOTAL row is presented, consolidating the total number of records included in the queried period.