Introduction

The "1. Chats" report, available in the "Interactions and Chats" report group in the Reports section of wolkvox Manager, allows you to consult the operational details of chats managed in the operation. This report is useful for reviewing channel information, handling times, customer and agent participation, typing, transfers, response times, detected sentiment, and other relevant data from each conversation.

It is a useful report for analyzing chat behavior individually, understanding how each conversation was managed, and evaluating operational variables such as duration, first response time, characters sent, transfers, and contact closure.

Report Information

The columns in this report include the following information:

• CONN_ID: Chat identification number.
• CHANNEL: Contact channel of the chat. This column may display values such as:
  • facebook: Chat from Facebook Messenger.
  • instagram: Chat from Instagram Direct.
  • web: Chat from a web chat widget created in wolkvox Manager.
  • whatsapp: Chat from WhatsApp.
• DATE: Date and time of creation or registration of the conversation.
• ROUTING: wolkvox Studio routing point associated with the chat. It may show:
  • 0: For example, when it is a WhatsApp chat manually initiated by an agent from wolkvox Agent.
  • --- or empty: When there is no visible value associated with the routing in the report.
• CUSTOMER_NAME: Customer's name.
• CUSTOMER_EMAIL: Customer's email address.
• CUSTOMER_PHONE: Customer's phone number.
• CUSTOMER_CHARS: Total number of characters sent by the customer during the conversation.
• ASSIGNMENT_TIME: Time elapsed from when the bot hands over the chat to a skill or agent queue until it is assigned to an agent. It may be empty or displayed as --- in cases where it does not apply, for example, in WhatsApp chats manually initiated by an agent.
• AGENT_AVERAGE_RESPONSE_TIME: Average time between agent responses. It may be empty or displayed as --- when there were not enough agent responses to calculate the average or when it does not apply.
• AGENT_ID: Agent's extension number within the wolkvox system. In some cases, it may also show values such as:
  • chat_bot: When the conversation was handled by a bot and not by a human agent.
• AGENT_NAME: Agent's name.
• AGENT_CHARS: Total number of characters sent by the agent during the conversation.
• TIME_ON_AGENT: Duration of the time the chat was being handled by an agent.
• CHAT_DURATION: Total duration of the conversation.
• COD_ACT: Activity code used to classify the chat result. This column may show:
  • The typing code configured in the operation;
  • System values such as TIMEOUTCHAT, when the chat ends due to inactivity;
  • Values such as TIMEOUTACW, when the typing is not completed within the expected time.
  • Other operational events.
• DESCRIPTION_COD_ACT: Description of the activity code used to classify the chat result. It may match the description configured for the code or reflect system events, for example, TIMEOUTCHAT.
• TRANSFER: Indicates whether the chat was transferred or not. This column may display:
  • yes: The chat was transferred.
  • no: The chat was not transferred.
• TRANSFER_TYPE: Indicates to whom the chat was transferred. This column may display values such as:
  • agent: It was transferred to an agent.
  • skill: It was transferred to an agent queue.
  • routing: It was transferred to another routing point.
  • empty or ---: There was no transfer or it does not apply.
• COMMENTS: Comments left by the agent when classifying the chat result. In some cases, it may also reflect operational observations about the closure, for example, termination due to inactivity or template sending.
• CUSTOMER_ID: Customer identification number. Depending on the channel origin and available information, this field may be empty, zero, or contain the registered identifier for the contact.
• SKILL_ID: Identification number of the agent queue to which the chat initially entered.
• FIRST_RESPONSE_TIME: Time it took for an agent to send the first message to the customer.
• LAST_PARTICIPANT_WHO_SPOKE: Last participant who spoke in the chat before it ended. This column may display values such as:
  • CUSTOMER: The last message was from the customer.
  • AGENT: The last message was from the agent.
  • CHAT_BOT: The last message was from the bot.
• EXTRA_FIELD: Additional field configured at the start of the web chat. Applies to chats from wolkvox Manager web chat widgets and allows storing other information requested from the user when starting the conversation.
• COMMENT: First comment or first message the customer wrote when starting the chat.
• USER_ID: User identifier in the channel. In some channels, such as WhatsApp, it may correspond to the customer's phone number. In others, it may represent the user's own identifier within the source channel.
• FEELING: Sentiment identified in the customer. This column may display values such as:
  • Very Negative: Very negative.
  • Negative: Negative.
  • Neutral: Neutral.
  • Positive: Positive.
  • Very Positive: Very positive.
• AGENT_DNI: Agent's official identification number.
• AGENT_ANSWERS: Number of responses sent by the agent to the customer during the conversation.