Introduction

The "13. CDR Menu Options" report, available in the 'Reports' > 'Diagram Reports' section of wolkvox Manager, allows you to check the usage history of the Final Menu Option component in voice and chat routing points. This report helps identify which menu options the user navigated through, when each option was selected, and which activity code was associated with that navigation.

This report complements the real-time tracking of the OPC Menu component usage, as it allows you to check the historical information of the menu options selected within the flows. In these cases, activity codes are not only used to classify conversations but also to mark menu options within the routing point.

Report Information

The columns in this report include the following information:

• RP_ID: Identification number of the routing point where the menu option selection was recorded.
• CONN_ID: Identification number of the call or interaction associated with the record. In voice channels, this corresponds to the call identifier, and in chat channels, it allows relating the navigation to the processed interaction.
• CUSTOMER_ID: Identification number of the customer associated with the record.
• CHANNEL: Type of channel where the menu option was used. This column can show the following values:
  • voice: Voice interaction.
  • chat-web: Chat from a web channel.
  • chat-whatsapp: Chat from WhatsApp.
• ATTEMPT: Indicates on which attempt the menu option or activity code selected by the user was effectively captured.
• TELEPHONE: Customer's phone number associated with the call or interaction.
• DATE: Date and time when the menu option was selected.
• SECOND_EVENT: Exact second within the journey when the menu code or activity code selection was recorded.
• COD_OPC_MENU: Activity code associated with the selected menu option. This value corresponds to the code configured in the Final Menu Option component of the flow and allows identifying which route the user chose within the routing point.

This report is especially useful for analyzing the historical navigation of users within voice and chat flows, identifying which menu options are most used, and reviewing at what point in the journey each code associated with the Final Menu Option component was selected.