Introduction

The "4. Interactions - Detail" report, available in the Interactions and Chats report group in the Reports section of wolkvox Manager, allows you to consult the details of interactions managed in the operation. In wolkvox, interactions correspond to emails and comments on posts from Facebook and Instagram pages integrated into the operation. These interactions can be handled by agents from wolkvox Agent.

This report is useful for reviewing, interaction by interaction, data such as the channel, the agent who managed it, the skill, the associated case, sender, recipient, message content, response, times, typing, attachments, and final status. It is a useful report for operational traceability, auditing, and monitoring the management of interactions.

Report Information

The columns in this report include the following information:

• CHANNEL: Channel to which the interaction belongs. This column may display the following values:
  • Email: Interactions from emails.
  • facebook_page: Comments on posts from a Facebook page integrated into the operation.
  • instagram: Comments on posts from an Instagram page integrated into the operation.
• AGENT_NAME: Name of the agent who managed the interaction.
• SKILL_ID: Identification number of the skill or agent queue to which the interaction entered.
• CASE_ID: Number or identifier of the case assigned to the interaction.
• SUBJECT: Subject or main reference of the interaction.
  • For Email, it corresponds to the subject of the email.
  • For Facebook or Instagram interactions, it may correspond to the name or reference of the person who originated the comment or post related to the interaction.
• FROM: Sender of the initial message.
  • For Email, it corresponds to the sender's email address.
  • For Facebook or Instagram, it may show the profile identifier and its visible name.
• TO: Recipient of the message.
  • For Email, it corresponds to the recipient's email address.
  • For Facebook or Instagram, it may show the profile identifier and its visible name.
• BODY: Body of the message or comment.
  • For Email, it corresponds to the content of the email and may include plain text or HTML-formatted content.
  • For social networks, it corresponds to the comment or textual content of the interaction.
• ANSWER: Response associated with the interaction. It corresponds to the content of the response sent to the recipient or client within the managed case.
• DATE_CREATION: Date and time of creation of the interaction or the initial message.
• CLOSE_DATE: Date and time when the interaction was closed or finalized.
• TIME: Time spent on the interaction. It is presented in time format and allows knowing the total duration of the management.
• EVALUATION_SURVEY: Rating obtained by the interaction if there is a satisfaction survey response.
• COD_ACT: Activity code used to classify the result of the interaction.
• DESCRIPTION_COD_ACT: Description of the activity code used to classify the result of the interaction.
• COMMENTS: Comments left by the agent when classifying the result of the interaction.
• ATTACHMENTS: Number of attached files associated with the interaction.
  • For Email, it indicates how many files were attached.
  • For social network interactions, it will normally show 0.
• STATUS: Status of the interaction. This column may display the following values:
  • open: Open interaction.
  • close: Closed interaction.
  • archived: Archived interaction.