Introduction

The "8. Agent Step Chats" report, available in the "Interactions and Chats" report group in the Reports section of wolkvox Manager, allows you to consult the journey of chats from their start to their closure, including whether they remained with the chatbot or were transferred to a human agent.

This report is useful for understanding how each chat was managed, how long it stayed with the bot, whether it was transferred to an agent, how long the human interaction lasted, what the total conversation time was, and what data remained associated with the contact. It is especially valuable for analyzing the efficiency of hybrid flows between chatbot and agent.

Report Information

The columns in this report include the following information:

• CONN_ID: Chat identification number.
• SESSION_ID: Chat session identifier. It is used for conversation traceability within the system.
• TIMES_CHATTED: Number of messages exchanged in the chat.
• START_DATE: Date and time when the chat started.
• END_DATE: Date and time when the chat ended.
• TIME_ON_CHATBOT: Time the customer spent interacting with the chatbot before the chat ended or before being transferred to an agent.
• RP_ID: Identification number of the chat-type routing point associated with the chat.
• CHANNEL: Type of chat channel. In this report, values such as:
  • whatsapp: Chat from WhatsApp.
  • facebook: Chat from Facebook Messenger.
  • web: Chat from a web chat widget created in wolkvox Manager.
• GO_TO_AGENT: Indicates whether the chat was transferred to an agent. This column may display:
  • yes: The chat was transferred or assigned to an agent.
  • no: The chat did not go to an agent and remained only in the automated flow or ended without human interaction.
• CUSTOMER_PHONE: Customer's phone number.
• CUSTOMER_NAME: Customer's name.
• AGENT_ID: Agent's extension number within the wolkvox system.
• AGENT_NAME: Name of the agent who handled the chat.
• TIME_WITH_AGENT: Time the customer was attended by the agent.
• TOTAL_TIME: Total duration of the chat, from start to finish.
• CUSTOMER_CHARS: Number of characters sent by the customer during the conversation.
• AGENT_CHARS: Number of characters sent by the agent during the conversation.
• TOTAL_CHARS: Total number of characters sent in the chat.
• ASA: Average Speed to Answer. Indicates the time, in seconds, it took for human interaction to respond to the chat when it was transferred to an agent.
• LAST_SENDER: Indicates who sent the last message in the chat. This column may display the following values:
  • agent: The last message was sent by an agent.
  • chat_bot: The last message was sent by the chatbot.
  • customer: The last message was sent by the customer.
• CUSTOMER_ID: Customer identification number.
• CUSTOMER_EMAIL: Customer's email address.
• SKILL_ID: Identification number of the skill or agent queue to which the chat was sent.