Introduction

The "9. Interaction Transfers" report, available in the "Interactions and Chats" report group in the Reports section of wolkvox Manager, allows you to consult the history of transfers made on 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 arrive at the operation and can be managed by agents from wolkvox Agent.

This report is useful for identifying which interaction was transferred, which agent transferred it, who received it, and when the transfer occurred. It also allows distinguishing whether the transfer was made to another agent or to a skill or agent queue.

Report Information

The columns in this report include the following information:

• CONN_ID: Interaction identification number.
• TRANSFER_AGENT_ID: Extension number of the agent who performed the transfer within the wolkvox system.
• TRANSFER_AGENT_NAME: Name of the agent who performed the transfer.
• RECEIVER_AGENT_ID: Extension number of the agent who received the interaction by transfer. This column may display:
  • 0: The transfer was not received by a specific agent, but by a skill or agent queue.
• RECEIVER_AGENT_NAME: Name of the agent who received the interaction by transfer. This column may display:
  • SKILL: The interaction was transferred to a skill or agent queue, not to a specific agent.
• CHANNEL: Channel of the interaction. This column may display the following values:
  • Email: Email interaction.
  • instagram: Interaction or comment from Instagram.
  • facebook_page: Interaction or comment from a Facebook page integrated into the operation.
• DATE: Date and time when the transfer occurred.
• TRANSFER_BY: Identifies who performed the transfer of the interaction. This field allows tracking the origin of the transfer within the operation.