Symptom / Need

As a wolkvox Manager user, I need to understand how to interpret the usage percentages of the different ChatBot and Multichannel Messaging channels displayed in the Routing Dashboard, in order to make informed decisions about optimizing my operation.

Context / Scenarios

In the "Routing Dashboard" tab of the wolkvox Manager Dashboard module, two pie charts are presented that show the percentage of use of the ChatBot and Multichannel Messaging channels.

Answer (Solution/Recommendation)

To correctly interpret the usage percentages of the ChatBot and Multi-Channel Messaging channels in the Routing Dashboard, follow these guidelines:

ChatBot Channels:

• The “ChatBot Interactions” graph shows the percentage of usage for each available chat channel: WhatsApp, Web Chat, and Facebook Chat.
• These percentages represent the distribution of chat interactions processed through the selected routing point.
• For example, if the chart shows that WhatsApp has 84.19%, Web Chat 12.40% and Facebook Chat 3.34%, it means that most of the chat interactions are happening through WhatsApp, followed by Web Chat and to a lesser extent Facebook Chat.

Multi-channel messaging channels:

• The “Multi-Channel Messaging” graph indicates the percentage of usage of messaging channels such as Email, Instagram and Facebook Page.
• These percentages reflect the distribution of messaging interactions processed through the selected routing point.
• For example, if the chart shows that Email is at 96.46% and Facebook Page is at 3.54%, it means that most of the messaging interactions are happening via Email, while Facebook Page is seeing much less usage.

These percentages allow you to identify which channels are most used by your customers, which can help you make decisions about resource allocation, optimizing service flows and improving the user experience in your wolkvox operation.