Symptom / Need

Contact center supervisors and analysts require detailed insight into managed chats, including information about customers, agents, conversation duration, and channels used. This allows them to assess service quality, measure response times, and optimize interaction management.

Context / Scenarios

• Interaction tracking: Allows you to obtain detailed information about each chat, including the channel used and customer data.
• Agent performance evaluation: Facilitates the analysis of the number of characters sent, response time, and effectiveness of the response.
• Customer experience and timing analysis: Helps measure chat duration, opening delays, and sentiment expressed in the conversation.

Answer (Solution/Recommendation)

The "1. Chats" report available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu) allows you to view the details of the chats managed in the contact center.

This report includes the following key columns:

• CONN_ID: Unique chat ID, automatically assigned by the system.
• CHANNEL: Contact channel of the interaction. It can return the values: 'Facebook', 'Instagram', 'Web' and 'WhatsApp'.
• DATE: Exact date and time of chat support.
• CUSTOMER_NAME: Customer name.
• CUSTOMER_EMAIL: Customer email.
• CUSTOMER_PHONE: Customer phone number.
• CUSTOMER_CHARS: Number of characters sent by the customer during the chat.
• AGENT_ID: Agent identification number within the wolkvox system.
• AGENT_NAME: Name of the agent who answered the chat.
• AGENT_CHARS: Number of characters sent by the agent during the conversation.
• TIME_ON_AGENT: Time it took the agent to respond to the chat.
• CHAT_DURATION: Total duration of the chat from start to end.
• COD_ACT: Activity or typing code used to encode the chat result.
• DESCRIPTION_COD_ACT: Description of the activity or typing code.
• COMMENTS: Comments recorded in the chat.
• CUSTOMER_ID: Customer identification within the system.
• SKILL_ID: Agent group (skill) assigned to the interaction.
• OPENING_CHAT_DELAY: Time in seconds to delay opening the chat.
• LAST_PARTICIPANT_WHO_SPOKE: Indicates who sent the last message. Can return the values: 'agent', 'chat-bot' and 'customer'.
• EXTRA_FIELD: Extra configurable field for web chats created from wolkvox Manager. It can be used to request additional information from the user when starting the conversation.
• COMMENT: Comment that the end user wrote when starting the chat interaction.
• USER_ID: Indicates the client's phone number if the chat comes from WhatsApp, the client's IP if it comes from a web chat, or the chat ID if it comes from Facebook.
• FEELING: Feeling analyzed and identified in the conversation. It can return the values: 'very negative', 'negative', 'neutral' (normal), 'positive' and 'very positive'.
• AGENT_DNI: Agent identification number.
• AGENT_ANSWER: Number of responses sent by the agent during the conversation.