Symptom / Need

Contact center supervisors and managers need detailed insight into agent and customer interactions across messaging channels such as WhatsApp, Facebook, Instagram, and Webchat. This analysis is critical for monitoring service quality, tracking key messages, or resolving disputes.

Context / Scenarios

• Messaging Monitoring: Supervisors who want to monitor agent performance in chat and messaging conversations.
• Dispute Resolution: Analysts who need to consult specific messages to resolve queries or problems reported by clients.
• Quality Control: Managers looking to audit interactions to assess the quality of service provided on each channel.
• Customer Tracking: Teams interested in tracking and analyzing specific customer interactions to personalize future communications.

Answer (Solution/Recommendation)

The "2. Conversations" report available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu) is the ideal tool to analyze in detail the conversations of the messaging channels.

This report provides the following data for each conversation:

• CHANNEL: Contact channel (Facebook, Instagram, Web, WhatsApp).
• FROM: Sender of the message (AGENT or CUSTOMER).
• FROM_NAME: Name of the person who sent the message.
• TO_NAME: Name of the person who received the message (may display “chat_bot” if the message was sent to the bot).
• DATE: Exact date and time of the message.
• MESSAGE: Content of the message sent or received.
• CONN_ID: Unique chat identification number assigned by the system.
• CUSTOMER_ID: Customer identification number.
• USER_PHONE: Telephone associated with the client.