Symptom / Need

Supervisors need to monitor and analyze messages sent by agents, including information such as the content of the message, the recipient, the channel used, and the agent who sent it, to ensure the quality of customer interactions and perform audits.

Context / Scenarios

• Message Audit: Review the content of messages sent by agents to ensure they meet company standards.
• Channel monitoring: Identify which channel (SMS or WhatsApp) agents use to send messages and evaluate their effectiveness.
• Interaction Tracking: Track communications between agents and customers in detail, ensuring messages are sent to the correct recipients.
• Performance analysis: Evaluate the activity of agents related to the quantity and quality of messages sent.

Answer (Solution/Recommendation)

The "3. Message Detail" report, available in the "CDR" tab within the "Reports" section of wolkvox Manager (in the left side menu), is ideal for obtaining a detailed record of messages sent by agents. This report includes the following columns:

• AGENT_ID: Agent extension number.
• AGENT_NAME: Name of the agent who sent the message.
• DATE: Date and time the message was sent.
• DESTINY: Destination location of the message.
• TELEPHONE: Telephone number to which the message was sent.
• MESSAGE: Content of the message sent by the agent.
• CHANNEL: Channel used to send the message, indicating whether it was SMS or WhatsApp (specifying the type and identifier of the connector).
• CUSTOMER_ID: Customer identification number.
• CONN_ID: Caller ID number associated with the message.