Symptom / Need

It is necessary to know the details of the interactions sent by the agents, including information about the messages, recipients and classifications.

Context / Scenarios

• Agent Performance Monitoring: Allows you to identify the quantity and content of emails sent by each agent.
• Audit and communication control: Facilitates verification of compliance with protocols in responses sent to customers.
• Service Quality Analysis: Helps evaluate the effectiveness of responses sent to customers by reviewing the content of messages and their classification.
• Optimizing interaction management: Allows you to detect patterns in the sending of emails and improve interaction management.

Answer (Solution/Recommendation)

The report "12. Interactions sent by agent", available in the "Interactions and Chats" tab within the "Reports" section of wolkvox Manager (in the left side menu), provides a detail of all interactions sent by agents.

This report includes the following key columns:

• CONN_ID: Unique identification number of the interaction.
• AGENT_ID: Agent extension number.
• AGENT_NAME: Name of the agent who sent the interaction.
• CHANNEL: Interaction channel (only “Email”).
• FROM: Sender of the message.
• TO: Receiver of the message.
• SUBJECT: Subject of the message sent.
• BODY: Content of the message.
• DATE: Date the interaction occurred.
• COD_ACT: Activity code used to typify the result of the interaction.
• DESCRIPTION_COD_ACT: Description of the activity code used.