Introduction

The "1. Chats" report, available in the "Interactions and Chats" report group of the wolkvox Manager reports section, allows you to consult the operational details of the chats managed in the operation. This report is useful for reviewing channel information, response times, customer and agent participation, categorization, transfers, response times, detected sentiment, and other relevant data from each conversation.

It is a useful report for analyzing the behavior of chats individually, understanding how each conversation was managed, and evaluating operational variables such as duration, first response time, characters sent, transfers, and contact closure.

Report Information

The columns of this report include the following information:

• CONN_ID: chat identification number.
• CHANNEL: chat contact channel. This column can display values such as:
  • facebook: chat from Facebook Messenger.
  • instagram: chat from Instagram Direct.
  • web: chat from a web chat widget created in wolkvox Manager.
  • whatsapp: chat from WhatsApp.
• DATE: date and time of creation or registration of the conversation.
• DATE_CLOSE: date and time when the chat officially ended or was closed.
• ROUTING: wolkvox Studio routing point associated with the chat. It can display:
  • 0: for example, when it is a WhatsApp chat manually initiated by an agent from wolkvox Agent.
  • --- or empty: when there is no visible value associated with the routing in the report.
• CUSTOMER_NAME: customer's name.
• CUSTOMER_EMAIL: customer's email address.
• CUSTOMER_PHONE: customer's phone number.
• CUSTOMER_CHARS: total number of characters sent by the customer during the conversation.
• ASSIGNMENT_TIME: time elapsed from when the bot delivers the chat to a skill or agent queue until it is assigned to an agent. It can be empty or displayed as --- in cases where it does not apply, for example, in WhatsApp chats manually initiated by an agent.
• AGENT_AVERAGE_RESPONSE_TIME: average time between the agent's responses. It can be empty or displayed as --- when there were not enough agent responses to calculate the average or when it does not apply.
• AGENT_ID: agent's extension number within the wolkvox system. In some cases, it can also display values such as:
  • chat_bot: when the conversation was managed by a bot and not by a human agent.
• AGENT_NAME: agent's name.
• AGENT_CHARS: total number of characters sent by the agent during the conversation.
• TIME_ON_AGENT: duration of the time the chat was being managed by an agent.
• CHAT_DURATION: total duration of the conversation.
• COD_ACT: activity code used to categorize the chat result. This column can display:
  • the categorization code configured in the operation;
  • system values such as TIMEOUTCHAT, when the chat ends due to inactivity;
  • values such as TIMEOUTACW, when the categorization is not completed within the expected time.
  • other operational events.
• DESCRIPTION_COD_ACT: description of the activity code used to categorize the chat result. It can match the description configured for the code or reflect system events, for example, TIMEOUTCHAT.
• TRANSFER: indicates whether the chat was transferred or not. This column can display:
  • yes: the chat was transferred.
  • no: the chat was not transferred.
• TRANSFER_TYPE: indicates to whom the chat was transferred. This column can display values such as:
  • agent: it was transferred to an agent.
  • skill: it was transferred to an agent queue.
  • routing: it was transferred to another routing point.
  • empty or ---: there was no transfer or it does not apply.
• COMMENTS: comments left by the agent when categorizing the chat result. In some cases, it can also reflect operational observations of the closure, for example, termination due to inactivity or template sending.
• CUSTOMER_ID: customer identification number. Depending on the channel origin and available information, this field can be empty, zero, or contain the registered identifier for the contact.
• SKILL_ID: identification number of the agent queue to which the chat initially entered.
• FIRST_RESPONSE_TIME: time it took for an agent to send the first message to the customer.
• LAST_PARTICIPANT_WHO_SPOKE: last participant who spoke in the chat before ending it. This column can display values such as:
  • CUSTOMER: the last message was from the customer.
  • AGENT: the last message was from the agent.
  • CHAT_BOT: the last message was from the bot.
• EXTRA_FIELD: additional field configured at the start of the web chat. Applies to chats from wolkvox Manager web chat widgets and allows storing other information requested from the user when starting the conversation.
• COMMENT: first comment or first message the customer wrote when starting the chat.
• USER_ID: user identifier in the channel. In some channels, such as WhatsApp, it may correspond to the customer's phone number. In others, it may represent the user's own identifier within the source channel.
• FEELING: sentiment identified in the customer. This column can display values such as:
  • Very Negative: very negative.
  • Negative: negative.
  • Neutral: neutral.
  • Positive: positive.
  • Very Positive: very positive.
• AGENT_DNI: agent's official identification number.
• AGENT_ANSWERS: number of responses sent by the agent to the customer during the conversation.
• BSUID: (Business Scoped User ID) displays the unique identifier assigned by Meta to each user within the interaction with a business on WhatsApp Cloud API. This data allows identifying and managing the user even in cases where their phone number is not available.