New Report “17. WhatsApp Record Status by Agent”

wolkvox Manager introduces the new report "17. WhatsApp Record Status by Agent", available in the Reports > Interactions and Chats section. This report allows you to query and monitor the status of WhatsApp messages recorded in the operation and identify the associated agents, recipients, templates used, and potential sending errors.

This report improves message traceability by allowing you to identify whether messages were accepted, delivered, read, or encountered an error. It also provides information about the reasons for failed messages, error codes, and the dates when messages were sent and their statuses updated.

To access it, go to Reports > Interactions and Chats > 17. WhatsApp Record Status by Agent, select the date range in the Start Date and End Date fields, and click Generate Report.

The report includes the following fields:

The statuses that can be identified in the STATUS field include:

• accepted: the message was accepted for processing, but this does not mean it has already been delivered.
• delivered: the message was delivered to the recipient.
• read: the message was marked as read.
• failed: the message could not be sent or delivered successfully.

When an error occurs, the ERRORS and CODE columns provide additional information to help identify the reason for the failure and facilitate troubleshooting.

Benefits

• Greater message traceability: allows you to track WhatsApp records from the time messages are sent until their latest reported status.
• Error identification: makes it easier to detect failed messages and review their reasons and error codes to take corrective action.
• Agent-level monitoring: allows you to associate WhatsApp records with the corresponding agents and review their activity.
• Deliverability monitoring: helps identify accepted, delivered, read, or failed messages, facilitating the analysis of sending results.
• Analysis by message type: allows you to differentiate records according to their WhatsApp category and analyze their behavior.
• Greater operational visibility: provides detailed information about sender and recipient numbers, templates used, and sending and update dates, facilitating communication monitoring.

New WhatsApp Service Message Billing Report

wolkvox Manager introduces the "18. WhatsApp Service Message Billing" report within the chat reports module.

This report allows you to query the number of WhatsApp service messages sent during a specific period and determine whether they were sent by a human agent or a bot.

The information is grouped by data such as:

• Sending date.
• Session identifier.
• Chat identifier.
• Customer's phone number.
• Message destination.
• Message origin: Agent or Bot.
• Total number of messages sent.

This information makes it easier to identify the volume of service messages generated during conversations and compare it with the corresponding billing information.

The report is available in both wolkvox Manager web and desktop versions.

Benefits

• Greater transparency: allows you to identify the volume of service messages sent from the operation.
• Traceability: makes it easier to associate sent messages with their corresponding sessions and chats.
• Message origin differentiation: allows you to determine how many messages were sent by agents and how many by bots.
• Billing control: provides information to review WhatsApp service message consumption.

New IVR Calls and Minutes Report in wolkvox Manager Web

The "1.4. IVR Calls and Minutes Grouped by IVR" report, previously available in the desktop version of wolkvox Manager, can now also be accessed from the web version.

To access it, go to the Reports section, select the Diagram Reports category, and find option 1.4.

This report provides information about the calls and minutes associated with each IVR during the selected date range.

Its fields include:

To generate the report, you only need to select the desired date range.

Benefits

• Greater accessibility: allows you to access this information directly from your web browser.
• Operational monitoring: makes it easier to track call volume and recorded time for each IVR.
• Data consistency: maintains the same calculations used by the desktop report.

Allow Chat Channel Conversations to Last 24 Hours After the Last Customer Message 

Agent-assisted chat conversations will no longer close after a maximum of 23 hours from their creation. They will now close no later than 24 hours after the customer's last message, aligning with Meta's customer service window. The conversation remains open as long as the customer continues sending messages. This calculation applies to all channels, and any existing inactivity settings configured for the operation remain unchanged.

Benefits

Prevents active conversations from closing prematurely, which previously required customers to send another message to continue receiving assistance and opened a new Meta customer service window. This helps maintain service continuity.