Introduction

The “Menu end option” component in wolkvox Studio is used to track which routes or menu options are most frequently chosen by customers within a flow.

It works by recording an activity code (disposition) as if it were the “final option” selected in the user's journey. This enables analysis in:

• Real-time Dashboard (Routing dashboard) to monitor trends.
• Historical reports (Diagram Reports) to review behavior by date ranges and export results.

This component is found within the “Basics” group and is available for Voice, Chat, and Interaction routing.

Prerequisites

Before configuring the component in Studio, keep in mind:

• Only codes created in ‘cod_act1’ can be used in the “Menu end option” component.
• Codes from ‘cod_act2’ will not appear as selectable in wolkvox Studio.
• The code created in ‘cod_act1’ must be enabled for wolkvox Studio in its configuration window.

Configuration

1. In wolkvox Studio, from the Basics group, drag the Menu end option component into the routing point flow (Voice/Chat/Interaction).
2. Open the component's configuration panel.
   • In the only available field, “Menu End Option”, select the activity code (cod_act1) you want to register as the “route/option”.
   • Save/publish the flow according to your usual process.
   • Every time an interaction reaches this node, wolkvox records that the customer “passed through” the route associated with the selected activity code, allowing for subsequent analysis and live monitoring.

Monitor options in real time (Routing dashboard)

1. In wolkvox Manager, enter the Dashboard menu on the left sidebar.
2. Open the Routing dashboard tab.
3. Use the top filters:
   1. Routing point: view a specific routing point or “All”.
   2. Channel: view “All” or filter by type (e.g., voice, chat, or interactions).
4. Review the sub-tabs:
   • Options: displays metrics such as total quantity of menu options, percentage per channel, percentage per menu end option, and menu end option by hour.
   • Decision Path and Preferences: displays the route map. The “Begin” node appears by default as the visual start of the journey.

Consult historical reports (Diagram Reports)

These reports are not real-time: they are generated by date range and allow for export.

1. In wolkvox Manager, enter the “Reports” menu on the left sidebar.
2. Go to the “Diagram Reports” tab.
3. Define the “Start date” and “End date”.
4. Generate reports related to the use of “Menu end option”, such as:
   • 1. IVR Call Detail
   • 13. CDR Menu Options
   • 14. Menu options grouped by code
5. Click “Generate report”.
   • If needed, export it (for example, to XLS or HTML by right-clicking on the generated report).