Introduction

The “Text Analytics for This Chat” component allows you to send chat conversations to wolkvox's Text Analytics intelligent analysis service. Through this service, the platform automatically analyzes the textual content of chat interactions to generate quality metrics, sentiment, compliance, and other key indicators, without the need to manually review every conversation.

This component is conceptually equivalent to the “Speech Analytics for This Call” component, with the difference being that it applies exclusively to chat channels and is available only for chat-type routing points. For the analysis to function correctly, it must be inserted into the flow before transferring the conversation to a human agent or a bot.

Requirements

You must activate Text Analytics in the operation. The path is:

1. wolkvox Manager Configuration.
2. “VOC” tab.
3. Enable the “Activate text analysis” checkbox.
4. Click “Save”.

Configuration

Place the “Text Analytics for This Chat” component before passing the interaction to the agent or skill to ensure the chat is marked for analysis from the appropriate point.

Note: This component does not have a configuration panel.