wolkvox Knowledge Base

What report can I use to analyze the details of abandoned calls?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need tools that enable them to identify and understand the reasons why customers are abandoning calls, in order to implement improvements that optimize the user experience. Context / Scenarios Abandonment Analysis: Identify patterns and trends in abandoned calls to determine root causes and take

Which report can I use to check call performance and service level per day?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to monitor the performance of their teams and services on a daily basis, in order to identify trends, detect problems and take timely corrective actions. Context / Scenarios Daily Monitoring: Supervisors who need to review call volume, service level, and abandonment

How to set up gamification service in Wolkvox Manager?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a Wolkvox administrator, I need to set up the gamification service to motivate agents to achieve the operation objectives. Context / Scenarios Wolkvox Manager's gamification service allows you to create a system of rewards and goals for agents, in order to keep them more engaged and interactive with key performance indicators (KPIs

Why can't I delete an agent in wolkvox Manager?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You are trying to delete an agent in wolkvox Manager, but you cannot find the option to do so or the system does not allow the deletion. Context / Scenarios You need to unsubscribe an agent who is no longer part of the team. You tried to delete an agent from the Agents tab in Agents & Skills, but you can't find the option. You are

How to view the agent screen in real time

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to monitor agent activity and view their screens in real time to improve management and service quality. Context / Scenarios The "Monitor" feature of the Dashboard in wolkvox Manager allows you to observe the screen of the connected agents, which helps to evaluate their performance and provide immediate support. Answer (Solut

¿Cómo crear un nuevo agente en wolkvox Manager?

Published March 4th, 2025 by Jhon Bairon Figueroa

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How to improve the customer service experience by analyzing their behavior in the flows

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a contact center manager, one of your top priorities is to deliver an exceptional experience to your customers. However, it is often a challenge to identify areas for improvement and optimize service flows to achieve this goal. Context / Scenarios Every time a customer interacts with your contact center, whether through voice, chat

How to improve the customer service experience by analyzing their behavior in the flows

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a contact center manager, one of your top priorities is to deliver an exceptional experience to your customers. However, it is often a challenge to identify areas for improvement and optimize service flows to achieve this goal. Context / Scenarios Every time a customer interacts with your contact center, whether through voice, chat

How can I monitor agent performance in chat management?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a supervisor or manager, I need to have a clear and detailed view of my agents' performance in handling chats with customers. Context / Scenarios The Chats & Interactions section of the Wolkvox Manager Dashboard provides real-time statistics on agent activity across different communication channels. Answer (Solution/Recommendat

wolkvox Manager 20250331

Published April 8th, 2025 by Jhon Bairon Figueroa

Update to the "Service Information" API The "7. Service Information" API from the "Information" API group in Wolkvox Manager has been updated to provide more comprehensive reporting on active services and licenses. This enhancement expands the available information, allowing users to gain a detailed view of the services integrated into their operati

How to set up and use the Alerts and Notifications Center in Wolkvox CRM

Published July 7th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to stay informed in real time about critical events, important tasks, system updates, errors, and relevant activities within wolkvox CRM. I'm looking for a centralized and customizable way to receive notifications that allow me to act quickly and maintain greater visibility into processes. Context / Scenarios Wolkvox CRM inco

How can I trace the menu options used by customers in call and chat flows?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a wolkvox Manager user, it is important to be able to track the menu options your customers select during calls and chats. This traceability will allow you to better understand your users' behavior, optimize service flows, and make informed decisions to improve the service experience. Context / Scenarios In the Routing Dashboard of

Which report allows me to analyze call transfers from the IVR to agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know how many calls were transferred from the IVR to an agent, how long they stayed in each phase, and whether the transfer was successful or not. Context / Scenarios When a customer interacts with an IVR (Interactive Voice Response), they may need to be transferred to a human agent to resolve their request. To evaluate th

wolkvox CRM 20250510

Published May 23rd, 2025 by Jhon Bairon Figueroa

Redesign of the bulk payment upload section in the Collections module Wolkvox CRM introduces a new design and workflow for bulk uploading payments associated with obligations within the Collections module. This update standardizes the process, aligning it with the structure of other bulk uploads in the platform. This feature allows you to externally

What does the 'Internet problems' message at the bottom of the wolkvox Agentbox Web or Desktop refer to?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need When trying to access Wolkvox Agentbox (Web or Desktop), the message "Internet problems" appears at the bottom of the screen. Context / Scenarios This message may be caused by different factors related to the connection or authentication in the system. Answer (Solution/Recommendation) Possible causes and solutions are: Technical f

How many agents can I create in wolkvox Manager?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the limit of agents that you can create in wolkvox Manager according to the contracted capacity. Context / Scenarios You are setting up new agents on the platform and want to know if there is a limit. When trying to create a new agent, the system does not allow it and you want to check if you have reached the user lim

Qué procesos están certificados PCI y qué consideraciones se deben tener en cuenta

Published March 5th, 2025 by Jhon Bairon Figueroa

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What report can I use to analyze agent performance by skill or agent group?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to evaluate agent performance, considering whether they belong to certain skills or service groups. This information helps them identify strengths, areas of opportunity, and make more informed decisions about team management. Context / Scenarios Team Management: Sup

Cómo realizo el registro de la IPs en el MANAGER para conexión de agentes y/o líderes

Published March 4th, 2025 by Jhon Bairon Figueroa

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How to configure advanced fields in wolkvox CRM

Published June 16th, 2025 by Jhon Bairon Figueroa

Symptom / Need Users designing complex modules in wolkvox CRM need to include fields that enable automatic calculations, relationships between modules, data visualization in tables, or cross-browsing, but they are unclear about how to configure them correctly or what specific features each advanced field type offers. Context / Scenarios In scenari

What does the initial AgentBox interface look like?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need The user needs to understand the layout and functions of the AgentBox interface to navigate and manage its tools efficiently. Context / Scenarios When you log in to AgentBox, you are presented with a screen with different sections that allow you to manage interactions, calls, and other key functions. Answer (Solution/Recommendation) L

How to integrate calls and other features of wolkvox Agent with wolkvox CRM

Published July 17th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need wolkvox CRM users to be able to initiate calls directly from CRM records, using the wolkvox Agent application, to streamline customer contact processes and automate dialing. I'm also looking to understand the additional features this integration offers agents within the CRM. Context / Scenarios The integration of wolkvox CRM

How often and how is the Wolkvox Agentbox application updated?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need Learn about the frequency and update process of Wolkvox Agentbox to ensure its proper functioning. Context / Scenarios Wolkvox Agentbox updates may raise questions about programming and possible issues at the time of installation. Answer (Solution/Recommendation) The Wolkvox Agent is updated in a controlled manner and takes 10 day

How to monitor interaction volume by channel in the Routing Dashboard

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a wolkvox system administrator, I need to monitor the volume of interactions that are processed through the different channels configured in my operation, in order to identify trends and opportunities for improvement. Context / Scenarios The "Routing Dashboard" tab within the wolkvox Manager Dashboard module provides a detailed vie

What APIs are available to integrate with my CRM?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to integrate Wolkvox with your CRM and know which APIs are available to perform automatic processes. Context / Scenarios Wolkvox offers a variety of APIs that allow you to automate processes in the CRM, such as retrieving, inserting, updating or deleting records, both individually and in bulk. Answer (Solution/Recommendat

Qué funcionalidades incluye la licencia Master de Wolkvox

Published March 4th, 2025 by Jhon Bairon Figueroa

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Cómo monitorear un IVR en Wolkvox Manager

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cómo revisar el audio de mi PC si no escucho bien

Published March 5th, 2025 by Jhon Bairon Figueroa

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What is the default call storage time in wolkvox Manager and how to extend it?

Published July 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to store call recordings and transaction data for longer than the default 6 months offered by wolkvox Manager. I need a solution to extend this storage period and understand the implications of this change. Context / Scenarios The default storage period for call data in wolkvox Manager is up to six months. However, there are

What information can I see in the Wolkvox Agentbox Dashboard?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to know the features and data available in the Wolkvox Agentbox Dashboard to manage and monitor an agent's performance. Context / Scenarios The Dashboard is a key tool within Agentbox that allows you to view agent performance in real time. It is located in the left side menu, within the Performance section , and has two mai

Cuál es la mejor ubicación para instalar mi operación en la nube de Google

Published March 4th, 2025 by Jhon Bairon Figueroa

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Por qué cuando un agente cambia de estado, wolkvox Agent (Agentbox) no se cambia y permanece en el mismo estado si está bien configurado

Published March 6th, 2025 by Jhon Bairon Figueroa

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What report can I use to analyze the use of hold and mute functions by agents?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to monitor and evaluate how agents use the “Hold” and “Mute” functions during calls. Having this information helps them identify patterns, opportunities for improvement, and ensure an optimal customer experience. Context / Scenarios Quality of Service: Supervisors w

How many IPs can I add in wolkvox Manager per license?

Published July 15th, 2025 by Jhon Bairon Figueroa

Symptom / Need Users need to know how many IP addresses they can add to Wolkvox Manager based on their license type to properly manage access and security for their system. Context / Scenarios In Wolkvox Manager, IP address management is essential for controlling access to services and ensuring operational security. Users may need to add multiple

What should I check if I have low agent occupancy or if agents spend a long time without receiving calls?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need Agents have low occupancy or remain in READY status for a long time without receiving calls. Context / Scenarios Occupancy: Measures how busy an agent is during their workday. It takes into account time spent on calls (Talk) and on related activities such as documentation (Not Ready). This indicator is key to assessing the efficiency

¿Cómo consultar el estado de los servicios de wolkvox en tiempo real?

Published March 6th, 2025 by Jhon Bairon Figueroa

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What report can I use to check clients exempted from Law 2300?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to identify the clients who have been released from Law 2300 in your operation and access detailed information about each case, such as the agent who performed the action or the date on which the release was made. Context / Scenarios You are reviewing compliance with the regulations established in Law 2300 in your operation.

Qué tipo de VPN soporta Wolkvox y qué debo tener en cuenta para configurar este servicio

Published March 4th, 2025 by Jhon Bairon Figueroa

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How to view real-time skill statistics

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to monitor the performance of skills in your contact center to evaluate the efficiency of agent groups and measure the level of service, identifying how many interactions have been answered, abandoned, and whether target response times are being met. Context / Scenarios This information is especially useful for supervisors or

How to set up your company logo in wolkvox CRM

Published July 24th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to customize wolkvox CRM with my company logo so that users can visually identify the organization they are managing, improving brand consistency within the platform. Context / Scenarios Wolkvox CRM allows you to configure your company logo, which will be prominently displayed in the platform's main menu. This feature is esse

Diferencias entre llamadas de Wolkvox y llamadas copiadas, en el reporte de transferencia de llamadas

Published March 5th, 2025 by Jhon Bairon Figueroa

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Qué esquema de seguridad ofrece Wolkvox para conectar troncales SIP por Internet

Published March 4th, 2025 by Jhon Bairon Figueroa

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Maximum audio delivery time when integrating cloud storage services with Wolkvox Manager

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom/Need: Need to know the maximum delivery time of audios when integrating cloud storage services with Wolkvox Manager. Context/Scenarios: Wolkvox allows the Manager to be integrated with different cloud storage systems, such as AWS S3, Rsync, Wolkvox Storage and Blob Storage. These services offer alternatives for storing and transferring cal

How to configure wvx Copilot training in wolkvox Manager?

Published April 29th, 2025 by Jhon Bairon Figueroa

Symptom / Need As an administrator, you need to configure wvx Copilot training to improve the support received by agents and other system components during customer interactions. This will allow you to optimize efficiency and service quality by providing accurate and contextual responses based on data specific to your operation. Context / Scenario

How to monitor operational performance with Wolkvox Manager key indicators

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a business, we need to have a clear and detailed view of the performance of our customer service operation in order to make informed decisions and continuously improve. Context / Scenarios The "Metrics" tab within "Gamification" in the Wolkvox Manager Dashboard provides a set of key metrics that allow you to monitor the overall per

Which report can I use to analyse my agents' telephone usage in Wolkvox Manager?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to evaluate the efficiency and productivity of your agents in relation to the consumption of telephone resources, in order to optimize campaign management and make informed decisions about task assignment and staff training. Context / Scenarios In a contact center, it is critical to understand how phone resources are being us

Cuáles son los canales de atención de redes sociales que Wolkvox incluye en su solución

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to export an agent report

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to save agent performance information to an HTML file to share or analyze the data outside of WorkVox Manager. Context / Scenarios The Agents tab of the Dashboard in wolkvox Manager allows you to generate a detailed report on agent activity and export it in HTML format for record keeping. Answer (Solution/Recommendation) Ente

wolkvox CRM 20250313

Published March 18th, 2025 by Jhon Bairon Figueroa

Creating and editing modules using artificial intelligence Wolkvox CRM has implemented a new feature that allows for the creation and editing of modules using artificial intelligence. This tool facilitates the configuration of fields within modules, streamlining the customization process and adapting them to the specific needs of each user. Artifici

Dónde puedo visualizar los chats e interacciones en cola en tiempo real

Published March 5th, 2025 by Jhon Bairon Figueroa

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Qué debo revisar cuando reportan que las llamadas no están ingresando al Agente o al IVR

Published March 4th, 2025 by Jhon Bairon Figueroa

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Qué revisar cuando los resultados de las campanas no son efectivos

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to interpret the indicators of the “Interactions” subtab in the “Chats & Interactions” tab of the wolkvox Manager Dashboard

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to understand the meaning and importance of the different indicators displayed in the table on the “Interactions” tab in the “Chats & Interactions” section of the wolkvox Manager Dashboard. Context / Scenarios The "Interactions" tab within "Chats & Interactions" in the wolkvox Manager Dashboard presents a number of key

What is the bandwidth required per agent for Wolkvox to operate correctly?

Published March 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need Ensure a stable and quality connection so that agents can operate smoothly when using Wolkvox. Context / Scenarios Agents can work from a controlled LAN in offices or from their homes on home connections. The quality of service directly depends on the stability and capacity of the bandwidth available to each agent. Answer (Solutio

What are the limitations when exporting chats in wolkvox Manager?

Published July 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to export your operation's chat history in Wolkvox Manager, but you're experiencing delays or restrictions when trying to generate reports, and you want to understand the limitations to plan your exports effectively. Context / Scenarios The ability to export chat history is critical for analysis, auditing, and regulatory comp

Cómo puedo desactivar el servicio de WhatsApp

Published March 5th, 2025 by Jhon Bairon Figueroa

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Por qué cuando un agente cambia de estado, el wolkvox Agent (Agentbox) no se cambia y permanece en el mismo estado

Published March 6th, 2025 by Jhon Bairon Figueroa

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En qué navegadores y en qué condiciones puedo usar las aplicaciones web de wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to Implement Field Rules for Web Forms in Wolkvox CRM

Published June 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need Wolkvox CRM users need to create more interactive and dynamic web forms, allowing them to configure specific conditions based on their needs. Implementing field rules facilitates this process, improving form interactivity and functionality. Context / Scenarios This article is useful for: Users who want to create web forms with custo

Cuál es el uso de los estados auxiliares en wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to generate reports in wolkvox Manager?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Learn how to generate reports in wolkvox Manager to obtain detailed information about the activities of your contact center operation. Context / Scenarios The "Reports" section in wolkvox Manager allows you to generate more than 90 types of reports related to different aspects of the operation, such as agent performance, quality of in

Which report allows me to know the percentage of silence of agents on calls?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to identify how long agents remain silent during their calls to assess their level of interaction with customers and detect potential communication issues. Context / Scenarios Silent time in a conversation can indicate a number of factors, including long wait times, lack of agent response, or technical difficulties. Analyzing t

Qué puedo configurar en la opción de codificación del Wolkvox Manager

Published March 5th, 2025 by Jhon Bairon Figueroa

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Which report allows me to know the result of the interactions according to their typing code?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to get a detailed report on how agents have classified interactions in a campaign, including the number of records for each activity code. Context / Scenarios This report is useful when you want to analyze how calls or interactions are being categorized in a specific campaign. It also helps to identify if there are any record

How to create and manage WhatsApp templates (Meta) directly from Wolkvox Manager

Published July 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need an efficient and centralized way to create, edit, and manage the WhatsApp message templates (Meta) you use in your customer communications, without having to leave the wolkvox Manager platform. You want to control the entire lifecycle of these templates to ensure the consistency and effectiveness of your campaigns. Context /

Qué es el Ploss en el informe de red

Published March 6th, 2025 by Jhon Bairon Figueroa

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Which report can I use to check call performance and service level by skill/service?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Customer service managers and supervisors need effective tools to evaluate the performance of their teams and services, ensuring that standards of care are met and identifying areas for improvement. Context / Scenarios Performance Monitoring: Supervisors who want to evaluate how agents are handling calls based on specific skills or se

What changes are recorded in the "CRM Change Log" section?

Published May 23rd, 2025 by Jhon Bairon Figueroa

Symptom / Need The user wants to know what types of actions are recorded in the wolkvox CRM change log to audit or track configurations, transactions, or activities performed in the system. Context / Scenarios Within the path: Settings > General > CRM Change Log, you can view a history of changes made in wolkvox CRM. This section allows you

Cuáles son los principales indicadores de productividad que tiene Wolkvox y qué miden

Published March 5th, 2025 by Jhon Bairon Figueroa

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What information can I see in the Wolkvox Agentbox Gamification?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to know your performance on the platform and compare it with that of your peers. Context / Scenarios Gamification in Wolkvox Agentbox allows you to visualize management indicators dynamically, encouraging healthy competition and improved performance. Answer (Solution/Recommendation) In the Gamification section, you can se

How to create and edit modules with artificial intelligence

Published May 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need The user needs to create or modify modules in wolkvox CRM quickly, accurately, and in a personalized way without requiring advanced technical knowledge. Context / Scenarios Wolkvox CRM offers artificial intelligence-based functionality that allows you to create and edit modules based on natural language instructions. This tool is id

Cómo calcular el AHT

Published March 6th, 2025 by Jhon Bairon Figueroa

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What does the 'Internet problem' message at the bottom of the wolkvox Manager refer to?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need When trying to enter Wolkvox Manager, the message "Internet Problem" appears at the bottom of the screen. Context / Scenarios This message can be generated for a variety of reasons, both on Wolkvox's side and on the client's side. It is important to review the possible causes in order to resolve it immediately. Answer (Solution/Recomm

Qué debo revisar si no estoy recibiendo mensajes Salientes de WhatsApp

Published March 5th, 2025 by Jhon Bairon Figueroa

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What to set up for an automated campaign with virtual voice agents

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need I want to set up an automated campaign in Wolkvox using virtual voice agents. Context / Scenarios Automated campaigns with virtual voice agents in Wolkvox allow you to handle telephone interactions through IVR (Interactive Voice Response). This type of setup is ideal for automating processes such as confirmations, surveys or reminde

wolkvox Manager 20250310

Published March 18th, 2025 by Jhon Bairon Figueroa

Artificial intelligence within the “Create Document” component The "Compose Request" field has been added, along with the "Generate" button, to the configuration panel of the "Create Document" component in wolkvox Studio. This new feature allows you to compose a prompt and generate HTML code based on the instructions sent, facilitating the creation

How the WhatsApp webhook works

Published July 9th, 2025 by Jhon Bairon Figueroa

Symptom / Need Receive real-time notifications about errors when sending WhatsApp messages. Contexto / Escenarios This feature allows customers to handle errors using events sent directly to their webhooks. Common scenarios include: Proactive monitoring to identify problems. Error logging and traceability for analysis and resolution. Answer (Sol

¿Cómo permitir que un agente entre o salga de la cola de llamadas y chats?

Published March 4th, 2025 by Jhon Bairon Figueroa

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¿Cómo configurar el desvío de llamadas (Followagent) para un agente?

Published March 4th, 2025 by Jhon Bairon Figueroa

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¿Cómo editar la información de un agente en wolkvox Manager?

Published March 4th, 2025 by Jhon Bairon Figueroa

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How to Manage and Understand Tokens in Wolkvox CRM

Published June 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need New users of Wolkvox CRM may feel overwhelmed when trying to understand how to manage tokens within the platform. Knowing how to access the token management section and understanding the different types of tokens available is essential to using them effectively. Context / Scenario New users who need to set up and manage tokens for t

¿Cómo asignar skills a un agente en wolkvox Manager?

Published March 4th, 2025 by Jhon Bairon Figueroa

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¿Cómo habilitar o deshabilitar un agente en wolkvox Manager?

Published March 4th, 2025 by Jhon Bairon Figueroa

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¿Cómo permitir que un agente se conecte desde una IP específica?

Published March 4th, 2025 by Jhon Bairon Figueroa

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Por qué veo un número en el icono de llamadas de wolkvox Agent (Agentbox) pero no ingresan llamadas

Published March 5th, 2025 by Jhon Bairon Figueroa

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Which report allows me to analyze the management of interactions and chatbots in wolkvox?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the details of the interactions and chats managed through different channels, including the client, the channel used, the query made and the response provided by the system. Context / Scenarios Interactions and chatbots are managed in wolkvox through different channels such as WhatsApp, email, social networks and webc

Cómo puedo implementar los días festivos en el bot

Published March 5th, 2025 by Jhon Bairon Figueroa

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wolkvox Manager 20250410

Published April 15th, 2025 by Jhon Bairon Figueroa

wvx Copilot (AI Assistant): New features and refreshed design The " Mr. Wizard " tool has been revamped and is now called " wvx Copilot ." wvx Copilot is an AI-powered tool designed to assist in various areas within Wolkvox applications. Redesigned configuration interface Setting Up Instructions for wvx Copilot Access Route To access the configura

¿Cómo cambiar la calidad de audio de un agente?

Published March 4th, 2025 by Jhon Bairon Figueroa

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Why in the campaign all the records are appearing in busy, failed and congestion

Published March 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need Outbound calls via campaign are resulting in Busy, Failed and Congestion status reports. Context / Scenarios To understand the problem, it is necessary to be clear about the following concepts: No Answer: “No answer”; the client is not available. Answer Machine: “A machine answered.” Congestion, Busy: “Congested or occupied”; can oc

How to centralize your MySQL databases in wolkvox Manager

Published July 3rd, 2025 by Jhon Bairon Figueroa

Symptom / Need You need a solution to store and manage your contact center databases directly on Wolkvox servers. This solution centralizes all information and eliminates the need for external database management tools, while maintaining the security and availability of your data. Context / Scenarios In contact center operations, managing large vo

How to use collaborative case editing in wolkvox CRM

Published May 12th, 2025 by Jhon Bairon Figueroa

Symptom / Need Manage cases collaboratively in Wolkvox CRM, allowing multiple users to edit case information regardless of who is assigned to the case. Context / Scenarios The "All users can edit" option on user profiles within Wolkvox CRM allows for more flexible and efficient case management. This feature is useful in various operational scenari

Which report allows me to see the statistics of the machine codes in a campaign?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to know detailed statistics on the machine codes used by the system to encode records that are not managed by an advisor. Context / Scenarios When running an automated calling campaign, the system may classify calls with different machine codes, depending on the result obtained. It is important to analyze these statistics to

Para qué se usa la gamificación en Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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Which report can I use to analyze the service level per hour for all skills/services?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center managers and supervisors need a tool that allows them to evaluate daily call performance and service level of each skill, broken down by hour, to make informed decisions about resource management. Context / Scenarios Performance Monitoring: Supervisors who want to track call performance at different times of the day to

Which report can I use to get detailed statistics on agent events and statuses?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require detailed information about the different events and states that agents go through during their workdays. This information allows them to analyze agent performance and efficiency, as well as identify areas of opportunity for continuous improvement. Context / Scenarios Performance Analysis

How to interpret the usage percentages of ChatBot and Multichannel Messaging channels?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a wolkvox Manager user, I need to understand how to interpret the usage percentages of the different ChatBot and Multichannel Messaging channels displayed in the Routing Dashboard, in order to make informed decisions about optimizing my operation. Context / Scenarios In the "Routing Dashboard" tab of the wolkvox Manager Dashboard m

wolkvox CRM 20250710

Published July 22nd, 2025 by Jhon Bairon Figueroa

Dynamic notifications with attachments The new Dynamic Notifications with Attachments feature in wolkvox CRM allows users to attach and send customized files when managing a case within the system. This feature makes it easier to select and send multiple files relevant to each case, improving communication and follow-up. Users can select and confi

Cómo usar un bot que reconozca imágenes

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to enable and configure virtual hold in a Skill

Published March 3rd, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to improve the customer experience by offering a callback option when call volume is high, allowing customers to choose between waiting on the line or receiving a call back automatically. Context / Scenarios High Call Demand: During peak call times, smart waiting helps manage load and improve customer satisfaction. Wait Time

What is AMD and how can I train it for a country?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need I want to train Wolkvox's AMD (Answer Machine Detector) system for a specific country, with the goal of improving voicemail detection and differentiating between human and automated responses. Context / Scenarios Wolkvox AMD is a system that identifies whether a response in the first 3 seconds of a call is from a human or a machine. T

How to set up alerts for operations monitoring

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a supervisor or administrator, I need to be proactively notified about critical events in my operation, such as agents exceeding timeouts in specific statuses (ACW, Talk), or when the service level of my call campaigns falls below expected thresholds. I require these notifications to reach me through various channels (within Manage

Cómo se configura el componente REST API

Published March 5th, 2025 by Jhon Bairon Figueroa

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Which report allows me to know the performance of quality analysts in evaluating agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the number of assessments performed by each quality analyst, as well as the metrics related to the precision and accuracy of their assessments. Context / Scenarios Quality assurance teams in a contact center must constantly evaluate agent performance using quality matrices. To ensure that quality analysts perform accu

How can I know the key to synchronize Rsync?

Published March 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need Obtain the specific Rsync key (KEY) to configure synchronization between Wolkvox and the client's NAS server. Context / Scenarios Rsync keys are associated with the server number hosting the client operation. These keys are necessary to ensure secure communication between Wolkvox and the NAS server. Answer (Solution / Recommendation)

How to set up dynamic notifications with attachments in Wolkvox CRM

Published July 23rd, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to automatically send email notifications from wolkvox CRM cases, including case-specific attachments, to improve communication, tracking, and incident resolution with customers and internal teams. Context / Scenarios Wolkvox CRM has introduced a new feature that allows you to attach and send customized files via email notifi

What report can I use to check the details of the emails sent from my operation?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need a report that allows me to analyze the details of emails sent from campaigns or routing points, including information such as senders, recipients, subject, body and sending date. Context / Scenarios You want to check which emails have been sent from your operation and through which channel (routing point or campaign). You want

Cómo implementar un control de horario en el IVR

Published March 6th, 2025 by Jhon Bairon Figueroa

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wolkvox Manager 20250630

Published July 3rd, 2025 by Jhon Bairon Figueroa

New Meta template management interface directly from wolkvox Manager A new integrated interface has been developed in wolkvox Manager that centralizes and simplifies the management of Meta templates. This intuitive tool allows users to manage the entire lifecycle of message templates directly from the Manager, without having to leave the platform. T

wolkvox Manager 20250620

Published June 26th, 2025 by Jhon Bairon Figueroa

Configuring Audio Name Formats in Wolkvox Manager (Web Version) A new section called "Audio Naming Format" has been added to the general settings of the Wolkvox Manager web version. This feature allows users to configure the naming format for audio files in call recordings. With this new feature, users can customize the naming structure of audio fil

Cómo debo consumir las Api de agentes

Published March 6th, 2025 by Jhon Bairon Figueroa

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wolkvox CRM 20250620

Published June 25th, 2025 by Jhon Bairon Figueroa

New AI-powered tool: wvx CRM Assistant with knowledge retrieval Wolkvox CRM introduces two powerful AI-powered tools: Knowledge Retrieval and the wvx CRM Assistant. These features are designed to transform the way users access business information, automate responses, and dramatically improve operational efficiency within the CRM. Knowledge Retrieva

wolkvox CRM 20250630

Published July 7th, 2025 by Jhon Bairon Figueroa

Attach multiple files to 'Attachments' type fields in wolkvox CRM Wolkvox CRM has improved the functionality of "Attachments" fields, now allowing users to attach multiple files to a record or case within the system easily, quickly, and securely. Previously, only one file could be uploaded at a time, but with this update, users can select multiple f

Cómo cambiar el horario en el IVR

Published March 6th, 2025 by Jhon Bairon Figueroa

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What are the differences between Wolkvox Agentbox desktop and web version?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to know the differences between Wolkvox Agentbox in its desktop version and the web version, to choose the best option according to your needs. Context / Scenarios Wolkvox Agentbox is available in two versions: Desktop : Application installed on the computer. Web : Application accessible from the browser. Both versions offer

Which report allows me to know the result of each call attempt in a campaign?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to get a detailed report on the final result of each phone dialed in a campaign, including whether the call was answered, failed or not attended to. Context / Scenarios This report is useful when you want to analyze the performance of an outbound campaign and check what happened with each dialed number. It also allows you to

Cómo crear un Token externo y asociarlo a una Empresa en Wolkvox CRM

Published June 5th, 2025 by Jhon Bairon Figueroa

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Cómo es el procedimiento para la activación del Log de Agentbox__Escritorio

Published March 4th, 2025 by Jhon Bairon Figueroa

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Which report can I use to analyze agent connection times?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to monitor and track agent connection and disconnection times. This information is essential to understand the team's availability and dedication throughout the workday. Context / Scenarios Attendance Management: Supervisors who need to validate agents' punctuality

How to export call searches and survey mailboxes in Data Monitor to HTML and Excel formats

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to save your search results in Data Monitor in formats that you can analyze or share, such as HTML and Excel. Context / Scenarios Data Monitor allows you to export results tables to keep records of calls, survey mailboxes, interactions or chats, facilitating external analysis or the generation of customized reports. Answer (S

What information should a customer provide when reporting a fault to the Wolkvox Service Desk?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need The customer needs to report a bug in Wolkvox to receive support and a quick solution. Context / Scenarios When a Wolkvox module is experiencing issues, it is important to provide clear and detailed information to speed up technical support. Answer (Solution/Recommendation) When reporting a fault, please provide the following info

Cómo identificar si estoy usando una versión obsoleta de las aplicaciones de Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to set up and use wolkvox CRM BI

Published July 23rd, 2025 by Jhon Bairon Figueroa

Symptom / Need I need a tool that allows me to consolidate, structure, and analyze case information in wolkvox CRM to generate detailed reports and make data-driven decisions, as well as keep this data automatically updated in Power BI. Context / Scenarios wolkvox CRM has implemented a new Business Intelligence (BI) feature called CRM BI, initiall

How to interpret the "Service Level 80/20" graph in the “Skills” tab of the Dashboard

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to understand how to analyze and customize the "Service Level 80/20" chart to evaluate skills performance and response times. Context / Scenarios The "Service Level 80/20" chart in the 'Skills' tab of the wolkvox Manager Dashboard provides a visual representation of the performance of agent groups (skills) according to their

How to monitor active campaigns and their performance in real time

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to analyze the performance and status of active campaigns in your contact center to evaluate their effectiveness, monitor progress, and make real-time decisions about operational adjustments. Context / Scenarios This feature is ideal for supervisors and administrators who need to have visibility into outbound calling campaign

How to monitor agent performance from the Agents tab

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to review agent status and performance statistics to analyze their daily activity and improve operational management. Context / Scenarios The Agents tab of the Dashboard in wolkvox Manager allows you to monitor agent activities in real time. It is divided into two sections: "Agents Day" and "Agents Last 20 Minutes". Answer (S

Cómo parametrizar las campañas de marcación predictiva

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to download filtered data to Excel in wolkvox CRM

Published June 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to export the information displayed in a table in a wolkvox CRM module to an Excel file, including only records that meet certain search or filter criteria. I'd also like to understand the possible errors that may arise during the download and how to resolve them. Context / Scenarios The wolkvox CRM modules allow you to view

What report can I use to know how many interactions each agent closed according to the classification?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and analysts need a report that allows them to identify how many interactions each agent has closed and with what activity code or classification. This helps them analyze individual agent performance, evaluate how interactions are being handled, and optimize processes based on closing trends. Context / Scena

Cómo puedo cambiar el horario en el bot

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cómo puedo configurar el idioma de mis aplicación wolkvox Manager para usarla en mi idioma nativo

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cómo puedo configurar el Blob Storage

Published March 5th, 2025 by Jhon Bairon Figueroa

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How can I filter by skill the chats and interactions that are displayed in the table of the “Chats” and “Interactions” subtabs within the “Chats & Interactions” tab of the Dashboard?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to focus my analysis on a specific group of agents (skill) within the "Chats & Interactions" section. Context / Scenarios The "Chats & Interactions" section of the Wolkvox Manager Dashboard allows you to filter information by skill (group of agents). Answer (Solution/Recommendation) Go to the "Chats & Interactions"

How to know the times each agent was in wolkvox Manager?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Obtain detailed information about the activity times of each agent in the contact center operation, in order to analyze their performance and take improvement actions. Context / Scenarios Contact center supervisors and managers need accurate information about the times each agent was online, receiving calls, making calls, and in After

How to manage tokens in wolkvox CRM: Viewing, copying, and deleting

Published June 13th, 2025 by Jhon Bairon Figueroa

Symptom / Need Wolkvox CRM users need to understand how to interact with the token table, including viewing, copying, and deleting tokens, to effectively manage their integrations and permissions. Context / Scenarios This article is useful for: Users who need to manage and understand the information presented in the token table. Administrators who

Cómo ver una grabación que incluya la grabación de pantalla de un agente en wolkvox

Published March 10th, 2025 by Jhon Bairon Figueroa

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wolkvox Agent 20250630

Published July 2nd, 2025 by Jhon Bairon Figueroa

Parallel chat start restriction A significant improvement has been implemented in the wolkvox Agent chat management system. This improvement consists of a restriction that prevents agents from starting a new chat conversation with a customer already being served by another agent. This feature is designed to avoid duplication of efforts and improve t

Which report can I use to analyze call abandonment times by skill or service?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require detailed information on the times at which customers abandon calls, in order to identify areas for service improvement and optimize the user experience. Context / Scenarios Attrition Monitoring: Supervisors who wish to assess the causes of attrition and establish strategies to reduce it.

Cómo puedo revisar el método de pago

Published March 5th, 2025 by Jhon Bairon Figueroa

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How can I sync WhatsApp templates?

Published March 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need I want to update and sync WhatsApp message templates between Meta Business and Wolkvox to reflect any changes made. Context / Scenarios This process ensures that templates created or modified in Meta Business are automatically synchronized with Wolkvox . It is important to keep templates up to date to ensure effective and error-free c

How to interpret the indicators of the “Chats” subtab in the “Chats & Interactions” tab of the wolkvox Manager Dashboard

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to understand the meaning and importance of the different indicators displayed in the table on the “Chats” tab in the “Chats & Interactions” section of the wolkvox Manager Dashboard. Context / Scenarios The "Chats" tab within "Chats & Interactions" in the wolkvox Manager Dashboard presents a number of key metrics about

What is the procedure for activating the Agentbox_Web Log?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need It is recommended to enable the Agentbox_Web log when constant problems occur on agent stations and the possible failure needs to be determined. Context / Scenarios This procedure is useful when: Recurring errors are experienced when using Agentbox_Web. It is required to diagnose and analyze the operation of the system at agent stat

Cómo validar si mi conexión de red como agente está bien

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cuál es el límite de llamadas simultáneas, chats e interacciones que puede recibir un agente

Published March 5th, 2025 by Jhon Bairon Figueroa

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How I measure the level of service

Published March 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need Service level (SL) needs to be measured to assess the percentage of customer interactions that are attended to within a set time. This indicator is key to determining the efficiency and quality of customer service. Context / Scenarios Service level (SL) is a key indicator in contact centers and customer service operations. It is exp

How to export call recordings and in what formats they are saved

Published February 24th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to export call recordings from a specific date range, whether for a specific agent, campaign, or client. I also need to know what audio formats are available for export and how to obtain the resulting files. Context / Scenarios Exporting call recordings is essential for quality management, agent training, customer dispute resol

How to manage and forward emails from the wolkvox CRM outbox

Published July 23rd, 2025 by Jhon Bairon Figueroa

Symptom / Needs I need a more efficient way to identify emails that weren't sent correctly and be able to resend them from within Wolkvox CRM, without having to recreate the entire message, to ensure important communications reach their recipients. Context / Scenarios wolkvox CRM has improved its Outbox functionality with the implementation of two

Which report allows me to analyze agent performance through smart surveys?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to evaluate agent performance through smart surveys completed by customers, with a summary of the number of surveys managed and the average rating obtained by each agent. Context / Scenarios Smart surveys are a key tool for measuring customer satisfaction and agent performance. A consolidated report by agent allows you to ide

wolkvox Agent 20250310

Published April 9th, 2025 by Jhon Bairon Figueroa

New filter for searching for interactions Wolkvox Agent has introduced a new feature that allows agents to filter interactions by skill (agent groups). This option, available in the filters modal of the Interactions interface, makes it easier to view emails and social media interactions related to a specific skill, improving efficiency and focusing

How to customize the format of audio names in call recordings

Published June 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to efficiently organize and categorize your contact center's call recordings, and you'd like to have control over the naming structure of audio files to make them easier to search and manage. Context / Scenarios In Wolkvox Manager, within the general settings, you have the ability to define a custom format for the names of

How many messages can I manage through the WhatsApp service in Wolkvox?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the messaging capacity through WhatsApp in Wolkvox to manage communication with your clients. Context / Scenarios Wolkvox Manager allows you to integrate external services through the Omni Channel section, avoiding the independent management of each channel and improving productivity. Available services include: Ema

What is the Screen Recording Service?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom/Need You want to record agents' screens for a specific amount of time for monitoring or analysis. Context/Scenarios Screen recording allows you to record the activity on the agent's screen while they are answering calls. This can be useful for quality control, training, or audits. Answer (Solution/Recommendation) To enable screen recordi

How to access audio files stored in AWS "Explore S3" in Data Monitor

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to access call recordings stored in the Amazon AWS cloud from the Data Monitor interface in wolkvox Manager. Context / Scenarios wolkvox Manager's integration with AWS S3 allows you to store and access audio files directly from the platform. The "Explore S3" feature makes it easy to locate and download these recordings. Answe

Cómo parametrizar las campañas de estrategia

Published March 5th, 2025 by Jhon Bairon Figueroa

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How do I proceed to configure the schedule in the schedule control in the Manager?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to set up business hours and holidays in the Manager to define service availability and call reception. Context / Scenarios You want to set working hours for agents. You want to block receiving calls on holidays. You need to make sure that calls outside of normal business hours are not answered. Answer (Solution/Recommend

Cómo puedo configurar el Rsync

Published March 6th, 2025 by Jhon Bairon Figueroa

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Why do I get the message Please hang up line 1 while on a call on the wolkvox Agentbox?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need Agent receives “Please hang up line 1” message after ending a call in Wolkvox Agentbox. Context / Scenarios This message appears when the hang-up action has not been processed correctly by the server. As a result, the application does not allow the call to be encoded or a new call to be started due to the ACW maximum timeout. Answ

Cómo implementar un control de horario en el bot

Published March 5th, 2025 by Jhon Bairon Figueroa

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Qué debo tener en cuenta para conectar mi carrier a Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to configure permissions by case type in Wolkvox CRM

Published July 23rd, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to control which user profiles can view (list) and/or modify (edit) specific case records in wolkvox CRM, in order to improve security, information privacy, and optimize workflows based on each team's responsibilities. Context / Scenarios wolkvox CRM has implemented a new feature: Case Type Permission Management. This enhance

Cómo parametrizar el rango de horarios de las campañas

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to export records from a module in Workvox CRM

Published July 28th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to export records from a specific module in wolkvox CRM to perform external analysis, generate custom reports, or for data backup purposes, ensuring the data is complete and easy to manage. Context / Scenarios Wolkvox CRM allows the export of records from its different modules, providing flexibility in data management. This f

What are the features I can apply when setting the access password to my applications?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need I want to set strong passwords for my agents' and administrators' access to Wolkvox applications. Context / Scenarios Wolkvox allows you to configure passwords that meet security criteria for both the Agentbox application, used by agents, and the Manager application, used by administrators. These passwords must meet certain characteri

How to set up and use Corona Token for secure remote work connections

Published July 2nd, 2025 by Jhon Bairon Figueroa

Symptom / Need Manager agents and users experience connection interruptions due to frequent IP address changes, especially in remote work environments with residential connections that assign dynamic IP addresses. Context / Scenarios In remote work environments, it's common for internet providers to assign dynamic IP addresses that change periodic

Cómo puedo integrar otros CRMs a Wolkvox y de qué manera

Published March 5th, 2025 by Jhon Bairon Figueroa

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Which report allows me to analyze the performance of agents in each attribute evaluated?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the performance of the agents in each of the attributes evaluated within the quality matrix, identifying whether or not they met key aspects such as greeting, tone of voice and other criteria defined in the evaluation. Context / Scenarios To ensure the quality of service in a contact center, it is essential to have a

What report can I use to analyze negative responses in Mr. Wizard?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to identify interactions where agents rated the responses provided by Mr. Wizard as negative, in order to understand areas for improvement and fine-tune your performance. Context / Scenarios You need to evaluate which questions are generating unsatisfactory answers from Mr. Wizard. You want to know the reasons why agents rate

A qué se refiere el concepto de FinOps en Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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Which report can I use to analyze in detail each interaction between customer and agent?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and analysts need a detailed report that allows them to review every interaction between customers and agents, including the contact channel, response time, messages sent, and any additional information shared, such as attachments or service ratings. Context / Scenarios Interaction monitoring and control: Al

¿Cómo cambiar la contraseña de un agente?

Published March 4th, 2025 by Jhon Bairon Figueroa

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How to set up and integrate wvx Copilot into your public website

Published April 30th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a contact center administrator using wolkvox, you need to configure wvx Copilot Public and then integrate it into your website to offer visitors an automated support tool. This will allow you to improve the user experience by providing fast and accurate responses to their queries, without the need for human intervention. Context

Cómo genero el código de acceso para solicitar apoyo de soporte

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to monitor and play back call recordings in Data Monitor

Published February 24th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to review call recordings to assess service quality or analyze specific interactions from Data Monitor in WorkVox Manager. Context / Scenarios Data Monitor offers tools to play back call recordings directly from its interface, allowing for quick and detailed analysis of conversations handled by agents. Answer (Solution/Recomm

Cómo registrar una IP para conectarte a Wolkvox

Published March 6th, 2025 by Jhon Bairon Figueroa

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How to track and analyze Click to WhatsApp conversations with WVX WA Tracking

Published May 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to understand how the Click to WhatsApp integration works with your system to improve the tracking and management of conversations generated through ads and posts on Meta (Facebook and Instagram). This will allow you to optimize customer service and obtain detailed reports to analyze the performance of your campaigns. Conte

How to view and use the wolkvox CRM change log

Published May 20th, 2025 by Jhon Bairon Figueroa

Symptom / Need The user needs to review changes made to CRM records, including updates, deletions, or additions, to verify history or audit user actions. Context / Scenarios This functionality is useful when: You want to know which user modified a specific field in a customer record. It is necessary to review accidental or intentional deletions. T

What is wvx Copilot for in wolkvox Studio Business Logic and how to configure it?

Published May 7th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to integrate artificial intelligence to automatically analyze and respond to specific requests or events, following detailed and customized business logic. Context / Scenarios Imagine the following situations where you need an intelligent response generated and guided by an AI, following a specific process defined by you: Y

Qué diferencias hay entre Wolkvox Manager de escritorio y la versión web

Published March 5th, 2025 by Jhon Bairon Figueroa

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Qué debo tener en cuenta para enviar mensajes de WhatsApp desde el Wolkvox Agent

Published March 5th, 2025 by Jhon Bairon Figueroa

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What is the function of scripting?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need I want to understand the Diagram Scripting functionality in Wolkvox Manager and how it can be used to guide agent interactions with customers. Context / Scenarios Diagram Scripting is a tool within Wolkvox Manager that allows you to create custom scripts for contact center agents. These scripts are dynamic and are designed with elem

What information does an audio file name contain in wolkvox?

Published March 10th, 2025 by Jhon Bairon Figueroa

Symptom / Need Wolkvox users need to understand the name structure of audio files to efficiently identify and manage call recordings. This information is essential for quickly locating specific files and for organizing and analyzing customer interactions. Context / Scenarios File Management: Administrators who need to efficiently organize and search

Cómo puedo realizar un envío masivo de mensajes de WhatsApp

Published March 6th, 2025 by Jhon Bairon Figueroa

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Qué procedimiento puedo hacer para revisar el tema de cuando los agentes no se pueden loguear en el aplicativo

Published March 4th, 2025 by Jhon Bairon Figueroa

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How to set up inactivity messages in wolkvox to remind customers?

Published April 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center administrators and agents need to configure inactivity messages to remind customers who haven't responded after a specified time. This feature is useful for maintaining active communication and improving the customer experience. Context / Scenarios Improved Communication: Managers who want to ensure customers are not

Cuál es la estructura del ID_CALL para llamadas inbound

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to understand how the CALL_ID of an inbound call is composed on the Wolkvox platform. Context / Scenarios While reviewing a call log in Wolkvox, you find a CALL_ID and want to understand its structure in order to analyze its origin or troubleshoot an incident. Answer (Solution/Recommendation) The CALL_ID of an inbound cal

Cómo subir la base de datos a las campañas

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to copy an agent's extension number in wolkvox Manager?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to copy an agent's extension number to share it with other users or use it in the operation. Context / Scenarios You need to share an agent's extension with another team member. You need to configure the extension on a device or in an integration with another system. You want to validate or update an agent's internal contact

How do I manage media storage in wolkvox?

Published April 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need Wolkvox users need to understand how media storage is handled on the system, especially with regard to performance and security, to ensure an optimal and secure experience using chat features such as Web Chat, WhatsApp, and Telegram. Context / Scenarios Performance Optimization: Administrators and developers looking to improve syste

How to get detailed statistics for each agent's status?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need detailed information about their agents' activity and performance in order to make informed decisions and improve the productivity and efficiency of the operation. Context / Scenarios Analyze the individual productivity of each agent, knowing the time they have been connected, receiving cal

How to get a complete breakdown of calls handled with smart waiting?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need a detailed report on each call that used the smart hold feature, including redial attempts, callback status, and hold times. Context / Scenarios Smart waiting allows customers to opt for a callback instead of waiting in line. Understanding the behavior of these interactions is critical to measuring their effectiveness and opt

How to use keyboard shortcuts in wolkvox Agent (Agentbox) to improve productivity?

Published March 6th, 2025 by Jhon Bairon Figueroa

Keyboard shortcuts in wolkvox Agent (Agentbox): Optimize your productivity Symptom / Need It is necessary to streamline the management of calls and interactions within wolkvox Agent (Agentbox) through keyboard shortcuts that allow agents to operate more efficiently and without depending on the mouse. Context / Scenarios wolkvox Agent (Agentbox) allo

Por que el reporte 1 de chat no me coincide con la información que se muestra en Data Monitor

Published March 5th, 2025 by Jhon Bairon Figueroa

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¿Por qué el reporte "Teléfono a Teléfono" de campañas muestra datos diferentes al consultarlo en días distintos?

Published March 6th, 2025 by Jhon Bairon Figueroa

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What is wvx Copilot and how can it help you as an agent at wolkvox Agent?

Published April 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As an agent, you need immediate support to respond accurately to customers, compose messages correctly, or better understand the context of the calls, chats, or interactions you handle from wolkvox Agent. Context / Scenarios During your customer service journey, you may encounter questions about how to answer a complex question, mis

What is the Dashboard in wolkvox Manager and what information can I find there?

Published February 25th, 2025 by Jhon Bairon Figueroa

Qualification What is the Dashboard in wolkvox Manager and what information can I find there? Symptom / Need You need to understand the function of the Dashboard in wolkvox Manager and what kind of information you can monitor to optimize the management of your operation. Context / Scenarios The wolkvox Manager Dashboard provides a real-time overview

Which Wolkvox Manager report can I use to evaluate agent productivity in the chat channel?

Published June 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need specific tools to evaluate agent performance in the chat channel. It's crucial to have a report that measures agent productivity in terms of the number of chats handled, time spent, and resolution efficiency, without including data from other channels such as voice or email. Context / Sce

Qué diferencia tiene ejecutar la campaña en Strategy vs Autopilot

Published March 5th, 2025 by Jhon Bairon Figueroa

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What to check when calls are dropped

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need Calls drop unexpectedly, affecting communication with customers. Context / Scenarios To identify the cause of dropped calls, it is important to analyze different factors such as the type of call (incoming or outgoing), the telephone operator, the dialer used and the infrastructure involved. Answer (Solution/Recommendation) Identif

Which report allows me to analyze the use of menu options in voice and chat flows?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know which menu options customers select in chat and voice flows, how many attempts they made before choosing an option, and at what exact point in the flow they did so. Context / Scenarios In automated service flows, such as IVRs or chatbots, customers must select menu options to navigate through different routes. To eval

What does the "Sentiment" column indicate in survey mailbox and chat monitoring?

Published February 24th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to interpret the meaning of the values that appear in the "Sentiment" column in survey and chat inbox results within Data Monitor. Context / Scenarios The Sentiment column in Data Monitor displays an automatic assessment of the emotional tone identified in customer interactions. This is useful for analyzing customer experienc

What types of fields exist in wolkvox CRM and what are they used for?

Published June 12th, 2025 by Jhon Bairon Figueroa

Symptom / Need Users configuring modules in Wolkvox CRM need to know what types of fields they can use, what function each serves, and how they behave when creating or managing records. Context / Scenarios When a wolkvox CRM administrator or configurator is designing a custom module, they must define the fields that will be part of the registratio

Qué es el delay en el informe de red

Published March 6th, 2025 by Jhon Bairon Figueroa

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Qué es el Network Rejection en el informe de red

Published March 6th, 2025 by Jhon Bairon Figueroa

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Why does it not allow the Manager to create more Agents?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need The supervisor or coordinator tries to create a new agent in the Manager, but the system does not allow it. Context / Scenarios This can happen for a number of reasons, usually related to licensing limits or agent configuration on the platform. Answer (Solution/Recommendation) Please review the following points before escalating t

What report allows me to know the compliance of each attribute evaluated in the quality of the service?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to identify the overall performance of agents in each attribute evaluated within the quality matrix, obtaining statistics on how many times each criterion has been met or not and its percentage of compliance. Context / Scenarios Quality analysis in a contact center requires evaluating different key attributes in customer serv

Which report can I use to analyze agent activity by time of day?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need tools that allow them to understand in detail how agent activity is distributed throughout the workday. Having this information helps them identify patterns, optimize resource allocation, and make more informed decisions. Context / Scenarios Performance Monitoring: Supervisors who need comp

Qué tratamiento en las llamadas puedo ofrecer en wolkvox para manejo de mucho tráfico

Published March 4th, 2025 by Jhon Bairon Figueroa

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Qué hacer si no puedes iniciar sesión en wolkvox CRM

Published March 4th, 2025 by Jhon Bairon Figueroa

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Which report can I use to find out the number of closed chats per channel?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need It is necessary to identify how many chats have been closed in each communication channel available on the platform. Context / Scenarios Performance analysis by channel: Allows you to evaluate which channels have the most activity in terms of closed chats. Optimization of resource distribution: Facilitates the assignment of agents acc

What report can I use to view the details of messages sent by agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Supervisors need to monitor and analyze messages sent by agents, including information such as the content of the message, the recipient, the channel used, and the agent who sent it, to ensure the quality of customer interactions and perform audits. Context / Scenarios Message Audit: Review the content of messages sent by agents to en

How to configure the "Conversations" component in wolkvox Studio to create intelligent conversational flows

Published April 10th, 2025 by Jhon Bairon Figueroa

Symptom / Need In a world where customer service is increasingly automated, companies need tools that allow them to offer quick and personalized responses to their customers. However, setting up automated conversational flows can seem complex without an intuitive and efficient solution. How can a company implement dynamic flows that automatically re

How to Set Up WhatsApp ID Validation in wolkvox Manager?

Published April 28th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to ensure that agents properly manage WhatsApp messages, ensuring that each interaction is correctly associated with an identified customer. This is crucial to maintaining traceability and avoiding errors in customer communication. Context / Scenarios Imagine your agents sending WhatsApp messages to customers without assign

Why are there calls in Data Monitor that appear without a Skill?

Published March 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need In Data Monitor, calls are recorded without information in the "Skill" field, raising questions about their origin and classification. Context / Scenarios Data Monitor is a tool in the Manager module that allows you to view completed interactions, such as calls, chats, emails and surveys. Within this tool, it is possible to filter t

Por qué hay llamadas que aparecen sin tipificación

Published March 6th, 2025 by Jhon Bairon Figueroa

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How to check call details in an IVR?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to get detailed information about calls made through an IVR, including selected options, interaction results, and details such as call duration. Context / Scenarios This report is useful when looking to analyze user behavior when interacting with an IVR, identify trends in selected options, review IVR efficiency, and monitor

wolkvox Manager 20250530

Published June 4th, 2025 by Jhon Bairon Figueroa

Renaming the “CHARACTERS” column to “CREDITS” in the 8. CDR TTS report of Diagram Reports An update has been made to the "8. CDR TTS" report in the "Diagram Reports" report group in Wolkvox Manager. This update consists of renaming the "CHARACTERS" column to "CREDITS." This change is intended to more accurately reflect that the value displayed corre

Which report allows me to know the status of messages in WhatsApp campaigns?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to gain insight into the performance of a WhatsApp campaign, evaluate the effectiveness of sending messages, and know the delivery status of each one. Context / Scenarios This report is useful when you want to analyze the success of a WhatsApp campaign in terms of message delivery and reading. It also allows you to identify e

How to create and edit modules with artificial intelligence

Published May 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need The user needs to create or modify modules in wolkvox CRM quickly, accurately, and in a personalized way without requiring advanced technical knowledge. Context / Scenarios Wolkvox CRM offers artificial intelligence-based functionality that allows you to create and edit modules based on natural language instructions. This tool is id

Which report allows me to know the average sentiment of agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I want to assess the average mood or sentiment of agents during their interactions to identify potential improvements in service quality and team well-being. Context / Scenarios An agent’s tone and attitude can influence customer experience and perception of service. If an agent consistently displays a negative tone, it could be a sig

How can I review and analyze the sentiment detected in conversations with customers through different channels?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Be able to review and analyze the sentiment detected in conversations with customers through different channels. Context / Scenarios The Sentiment Analysis tab of the Wolkvox platform provides detailed information on ensuring the quality of interactions by analyzing the sentiments detected in conversations. Answer (Solution/Recommenda

Which report allows me to know the use of automatic speech recognition (ASR)?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze the use of automatic speech recognition (ASR) service in your customers' interactions, including the time of use, the language used, and the text recognized. Context / Scenarios Automatic speech recognition (ASR) is a feature that allows you to capture and convert into text what a customer says during a call. Knowi

Which report allows me to know the number of calls answered by machines in my campaigns?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know how many calls have been answered by a machine in one or more campaigns, to evaluate the impact of answering machine recognition (AMD) on your campaign management. Context / Scenarios This report is useful when you want to measure the effectiveness of automated dialing in your campaigns and understand how many attempt

Qué ocurre cuando la aplicación se congela o se cierra inesperadamente

Published March 5th, 2025 by Jhon Bairon Figueroa

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Which report allows me to evaluate customer satisfaction for each skill?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze customer satisfaction based on smart surveys and group the results according to each skill (group of agents). Context / Scenarios Smart surveys allow you to measure customer experience and the quality of service provided. By evaluating the results by skill, you can identify performance trends in work teams, detect

What report can I use to analyze agent performance by hour of the day?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to understand in detail the behavior and productivity of agents throughout the workday. Having this information helps them identify patterns, optimize resource allocation, and make more informed decisions. Context / Scenarios Performance Monitoring: Supervisors who

Which report allows me to see the details of each call and its classification?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to obtain a detailed report of each call made in the operation, including the agent who handled it, the typing code used, the duration time, and other key data of the interaction. Context / Scenarios In a contact center, agents must code or type customer interactions to record the reason or outcome of each call. Sometimes, it i

wolkvox Manager 20250520

Published May 21st, 2025 by Jhon Bairon Figueroa

Alert notifications in wolkvox Manager The alert system configuration in Wolkvox Manager has been updated to improve the notification experience. Previously, alerts were displayed via "Windows" notifications (operating system pop-ups). With this update, the "Windows" checkbox has been replaced with "Manager." This means that alert notifications will

wolkvox Manager 20250510

Published May 13th, 2025 by Jhon Bairon Figueroa

Automatic email alerts in Azure Blob Storage integration A new feature has been implemented in the Azure Blob Storage integration within wolkvox Manager: from now on, the system will automatically send a daily email alert once the audio copy process is executed. This notification will inform you if the copy process was successful, indicating the per

How to configure and use the wvx CRM Assistant (Knowledge Retrieval) in wolkvox CRM

Published June 20th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to integrate artificial intelligence into wolkvox CRM to assist users with relevant business information, automate responses, and improve operational efficiency. I want to create, configure, and manage specific knowledge bases (RAGs) for different teams or areas, and activate the AI assistant so users can access them in real ti

What report allows me to know the use of the text-to-speech (TTS) service?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze the use of text-to-speech (TTS) services in your interactions, including the voice template used, the text converted, the number of characters processed, and the date of use. Context / Scenarios Text-to-Speech (TTS) allows you to convert text messages into audio for automated support in IVRs or other interaction

Which report can I use to analyze the aggregated use of artificial intelligence components in my operation?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to analyze in a summarized and grouped way the use of the different types of artificial intelligence components (NLP) configured in my routing points, to identify trends and usage volumes. Context / Scenarios You want to evaluate how frequently each of the NLP components are used in your voice and chat interactions. You need to

wolkvox Agent 20250224

Published April 9th, 2025 by Jhon Bairon Figueroa

Two-way file sharing on Telegram Wolkvox Agent has introduced a new feature that allows for two-way sharing of attachments through Telegram channels. This feature facilitates communication between agents and customers, allowing the sending and receiving of multimedia files such as images, videos, audios, and documents. This feature includes support

What report can I use to analyze unconnected calls made by agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Managers need to identify unanswered calls from customers to evaluate the time spent by agents on these interactions and optimize campaign processes. Context / Scenarios Operational efficiency: Analyze the accumulated time that agents spend on unconnected calls to adjust strategies and reduce unproductive times. Campaign Monitoring: I

What report can I use to analyze call transfers and conference calls in wolkvox?

Published April 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and analysts need tools that allow them to track and analyze call transfers and conferences within the Wolkvox system. This information is essential for evaluating the efficiency of interactions, identifying patterns, and optimizing call management. Context / Scenarios Process Optimization: Supervisors loo

wolkvox Manager 20250710

Published July 18th, 2025 by Jhon Bairon Figueroa

New voice chat report Wolkvox Manager has added a new report, the "15. Voice Conversations Report (IVR + ASR + TTS + NLP)" report, to the "Diagram Reports" group. This report is specifically designed to provide detailed visibility into the consumption and usage of the "Conversations" component in automated voice flows. Benefits Cost Optimization:

What report can I use to analyze the transfer of interactions between agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need It is necessary to know how many interactions have been transferred between agents, which agents have made and received transfers, and through which channels they have been carried out. Context / Scenarios Monitoring the flow of interactions: Allows you to evaluate the number of interactions that are transferred and the efficiency in

wolkvox Manager 20250430

Published May 2nd, 2025 by Jhon Bairon Figueroa

Previewing audio and video files in wolkvox Storage It's now possible to preview audio and video files stored in wolkvox Storage without having to download them. This new feature optimizes the user experience by allowing you to quickly review the content of audio or video files directly from the platform. When double-clicking on a file in wolkvox St

Which report can I use to know how many interactions each agent closed?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need to know how many interactions each agent has closed in a given period and how long it took them to handle them. This allows them to evaluate agent performance, identify opportunities for improvement, and better distribute the workload. Context / Scenarios Agent performance monitoring: Allow

What report can I use to analyze chats that were transferred to an agent?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need to identify how many chats were handled by the chatbot and how many were escalated to an agent by analyzing chat retention and user navigation. Context / Scenarios Chatbot efficiency analysis: Allows you to evaluate what percentage of chats were handled entirely by the bot and how many requ

What report can I use to analyze the details of the chats handled in the contact center?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and analysts require detailed insight into managed chats, including information about customers, agents, conversation duration, and channels used. This allows them to assess service quality, measure response times, and optimize interaction management. Context / Scenarios Interaction tracking: Allows you to o

Which report can I use to check call performance and service level per day?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to monitor the performance of their teams and services on a daily basis, in order to identify trends, detect problems and take timely corrective actions. Context / Scenarios Daily Monitoring: Supervisors who need to review call volume, service level, and abandonment

wolkvox Manager 20250611

Published June 17th, 2025 by Jhon Bairon Figueroa

New API for uploading a sample file to Meta Business A new API has been implemented in the wolkvox Manager WhatsApp API group, allowing file uploads to Meta Business Suite. This file will be used as an example of a media file, which Meta requires when creating a WhatsApp template that includes a media file as an attachment. It is important to note t

Which report can I use to view the details of conversations in my messaging channels?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need detailed insight into agent and customer interactions across messaging channels such as WhatsApp, Facebook, Instagram, and Webchat. This analysis is critical for monitoring service quality, tracking key messages, or resolving disputes. Context / Scenarios Messaging Monitoring: Supervisors w

What report can I use to view the interactions sent by each agent?

Published February 26th, 2025 by Jhon Bairon Figueroa

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

How can I monitor agent performance in managing interactions?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a supervisor or manager, I need to have a clear and detailed view of my agents' performance in handling customer interactions. Context / Scenarios The Chats & Interactions section of the Wolkvox Manager Dashboard provides real-time statistics on agent activity across different communication channels. Answer (Solution/Recommenda

What kind of information can I monitor in Data Monitor?

Published February 24th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to know the detailed information you can monitor using Data Monitor in wolkvox Manager to manage the operation of your contact center. Context / Scenarios Data Monitor is a tool within wolkvox Manager that allows you to monitor calls, interactions, satisfaction surveys and chats. This information helps evaluate agent performa

How to add connection IPs in wolkvox Manager and how many can be added per license

Published July 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to control and secure access to your Wolkvox operation, allowing connections only from specific IP addresses and managing how many of these IPs can be authorized under your license. Context / Scenarios Security is paramount in managing a contact center operation. Limiting access to the Wolkvox Manager platform to a set of p

What does the 'Not associated with a Skill' message at the bottom of the wolkvox Agentbox refer to?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need The agent tries to log into Wolkvox Agentbox (Web or Desktop) and receives the message: "Not associated with a Skill" . Context / Scenarios This message may appear when the agent does not have a Skill assigned within the platform, which prevents access and operation. Answer (Solution/Recommendation) To resolve this situation, the Supe

Which report can I use to obtain statistics on the results of unconnected calls?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Administrators need to aggregate unconnected call results to identify common patterns that make it difficult to connect with customers and optimize dialing strategies. Context / Scenarios Campaign Monitoring: Identify whether the number of congested, busy or unanswered calls is a significant factor affecting the performance of a campa

What to do if I can't see exported chat files after 24 hours?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You have exported data from Data Monitor in wolkvox Manager, but you cannot find or download the files after 24 hours. Context / Scenarios Files exported from Data Monitor, such as audio recordings or results tables, are temporarily stored and available for download for a limited period of 24 hours. After this time, the files are dele

Which report allows me to see the machine codes grouped by phone number and result?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to identify, in a consolidated manner, how many times a phone number has been dialed and how many attempts have resulted in specific machine codes, such as "line busy," "answering machine," or "call without answer." Context / Scenarios This report is useful when you want to analyze patterns in dialing attempts, evaluate conta

What are the information columns available in Call Results in Data Monitor?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to identify and understand the data columns that appear in call search results within Data Monitor in WorkVox Manager. Context / Scenarios When you perform a call search in the 'Monitor' tab of Data Monitor, the results are presented in a table with several columns containing key information for analyzing and monitoring the o

What report can I use to evaluate the level of service in interactions?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need insight into service performance across interactions to identify areas for improvement and optimize customer service. Context / Scenarios Service Level Monitoring: Supervisors who want to assess whether response time standards are being met in interactions. Churn Analysis: Managers looking

Which report can I use to obtain service level statistics every 10 minutes?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to monitor call performance at a greater level of detail, facilitating the identification of problems in real time and optimizing customer service. Context / Scenarios Detailed Monitoring: Supervisors who want to analyze call performance at 10-minute intervals to qu

Which report can I use to get detailed statistics on agent use of hold and mute features on each call?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to monitor and evaluate how agents use the “Hold” and “Mute” functions during calls. Having this information helps them identify patterns, opportunities for improvement, and ensure an optimal customer experience. Context / Scenarios Quality of Service: Supervisors w

Which report can I use to obtain detailed statistics on the use of AI components in my routing points?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I want to identify the detailed and specific consumption of each artificial intelligence component (NLP) used in the routing points configured in my contact center operation. Context / Scenarios You need to analyze which AI components are used most frequently and in which contexts (voice or chat channels). You need to evaluate the per

Which report can I use to obtain statistics on the use of the Cobrowsing tool?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know specific details about the sessions conducted with the Cobrowsing tool, such as who served the customer, how long the collaboration lasted, or who ended the session. Context / Scenarios You want to analyze agent performance when using Cobrowsing. You need to obtain statistics on the time spent assisting clients throug

How to check the number of calls and minutes consumed on an IVR per hour?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know what times of day the most calls are received on the IVR and how long users stay on it. Context / Scenarios This report is useful for analyzing the times of greatest demand on an IVR, allowing you to identify hourly usage patterns. With this information, you can make decisions to optimize IVR capacity, improve traffic

How to send Flow Templates to WhatsApp (Meta Business)

Published June 17th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to implement guided and dynamic interactions with my customers via WhatsApp, such as surveys, registration forms, or appointment scheduling processes, and automate these conversations without direct agent intervention. Standard message templates aren't sufficient for the complexity of these interactions. Context / Scenarios Wha

How to send carousel templates to WhatsApp

Published June 17th, 2025 by Jhon Bairon Figueroa

Síntoma / Necesidad Deseo presentar múltiples opciones, productos o servicios de manera visual y atractiva a mis clientes en WhatsApp, permitiendo que naveguen entre ellos y realicen acciones específicas, todo dentro de una conversación automatizada. Las plantillas de texto simples o con una sola imagen no son suficientes para mi objetivo de mostrar

What should I check if I'm not receiving incoming WhatsApp messages?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need Messages are not being received via WhatsApp, which affects communication with customers. Context / Scenarios The new feature presented can occur both in "incoming chats" and in "outgoing chats" messages. It is necessary to perform discards to identify possible errors and solve them. Answer (Solution/Recommendation) To detect the

How to check how many calls and minutes have been used in each IVR option?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze the usage of each menu option within the IVR to find out which ones are most used and how long users stay on each one. Context / Scenarios This report is useful for evaluating the effectiveness and design of your IVR, identifying which menu options receive the most interaction and which might need adjustments. It a

Which report lets me know the percentage of slow greetings from agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to identify how quickly agents greet when starting a call, as a late greeting can impact customer experience and service perception. Context / Scenarios The time it takes an agent to greet a customer is a key factor in service quality. A late greeting can cause discomfort to the customer, delay the interaction and affect perfor

Which report can I use to analyze agents' use of transfers and conferences?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to evaluate how agents use transfer and conference features during calls. This information helps them identify patterns, opportunities for improvement, and ensure an optimal customer experience. Context / Scenarios Quality of Service: Supervisors who need a thorough

How to order the green check mark on WhatsApp

Published July 14th, 2025 by Jhon Bairon Figueroa

Symptom / Need Obtain the "Official Business Account" status on WhatsApp (green tick) to validate the brand's authenticity and relevance. Context / Scenarios The green checkmark indicates that WhatsApp has verified that an account belongs to a relevant and authentic brand. This verification helps build trust with customers. Answer (Solution / Re

Qué idiomas son soportados por las aplicaciones de Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cómo se calcula el ASA

Published March 6th, 2025 by Jhon Bairon Figueroa

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Cómo funcionan los mensajes doble vía en Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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De qué forma identifica un agente que ha recibido una llamada, chat o una interacción

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to manage emails in MailVox

Published May 9th, 2025 by Jhon Bairon Figueroa

Symptom / Need Manage emails using MailVox in Wolkvox CRM, including composing, sending, and organizing your inbox. Context / Scenarios MailVox in Wolkvox CRM provides an intuitive interface for managing emails, allowing you to compose, send, and organize emails from a single platform. This feature facilitates message management and tracking, impr

A qué hace referencia un IVR con Menú dinámico

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to differentiate stereo recording from mono in calls?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to understand the difference between stereo and mono call recordings to better evaluate audio quality in Data Monitor. Context / Scenarios Data Monitor in wolkvox Manager allows you to review call recordings. Depending on the settings, recordings can be in stereo or mono format, which affects the separation of audio channels.

A qué se refiere el concepto de multimodal en Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to analyze campaign results using performance charts

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need to visualize and analyze campaign performance through graphs that represent key performance metrics to make informed decisions and optimize contact strategies. Context / Scenarios Outbound campaign results can be analyzed graphically to provide a visual representation of performance. These

How to analyze the quality of interactions in Wolkvox Manager

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need To be able to evaluate the percentage of accuracy in compliance with the attributes defined in the Quality Matrix for interactions with customers. Context / Scenarios The "Wolkvox QA AI" tab within "Speech and Text Analysis" in the Wolkvox Dashboard allows you to perform this quality analysis. Answer (Solution/Recommendation) Go to th

What does the 'Does not exist in database' message at the bottom of the wolkvox Agentbox desktop or web mean?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need When trying to log into Wolkvox Agentbox, the message "Does not exist in the database" appears . Context / Scenarios This message may appear when the system does not recognize the agent on the platform. The most common causes may be related to user configuration or available licenses. Answer (Solution/Recommendation) To fix this p

How to search for satisfaction surveys

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Learn how to navigate the "IS Survey Box" tab to access customer interaction satisfaction surveys. Context / Scenarios On the Wolkvox platform, the "IS Survey Mailbox" tab allows you to access the results of customer satisfaction surveys at the end of a call. Answer (Solution/Recommendation) Search for satisfaction surveys in 'IS Surv

Why when an agent goes to log in to the desktop agentbox the start button is disabled

Published March 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need The “Login” button in wolkvox Agent (Agentbox) appears disabled when an agent tries to log in. Context / Scenarios This situation may occur when logging into the wolkvox Agent (Agentbox) application. At the beginning of the process, the agent must correctly enter the operation to which he belongs. The system performs a check to veri

¿Cuál es el peso promedio de los archivos de llamadas en diferentes formatos?

Published March 10th, 2025 by Jhon Bairon Figueroa

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How to search for calls by agent ID, customer ID, or phone number in Data Monitor

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to query specific records of calls made or received, searching by Agent ID, Customer ID, or Phone Number within wolkvox Manager. Context / Scenarios Data Monitor is a tool from wolkvox Manager that allows you to monitor call activity. To perform an efficient search, you can filter by different criteria such as agent ID, custo

How to change an agent's status from the "Agents" tab in the Dashboard

Published February 25th, 2025 by Jhon Bairon Figueroa

Qualification How to change an agent's status from the "Agents" tab in the Dashboard. Symptom / Need You need to modify an agent's status (for example, put it on Ready or disconnect it) to manage its availability efficiently. Context / Scenarios From the Agents tab of the Dashboard in wolkvox Manager, you can change the status of an agent to control

Which report can I use to obtain hourly service level statistics?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need tools that allow them to evaluate call performance throughout the day, identifying peak and off-peak times to optimize resource allocation. Context / Scenarios Hourly Evaluation: Supervisors who wish to analyze call performance at specific time intervals to identify trends in call volume. R

Cómo se calcula el precio proporcional de las licencias Master

Published March 4th, 2025 by Jhon Bairon Figueroa

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Cómo implementar los días festivos en el IVR

Published March 6th, 2025 by Jhon Bairon Figueroa

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Which report allows me to know the number of call attempts based on their outcome?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze how many call attempts were made in a campaign and what the outcome of each was, to identify patterns in dialing effectiveness. Context / Scenarios This report is useful when you want to evaluate the efficiency of an outbound campaign, identifying how many attempts were answered, failed, busy, unanswered, among oth

How to assign agents to a skill and set their expertise level

Published March 3rd, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center managers need an efficient way to assign agents to Skills (groups or queues) and configure their expertise level to ensure that calls are properly distributed based on agent skill. Without this configuration, calls could be handled by less skilled agents, which could negatively impact service quality. Context / Scenario

Which report allows me to see the details of each call with AMD detection in my campaigns?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the details of every call made in a campaign, including whether it was answered by a human or a machine, the date of the call, and the phone number that was dialed. Context / Scenarios This report is useful when you want to individually analyze each call attempt and its outcome in terms of answering machine recognitio

How to find and monitor social media and email interactions

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Learn how to access and monitor customer interactions via social media and email on the Wolkvox platform. Context / Scenarios In addition to phone and chat interactions, the Wolkvox platform also allows you to monitor and analyze customer interactions via social media and email. This is essential to gain a complete view of the custome

Which report allows me to view the details of each call made in a Preview campaign?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the detailed information of each call made in a Preview campaign, including the agent who handled it, the result of the call, the typing used and the comments recorded. Context / Scenarios This report is useful when you need to analyze the performance of calls in a Preview campaign, identify customer contact patterns,

Which report can I use to analyze the full details of each call in my campaign?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Supervisors and managers need access to detailed information about calls made or received in a campaign to evaluate costs, duration, destinations, activities performed by agents, and more. This level of detail is essential for conducting audits, calculating operational costs, and monitoring service quality. Context / Scenarios Cost co

What report can I use to analyze the service level by DNIS?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center managers and supervisors require detailed information on how calls are performing based on the number dialed, to identify areas for service improvement and optimize customer care. Context / Scenarios Performance Evaluation: Supervisors who want to analyze the performance of different contact numbers to identify which on

How to configure basic fields in wolkvox CRM

Published June 12th, 2025 by Jhon Bairon Figueroa

Symptom / Need Users creating or editing modules in wolkvox CRM need to add simple, common fields like text, number, date, email, or phone, but are unclear about how to configure them correctly or what additional options they can set. Context / Scenarios When creating a module in wolkvox CRM, basic fields are often required to capture essential re

What are the limitations of wolkvox Manager campaigns?

Published July 9th, 2025 by Jhon Bairon Figueroa

Symptom / Need You're planning or running campaigns in wolkvox Manager and need to understand the restrictions on the number of simultaneous campaigns, upload file sizes, and total number of records to ensure optimal performance and avoid disruptions to your operations. Context / Scenarios Efficient campaign management is crucial for any contact c

How to configure selection fields in wolkvox CRM

Published June 12th, 2025 by Jhon Bairon Figueroa

Symptoms / Need Users designing forms in Wolkvox CRM need to include fields that allow them to select one or more predefined options, but they're unclear about which type of field to use or how to configure it correctly. Context / Scenarios Many CRM forms require users to select values from predefined lists, either to standardize information, faci

Which report can help me measure the optimal number of agents per hour?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center managers and supervisors need tools that allow them to assess workload and determine how many agents are needed to maintain an adequate level of service during different times of the day. Context / Scenarios Resource Optimization: Supervisors who want to adjust the number of agents based on call demand at specific time

How to configure automatic cleaning of custom fields in Collections

Published May 12th, 2025 by Jhon Bairon Figueroa

Symptom / Need Configure automatic clearing of custom fields in the Wolkvox CRM Collections module to ensure that the information is reset every time a new transaction is processed. Context / Scenarios Automatic custom field cleaning in the Wolkvox CRM Collections module allows you to customize the deletion of data entered in file and obligation f

Which report can I use to obtain details of answered calls and their management?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require detailed information about calls that have been answered, in order to evaluate agent performance and the quality of service provided. Context / Scenarios Agent Performance Evaluation: Supervisors who want to analyze the response time and effectiveness of each agent in handling calls. Cus

How to set up the welcome message and VTO for a Skill

Published March 3rd, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center administrators need to set up specific messages to improve the customer experience when interacting with a Skill. These messages include a welcome message , which is played before the call is answered by an agent, and a VTO (Voice Treatment Option) , which is played when calls are on hold in the queue. Without these mes

wolkvox Agent 20250210

Published April 9th, 2025 by Jhon Bairon Figueroa

Sending SMS templates from wolkvox Agent Wolkvox Agent has introduced a new feature that allows sending SMS templates through the Two-Way SMS service. This feature, currently available only in the United States, allows agents to use templates previously configured in Wolkvox Manager by the operation administrator. These templates are associated with

How to set up a Skill's working hours

Published March 3rd, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center administrators need to configure a Skill's business hours to ensure that calls are handled correctly during the designated operating hours. Without this configuration, situations such as receiving calls outside of business hours without a defined action could occur, which could impact the customer experience. Context /

Cómo puedo crear las plantillas de WhatsApp

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cómo puedo consumir el API de reportes

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cómo configurar el SSO o integración con LDAP en Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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wolkvox CRM 20250325

Published April 9th, 2025 by Jhon Bairon Figueroa

New API "Insert records into Collections and their obligations" This API allows for the bulk insertion of records into the wolkvox CRM Collections module, including files and their respective obligations. A file represents a customer's information, while obligations are the payment commitments associated with that customer. This API is designed to f

wolkvox Manager 20250320

Published April 8th, 2025 by Jhon Bairon Figueroa

Report and API 13.1 Specific details of transfers and conferences A new report has been implemented in wolkvox Manager and its API, allowing for complete details of all telephone interactions transferred within the wolkvox system. This feature performs a comprehensive trace of all calls that have undergone multiple transfers or conferences, showing

How many typing levels can I set up in a call and chat?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom/Need: I need to set up multiple levels of typing to better organize interactions (calls, chats or emails) within Wolkvox. Context/Scenarios: Typifications are codes that are assigned to interactions to classify them according to their nature or resolution. Calls: There is the option to configure up to two typing levels. Chats and interacti

wolkvox Agent 20250127

Published April 9th, 2025 by Jhon Bairon Figueroa

New multilingual experience in the Chats section The translations of all interface elements in the Chats section of wolkvox Agent (desktop and web versions) have been reviewed and updated. This includes the conversation panel, message headers, buttons, labels, and other components. Additionally, new languages have been added to expand compatibility

What report can I use to analyze Mr. Wizard's questions and answers in my operations?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to review the questions asked by agents to Mr. Wizard and the answers provided by this tool to evaluate the effectiveness of the training and optimize the use of the functionality. Context / Scenarios You want to know if Mr. Wizard is correctly answering the questions asked by the agents. You need to identify patterns in agen

¿Cómo integrar tu planta telefónica con la plataforma de Contact Center wolkvox? (Llamadas entrantes)

Published March 6th, 2025 by Jhon Bairon Figueroa

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What report can I use to check my official WhatsApp billing?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Knowledge of the use of WhatsApp channels with an Official connector is required, including details about interactions, the use of templates, and the contact numbers involved. Context / Scenarios Monitoring WhatsApp Official Consumption: Allows you to know the number of interactions generated on this channel and evaluate its impact on

What are the recommendations for downloading information from Wolkvox Manager?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need Need to download information from the Wolkvox Manager platform, such as reports and audios, ensuring optimal system performance. Context / Scenarios Wolkvox Manager stores all daily operational information and allows it to be downloaded at any time. However, to ensure good performance of the platform, it is important to follow certa

Cómo puedo saber cuáles son los números DNC que tengo configurados

Published March 6th, 2025 by Jhon Bairon Figueroa

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How to integrate your telephone system with the Wolkvox Contact Center platform

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need You have a telephone system in your company and you want incoming calls to be directed to the Wolkvox platform. Context / Scenarios To achieve a successful integration between your telephone system and Wolkvox, it is necessary to follow a specific technical procedure, complying with certain requirements and good practices in the con

Which report allows me to get sentiment analysis and conversation summaries on demand?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to analyze the content of specific conversations to understand their overall sentiment, get a summary, and evaluate their impact on the customer experience. Context / Scenarios Interactions between agents and customers can contain valuable information about service quality, recurring user concerns, and the emotional tone of the

How to Monitor Agent Activity in Real Time and Historically

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Supervisors need a fast and efficient way to view agent performance throughout the workday to make informed real-time decisions or perform post-operational analysis. Context / Scenarios There are situations where it is essential to know the current status of agents in order to manage resource availability, identify prolonged downtime,

De qué forma se ajusta la zona horaria para descargar reportes y consumir APIs

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to get detailed statistics on agent activity in different auxiliary states?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need detailed information about the time each of their agents spends in different auxiliary states, such as break, lunch, meeting, etc. This information is crucial to analyze agent productivity and efficiency and make informed decisions to improve team performance. Context / Scenarios Know the t

How to export and view chat logs in HTML format

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to save and review managed chat logs in Data Monitor from the 'Chats' tab by exporting them to HTML format for detailed analysis. Context / Scenarios The Chats tab in Data Monitor allows you to monitor chat interactions. You can export these logs and view them in HTML format, compressed into a TAR file, to keep a complete his

Which report allows me to see calls that were not classified by agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to identify which calls have not been typed by agents to ensure that all interactions are properly classified and to correct any omissions in the coding process. Context / Scenarios In a contact center, it is critical for agents to code each call with an activity code to record the reason or outcome of the interaction. However,

Cómo cambiar el método de pago WhatsApp apicloud

Published March 5th, 2025 by Jhon Bairon Figueroa

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How long is information retained on Wolkvox?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need I want to know how long information is stored at Wolkvox and what to do if I need to extend the retention period. Context / Scenarios The storage time of information in Wolkvox, such as historical reports, chats, interactions and call recordings, depends on the type of licensing contracted: Basic or initial license: Includes a 6-mon

How to preview chat history from Data Monitor

Published February 25th, 2025 by Jhon Bairon Figueroa

Qualification How to preview chat history from Data Monitor. Symptom / Need You want to review the content of a chat without having to export it, directly from the Data Monitor interface in wolkvox Manager. Context / Scenarios Data Monitor allows you to preview the complete history of chat-managed conversations to analyze the interaction between the

Which report can I use to analyze the number of completed interactions by channel?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and analysts need to know how many interactions have been closed on each service channel, in order to evaluate the management volume and the distribution of demand across different contact channels. Context / Scenarios Workload analysis: Allows you to understand which channels have the highest number of clos

wolkvox Manager 20250130

Published April 9th, 2025 by Jhon Bairon Figueroa

New option to manage automatic backup of recordings and chats to wolkvox Storage Two new options have been added to the wolkvox Storage configuration within wolkvox Manager: Automatic copy of recordings (Check button).Automatic copy of chats (Check button). These options allow you to enable or disable automatic copying of call and chat recordings to

Qué debo configurar para realizar un screen pop-up en mi aplicación

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cómo es el procedimiento para la activación del Log de Agentbox

Published March 4th, 2025 by Jhon Bairon Figueroa

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What is the purpose of the different main tabs in the Dashboard?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Users managing campaigns, agents, or data within the contact center need to understand the purpose of the different Dashboard tabs to oversee operations, monitor results, and make strategic decisions efficiently. Context / Scenarios The Dashboard is a real-time monitoring tool that provides a centralized view of key operational data.

What scenarios arise with interrupted calls and how could you act?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need Calls experience interruptions or audio dropouts, making communication between agent and customer difficult. Context / Scenarios In the daily operation of a contact center, it is possible that at certain times problems with the audio quality during a call are detected. To identify the cause and take action, it is necessary to review

Qué ocurre al transferir llamadas directamente a la extensión de un agente

Published March 5th, 2025 by Jhon Bairon Figueroa

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What report can I use to analyze responses rated positive on Mr. Wizard?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You want to identify interactions where agents rated the responses provided by Mr. Wizard as positive, in order to evaluate its usefulness and effectiveness. Context / Scenarios You want to know which questions have been satisfactorily answered by Mr. Wizard. You need to identify patterns in highly rated responses to replicate good pr

What report allows me to know the use of the text-to-speech (TTS) service in wolkvox?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze the frequency of use of the Text to Speech (TTS) service in wolkvox, identify which texts have been converted to speech most frequently and know the number of characters used. Context / Scenarios The TTS (Text to Speech) service in wolkvox allows you to convert text into speech to provide automated responses to cus

Which report allows me to analyze the details of the smart surveys carried out on customers?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to review detailed results of smart customer surveys, including the answers to each question, the agent who handled the call, and the sentiment expressed by the customer. Context / Scenarios Smart surveys allow you to measure customer satisfaction and evaluate agent performance. Having a detailed report of these surveys facil

What report can I use to analyze in detail the transfers and conferences made by agents?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require detailed information about the transfers and conferences agents make during calls. This information allows them to identify patterns, evaluate service quality, and make informed decisions to improve operational efficiency. Context / Scenarios Quality of Service: Supervisors who require t

Which report can I use to analyze telephone costs by call duration?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Managers need to identify the time intervals in which the highest telephony costs are generated in order to optimize resources and improve operational efficiency. Context / Scenarios Cost Optimization: Identify call duration intervals that represent the highest percentage of total cost to implement cost-saving strategies. Usage Analys

Métricas clave en la industria de los centros de contacto

Published March 6th, 2025 by Jhon Bairon Figueroa

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How to check the number of calls and minutes consumed on an IVR per day?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know how many calls have entered an IVR in a specific time period and how many minutes have been consumed in these interactions. Context / Scenarios This report is useful when looking to analyze the call load on an IVR, evaluate the time users spend on it, and make decisions to optimize the flow of service, improve the use

What report allows me to evaluate the performance of quality agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze agent performance based on quality assessments, identifying their accuracy in key areas and their rate of critical errors. Context / Scenarios Quality assurance in a contact center requires accurately measuring agent performance through structured evaluations. To do this, it is essential to have a report that: Disp

Cómo se configura el componente "Transfer Skill"

Published March 6th, 2025 by Jhon Bairon Figueroa

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Cuáles son los ajustes básicos en AgentBox

Published March 4th, 2025 by Jhon Bairon Figueroa

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How to automatically generate documents with the "Create Document" component in wolkvox Studio

Published April 8th, 2025 by Jhon Bairon Figueroa

Symptom / Need Wolkvox Studio users need to automatically generate documents in PDF or JSON formats, using dynamic data collected during customer interactions across various communication channels. This feature is essential for automating the creation of requests, appointments, and other documents required in self-service processes. Context / Scen

How to set up automated cron jobs on CRM + Webhook + Cron + AutoQAi + wvx Copilot routing points

Published May 13th, 2025 by Jhon Bairon Figueroa

Symptom / Need Configure the "Start" component on routing points of type 'CRM + Webhook + Cron + AutoQAi + wvx Copilot' to manage automated and scheduled tasks. Context / Scenarios The "Start" component in routing points of the 'CRM + Webhook + Cron + AutoQAi + wvx Copilot' type allows you to configure automated tasks that run at specific time int

Qué debo revisar si los agentes están recibiendo llamadas entrecortadas

Published March 6th, 2025 by Jhon Bairon Figueroa

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Steps to configure DNS and enable sending in Mailgun

Published March 6th, 2025 by Jhon Bairon Figueroa

Symptom / Need If you need to use Mailgun to send emails, you need to properly configure your DNS records at your domain provider. This setup ensures that Mailgun can authenticate and send emails from your domain without any issues. Context / Scenarios Mailgun requires you to verify your domain and configure specific DNS records to enable email send

Cómo programar rellamadas en la campaña

Published March 6th, 2025 by Jhon Bairon Figueroa

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Cómo se calcula la ocupación

Published March 6th, 2025 by Jhon Bairon Figueroa

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Qué ocurre cuando no se logra el ingreso de forma correcta del usuario y contrasena en el wolkvox Agent y Manager

Published March 5th, 2025 by Jhon Bairon Figueroa

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Por qué cuando un agente llega de break o almuerzo el agente está en Ready y no en el estado auxiliar

Published March 6th, 2025 by Jhon Bairon Figueroa

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What does the "Word Cloud" represent and how is it generated?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors want to quickly identify the most frequently mentioned words or phrases during agent interactions with customers to assess trends, recurring themes, and potential problems. Context / Scenarios The supervisor needs to understand the most discussed topics in interactions to adjust the team's strategy. Quick an

wolkvox CRM 20250410

Published April 15th, 2025 by Jhon Bairon Figueroa

Restoring mass updates The new "Mass Update Restore" feature in Wolkvox CRM allows you to revert changes made to records during a mass upload, restoring previous values without deleting or altering new records created during the same process. This tool provides an efficient solution for undoing unwanted changes after a mass update, without the need

Why do I see a number in the wolkvox Agent web (Agentbox web) call icon but no calls come in?

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom/Need The agent sees a red number on the phone icon within the wolkvox Agent web application (Agentbox Web), but calls are not assigned. Context / Scenarios The red number on the icon indicates that there are pending calls in the queue. However, even though there are agents available (Ready) and assigned to the corresponding skill, the calls

Which report allows me to know the number of times each typing code has been used?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to obtain a consolidated record of the use of activity codes within the operation, in order to analyze the frequency with which each classification is used and evaluate patterns in agent interactions. Context / Scenarios In a contact center, agents use activity codes to classify the outcome of each call, chat, or customer inter

Cuál es el procedimiento de atención de la Mesa Servicio de Wolkvox

Published March 4th, 2025 by Jhon Bairon Figueroa

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Cómo puedo configurar AWS S3

Published March 6th, 2025 by Jhon Bairon Figueroa

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A qué se refiere el código de tipificación TIMEOUTACW

Published March 5th, 2025 by Jhon Bairon Figueroa

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What is MailVox and how to configure it

Published May 9th, 2025 by Jhon Bairon Figueroa

Symptom / Need Learn what MailVox is and how to configure it in MailVox CRM to manage your emails efficiently. Context / Scenarios MailVox is a feature within Wolkvox CRM that allows you to manage emails, facilitating the administration, organization, and response of emails from a single platform. Currently, MailVox only allows integration with th

What report allows me to analyze the machine codes detected by Turbo Dial?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the details of the machine codes that the Turbo Dial service identified in the calls made within a campaign, to analyze its effectiveness and optimize dialing. Context / Scenarios The Turbo Dial service in wolkvox Manager optimizes dialing in campaigns by identifying and avoiding calls to numbers with a high probabili

Cuál es la diferencia entre una campaña Preview y la marcación manual

Published March 5th, 2025 by Jhon Bairon Figueroa

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How can I review the detailed content of chats recorded on the Wolkvox platform?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Data Monitor's Chats tab allows users to preview the full content of each chat conducted across different channels such as WhatsApp, Facebook Messenger, Telegram, and ChatWeb. Context / Scenarios Data Monitor's Chats tab allows users to preview the full content of each chat conducted across different channels such as WhatsApp, Faceboo

How to set the language in wolkvox Agent (AgentBox)

Published March 5th, 2025 by Jhon Bairon Figueroa

Symptom / Need Wolkvox Agent users need to configure the interface language to work in their preferred language, thereby improving their experience and productivity. Language configuration is essential to ensure agents can interact efficiently with the system in a multilingual environment. Context / Scenarios Work Environment Personalization: Agents

Which report allows me to know the frequency of use of menu options in wolkvox Studio flows?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze how many times the different menu options have been selected within the flows designed in wolkvox Studio and what percentage of use each one has compared to the total number of interactions. Context / Scenarios Activity codes in wolkvox can be used as menu options in chat and voice flows. To improve user experience

wolkvox Manager 20250220

Published April 9th, 2025 by Jhon Bairon Figueroa

User Interface Update As part of the process of evolving and improving the user interface, a significant change has been made to the logos , ensuring that they reflect the brand's core values: dynamism, intensity, sophistication, accessibility, strength and experience . Objectives of Change The new design has been conceived to comply with the foll

Why my external token doesn't work with other APIs (Wolkvox CRM)

Published June 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need The user attempts to use an external token to access an API other than "View Case Note History," but either receives an unsuccessful response or receives an authorization error. Context / Scenarios This problem usually occurs when: An administrator or technical user attempts to reuse an external token to consume another CRM API. The

wolkvox Agent 20250410

Published April 15th, 2025 by Jhon Bairon Figueroa

Displaying ads in WhatsApp chats (Click to WhatsApp) A new feature has been implemented in Wolkvox that allows advisors to view the image or video of the Facebook or Instagram ad from which a customer initiates a Click to WhatsApp conversation. This feature provides the agent with visual and content context about the origin of the interaction, impro

How to use wildcards (%) for advanced searches in Data Monitor

Published February 24th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to perform more flexible searches in Data Monitor to find call records, interactions, or surveys that contain certain data patterns, using wildcards to improve accuracy. Context / Scenarios Data Monitor allows you to perform detailed searches using advanced filters. The "%" wildcard is a useful tool for finding values that be

How to restore bulk updates in wolkvox CRM

Published May 7th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to revert unwanted changes made during a bulk record upload to Wolkvox CRM without losing the newly created records. Context / Scenarios In the Wolkvox CRM environment, it's common to perform mass record updates. However, occasionally, you may need to revert these changes to their previous values without affecting any new rec

How do I check the impact and usage of smart waiting in my interactions?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to evaluate the use of smart queue functionality in your operation, understand how many customers accepted or rejected the option, and measure its impact on service level. Context / Scenarios Smart Waiting is a feature that optimizes call handling when the target service level is at risk. It allows customers to wait until an

Cómo puedo generar un reporte en el CRM

Published March 6th, 2025 by Jhon Bairon Figueroa

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Cómo realizar una transferencia asistida

Published March 5th, 2025 by Jhon Bairon Figueroa

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What report can I use to know how many interactions are closed each day?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need a report that allows them to analyze the number of interactions closed daily and the total time spent managing them. This helps them evaluate the workload per day, identify patterns in the operation, and optimize resource allocation. Context / Scenarios Monitoring the volume of daily intera

What report can I use to analyze call response times by skill or service?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require detailed information about the speed with which calls are handled, in order to identify areas for service improvement and optimize the customer experience. Context / Scenarios Service Level Monitoring: Supervisors who wish to assess compliance with the service objectives established for

Which report can I use to analyze agent activity at 30-minute intervals?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers require tools that allow them to monitor and evaluate agent performance at more granular periods throughout the workday. Having this information helps them identify trends, patterns, and opportunities for improvement in customer service. Context / Scenarios Shift Optimization: Supervisors who ne

How to search and monitor chats

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Learn how to search and monitor chat logs on the Wolkvox platform to analyze customer interactions through this channel. Context / Scenarios Data Monitor's Chats tab allows Wolkvox users to search and monitor chat logs conducted via different channels such as WhatsApp, Facebook Messenger, Telegram, and ChatWeb. Answer (Solution/Recomm

Which report can I use to obtain service level statistics every 30 minutes?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need tools that allow them to monitor call performance at shorter intervals, making it easier to identify problems in real time and optimize customer service. Context / Scenarios Real-Time Monitoring: Supervisors who want to analyze call performance at 30-minute intervals to react quickly to spi

What is the "wvx Copilot" component in wolkvox Studio and how does it work?

Published April 22nd, 2025 by Jhon Bairon Figueroa

Symptom / Need Businesses need a tool that allows them to intelligently analyze and respond to customer inquiries across various communication channels. The wvx Copilot component in Wolkvox Studio offers an advanced solution for managing these interactions using artificial intelligence. Context / Scenarios In today's business environment, customer

How to send a call for quality analysis from Data Monitor

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to send a specific call recording to the Quality Analyzer to perform a detailed quality analysis. Context / Scenarios The Quality Analyzer in wolkvox Manager allows you to evaluate call quality using predefined criteria. From Data Monitor, you can select specific calls to include in this process. Answer (Solution/Recommendati

How to create a Skill in wolkvox Manager

Published March 3rd, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to assign specific skills to agents to optimize the distribution of interactions based on their competencies. Context / Scenarios Agent Organization: When you need to group agents by specialization, department, or skill level. Call Distribution: When setting up a new helpline or service that requires a specific group of agent

How to edit the general information of an existing Skill

Published March 3rd, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center administrators need to modify the general settings of an existing Skill to adjust its name, description, welcome messages, or voicemail. These updates are essential to keep the Skill aligned with operational or service changes. Context / Scenarios Data Update: When a Skill name or description needs to be changed due to

Which report allows me to see the typing codes grouped by skill?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to know how many interactions have been classified with each activity code, but grouping the information by skill (group of agents) to analyze performance by team. Context / Scenarios In a contact center, agents use activity codes to record the outcome of each customer interaction. In many operations, it is useful to group this

What does the 'Invalid User' message at the bottom of the wolkvox Agentbox Web or Desktop refer to?

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need When trying to log into Wolkvox Agentbox, the message "Invalid User" appears at the bottom of the screen. Context / Scenarios This message may appear when there are problems with the user's access to the platform, either due to incorrect credentials, user status, or technical issues. Answer (Solution/Recommendation) If you see the mes

Which report allows me to review the details of each quality assessment applied to an agent?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to analyze an agent's quality results in detail, reviewing each assessment applied, along with comments, accuracy on critical errors, and opportunity for improvement. Context / Scenarios For quality management in a contact center, it is essential to review each evaluation applied to agents with specific information on: Critic

Which report allows me to know the classification codes used by each agent?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to know what typing codes agents have used to record the outcome of their interactions with customers and how many times they have used each code. Context / Scenarios In the operation of a contact center, agents must classify or code the result of each interaction with customers (calls, chats, social networks or emails). This p

Which report allows me to see detailed analysis of conversations with speech analytics?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need I need to get detailed analysis of agent-customer interactions, including silent times, greetings, customer sentiment, and keyword detection in the conversation. Context / Scenarios Businesses looking to improve service quality, evaluate agent communication, and analyze customer sentiment require accurate information about what happen

wolkvox CRM 20250220

Published March 20th, 2025 by Jhon Bairon Figueroa

Interface change As part of the interface evolution and improvement process, a significant change has been made to the logos , ensuring that they reflect the brand's core values: dynamism, intensity, sophistication, accessibility, solidity and experience . Objectives of Change The new design has been conceived to comply with the following principl

Qué es el Jitter en el informe de red

Published March 6th, 2025 by Jhon Bairon Figueroa

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Cómo puede eliminar el conector de WhatsApp

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cada cuánto y de qué manera se actualiza la aplicación Wolkvox Manager

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need Wolkvox Manager does not update automatically or experiences issues during the update. Context / Scenarios Wolkvox Manager updates up to 3 times per month , approximately every 10 days , automatically and immediately. If the update does not occur, it may be due to restrictions in the user's system or network settings. Answer (Solu

How do I analyze my agents' individual performance in each campaign?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need As a contact center supervisor or manager, you need a tool that allows you to thoroughly evaluate the performance of each agent in the different campaigns they participate in. This will help you identify strengths, areas for improvement, and make more informed decisions about agent assignment and resource optimization. Context / Scena

Cuáles son los esquemas de conectividad que ofrece Wolkvox

Published March 5th, 2025 by Jhon Bairon Figueroa

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Cómo debo consumir el Api de facturación

Published March 5th, 2025 by Jhon Bairon Figueroa

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How to filter agents by status in the "Agents" tab of the Dashboard

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to see only agents that are in a specific state (such as Ready, Talk, or ACW) to monitor their activity more efficiently. Context / Scenarios The Agents tab of the Dashboard in wolkvox Manager allows you to filter the list of agents by their current status to focus on those that require attention. Answer (Solution/Recommendat

Which report can I use to check chat transfers between agents?

Published February 26th, 2025 by Jhon Bairon Figueroa

Symptom / Need You need to know the number of chats transferred between agents, agent groups, or routing points, including details such as the channel, agents involved, and the date of the transfer. Context / Scenarios Chat Management Monitoring: Allows you to identify how many chats were transferred and to which agents or groups they were sent. Loa

Which report can I use to analyze all agent activity by hour of the day?

Published February 25th, 2025 by Jhon Bairon Figueroa

Symptom / Need Contact center supervisors and managers need tools that allow them to understand in detail how the activity of all agents is distributed throughout the work day. Having this information helps them identify patterns, optimize resource allocation, and make more informed decisions. Context / Scenarios Performance Monitoring: Supervisors

Why the integration API with wolkvox Agent does not work

Published March 4th, 2025 by Jhon Bairon Figueroa

Symptom / Need The integration API with wolkvox Agent does not work correctly, preventing connection with other web services. Context / Scenarios Web Integration allows you to connect wolkvox Manager to different web services. For its correct operation, it is necessary to properly configure the available options: Integration Link: URL of the site