Symptom / Need

• RPC Editing Inability: When you try to modify an activity code set to RPC = YES to change it to RPC = NO , the option is displayed disabled (grayed out) in the interface.
• Block persistence: When attempting to make the change from the operation administration in Wolkvox Manager, the system does not allow saving the modification.

Context / Scenarios

• Where does it occur?
  • It is presented in Wolkvox Manager , within the activity code/operation classification management module.
• In what cases does it occur?
  1. Active configuration with HIT = YES: This is only manifested when the evaluated activity code has the HIT parameter set to YES .
  2. Validation in different environments: When performing tests from the administration modules and on different operations or servers, the restriction is maintained consistently.
• Functional origin:
  • This is not a technical error, nor a database failure, but a functional design rule.

Answer / Solution

Normal Platform Behavior

• This is normal and expected behavior: This situation does not correspond to a system failure or error , but to the normal behavior of the platform.
• Product Business Rule: As a functional design rule, the platform dictates that all activity code with HIT = YES must maintain RPC = YES . Due to this logical dependency, the interface automatically disables the option to change RPC = NO while the HIT remains at YES .

Validation Procedure and Management Alternatives

1. Initial validation of the HIT field:
   • You should check in the activity code configuration if the HIT parameter is set to YES .
2. Enabling by changing the HIT:
   • If the operation does not require the interaction to be counted as a HIT , the HIT parameter should be changed to NO . After making this adjustment and saving, the platform will automatically enable the RPC field , allowing you to modify its value.
3. Special Request Management (Customer Success Manager):
   • If the operation requires maintaining HIT = YES and requires evaluating a different behavior (such as allowing RPC = NO ), you must channel the request through your Customer Success Manager , who will manage the evaluation of the need with the Product area.

Escalation

If the HIT parameter registers as NO and the system does not allow editing the RPC, or if it is necessary to adjust RPC to YES, with the HIT field in Yes and the platform generates an unexpected error when saving, escalate the case to the service desk.