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 audio files.
• Call Analytics: Analysts looking to identify specific patterns or incidents in call recordings.
• Quality Monitoring: Supervisors review agent interactions to assess performance and service quality.

Answer (Solution/Recommendation)

The name of an audio file in Wolkvox contains structured information that makes it easier to identify and manage recordings. Below is a breakdown of each component of the file name:

• Customer: The customer's identity document. This field is crucial to identify the customer involved in the call.
• Agent: The ID of the agent who handled the call. This data allows you to track which agent handled the interaction.
• Date: The date and time the call was handled, in Year-Month-Day-Hours-Minutes-Seconds format. This field is essential for locating the interaction in time.
• Cod: The Level 1 call typing code. This code helps classify the type of interaction or the outcome of the call.
• Cod2: The Level 2 call typing code. Provides additional or more specific classification of the interaction.
• Tel: The phone number used for management. This field is useful for identifying the customer's contact number.
• Id: The unique identifier of the call. This ID is essential to differentiate one call from another, especially in systems with a high volume of interactions.
• Hung_up: Information about who hung up the call, whether it was the agent or the customer. This data is relevant for analyzing customer behavior and satisfaction.

Example file name: customer.110.agent.10490.date.2020-07-28-12-36-57.cod.SPT.cod2.IPX.tel.3176433270.id.3270.4315.8326.1595955951.69106.hung_up.agent.gsm