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 their history and the different stages of the communication.

Both tools include key information such as the transfer ID, originating and destination agent, call duration, and interaction type (inbound, outbound, transfer, internal, etc.).

This facilitates call traceability, optimizes operational management, and allows for analysis of transfer behavior within the system.

How to generate the report in wolkvox Manager

To generate this report from the wolkvox Manager interface, follow these steps:

1. Access the “Reports” section from the left side menu of wolkvox Manager.
2. Select the date range you want to analyze in the “Start Date” and “End Date” fields.
3. Go to the “Agents” tab.
4. Find and select the report “13.1 Specific details of transfers and conferences” .
5. Click “Generate Report” to view and analyze the information.

Using the API

To access this information programmatically, the corresponding API has been implemented within the Agents API group in wolkvox reports .

• You can consult the official documentation for this API by clicking [here] .
• You can also access their documentation on Postman Collections by clicking [here] .

This API allows you to integrate detailed information about transfers and conferences into external systems, automate reports, and improve the analysis of telephone interactions in large volumes of data.

Benefits

✅ Greater call traceability: Allows you to identify all transfers and conference calls in a call, facilitating the analysis of complex interactions.

✅ Process optimization: Helps identify areas for improvement in call transfer management, avoiding unnecessary reprocessing.

✅ Monitoring and control: Facilitates call tracking between agents and departments, ensuring better service management.

✅ Pattern Identification: Allows you to analyze transfer behavior and its impact on the customer experience.

New functionality to send inactivity messages in order of creation

The "Home" component of wolkvox Studio now allows users to configure inactivity messages to be sent in the order in which they were created. This feature is only applicable to "Chat" routing points and allows users to more effectively manage communication with customers who have not responded within a specified time.

Benefits

✅ Efficient Inactivity Management: Allows you to more effectively manage communications with inactive customers, ensuring they receive reminders in the desired order.
✅ Personalization: Facilitates the customization of inactivity messages, allowing for communication that is more tailored to the customer's needs.
✅ Automation: Automates the process of sending reminder messages, improving operational efficiency.
✅ Improved Customer Experience: Helps keep customers informed and engaged, improving the overall customer experience.

Configuration

1. The "Home" component is located in the buttons at the top of the screen.
2. Drag the component onto the canvas where you design the routing points.
3. Enable Inactivity Message Sending: Activate the "Enable inactivity message sending" checkbox.
4. Configure Timeout: In the "Timeout (minutes)" field, set how many minutes must pass after the customer's last response before a reminder message is sent. The maximum value is 120 minutes.
5. Add Idle Messages: In the "Idle Message" field, individually add each message that will be sent to the client upon each inactivity detection based on the timeout.
6. Use the button with the "+" icon to add each message to the "Idle Message" field.
7. Message Display: All added inactivity messages are displayed in the table shown.
8. Set Repetitions: In the "Repetitions" field, define how many inactivity messages will be sent in a continuous succession of inactivity detection. Keep in mind that you should increase the number you plan to set in this field by 1 to avoid inconsistencies.
9. Run in Creation Order: Select the "Run in creation order" checkbox to have inactivity messages sent in the specified order, i.e., the first message added first and the last message added last.
10. Save Configuration: Click "Save Configuration" to apply the changes made to the component.

Optimizing multimedia storage

This new feature involves migrating multimedia file storage from base64 encoding in databases to Google Cloud Storage. This change optimizes system performance and security, specifically for multimedia chat features (Web Chat, WhatsApp, and Telegram).

Changes implemented

• Migration to Google Cloud Storage: Media files are no longer stored in databases using base64 encoding. Instead, lightweight URLs pointing to files stored in Google Cloud Storage are used.
• API Performance Improvements: Using lightweight URLs instead of heavy text strings significantly improves API performance for Web Chat and WhatsApp.
• Security Layers: Multiple layers of security have been implemented to protect stored files, including listing locks, secure file handling, access policies, encryption, and lifecycle management.

Benefits

✅ Storage Efficiency: Migrating to Google Cloud Storage optimizes storage space usage and improves efficiency in media file management.
✅ Performance Improvement: Using lightweight URLs reduces the load on the API, resulting in faster and more efficient chat interactions.
✅ Enhanced Security: Multiple layers of security ensure files are protected from unauthorized access and vulnerabilities.
✅ Scalability: Google Cloud Storage provides a scalable solution that can adapt to growing storage and performance needs.