wolkvox Knowledge Base

How to assign skills to an agent in wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to assign or modify an agent's skills so that they can manage interactions according to their profile and knowledge. Context / Scenarios A new agent has been created and requires skills to handle calls, chats or other channels. An agent has changed roles and needs to update their skills. A supervisor wants to assign specific

How to manage campaigns with predictive and progressive dialing?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need Set up and manage auto-dialing campaigns to optimize customer engagement. Context / Scenarios Predictive and progressive campaigns allow calls to be made automatically, adjusting speed and strategy according to operational needs. They are ideal for optimizing dialing times and increasing team efficiency. Answer (Solution/Recommendatio

¿Cómo exportar el listado de agentes en formato HTML en wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Síntoma / Necesidad Necesitas obtener un listado de los agentes registrados en wolkvox Manager en un archivo con formato HTML para su consulta o análisis externo. Contexto / Escenarios Requieres visualizar la información de los agentes en un formato estructurado fuera de wolkvox Manager. Necesitas compartir la lista de agentes con otros equipos sin

How to allow an agent to connect from a specific IP?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to authorize an agent to connect to wolkvox Agent from a different IP than the general operation's IP, for example, when working remotely or at a different location. Context / Scenarios An agent will be working from home or another location and needs access to wolkvox Agent without being limited to the main IP of the operatio

¿Cómo copiar la contraseña de un agente en wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Síntoma / Necesidad Necesitas copiar la contraseña de un agente para compartirla con el usuario o usarla en la configuración de su acceso. Contexto / Escenarios Un agente olvidó su contraseña y requiere que se la compartas nuevamente. Estás configurando el acceso de un nuevo agente y necesitas proporcionarle su contraseña. Quieres validar o recupera

How to create a new agent in wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to add a new agent type user in wolkvox Manager so that he can operate within the platform. Context / Scenarios In wolkvox Manager, agents are the users who answer calls and chats within the operation. In order for an agent to be able to log in and manage interactions, they must be created in the Agents tab, within the Agents

How to edit an agent's information in wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to update or modify an agent's information in wolkvox Manager, such as their name, password, ID number, voicemail, audio quality, or allowed IP. Context / Scenarios In the Agents tab, within the Agents & Skills section, the data of agent-type users is managed. After creating an agent, it is necessary to complete their inf

¿Por qué no puedo eliminar un agente en wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Síntoma / Necesidad Intentas eliminar un agente en wolkvox Manager, pero no encuentras la opción para hacerlo o el sistema no permite la eliminación. Contexto / Escenarios Necesitas dar de baja a un agente que ya no forma parte del equipo. Intentaste eliminar un agente desde la pestaña Agentes en Agentes & Skills, pero no encuentras la opción. B

Cómo activar Turbo Dial

Published February 24th, 2025 by daniel.gonzalez

Síntoma / Necesidad Optimizar la eficiencia de las llamadas en una campaña, evitando contactar números que probablemente generen un resultado negativo y acelerando el proceso de marcación. Contexto / Escenarios Deseas aumentar la velocidad de marcación en campañas de alto volumen. Buscas reducir el tiempo y los recursos utilizados en números que no

¿Cómo desasignar skills a un agente en wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Síntoma / Necesidad Necesitas quitar uno o varios skills asignados a un agente para que deje de recibir interacciones relacionadas con esos skills. Contexto / Escenarios Un agente ha cambiado de funciones y ya no necesita ciertos skills. Se requiere reorganizar la distribución de skills dentro del equipo. Un agente ha sido reasignado a otro departam

Cómo configurar el AMD (Detección de Máquinas Contestadoras)?

Published February 24th, 2025 by daniel.gonzalez

Título: Cómo configurar el AMD (Detección de Máquinas Contestadoras) Síntoma / Necesidad Optimizar el rendimiento de las operaciones al evitar llamadas contestadas por máquinas. Contexto / Escenarios La tecnología AMD (Answer Machine Detection) identifica automáticamente si una llamada es contestada por una máquina o un buzón de voz, lo que permite

Como Acceder a wolkvox agente? (https://agentbox.wolkvox.com/)

Published February 24th, 2025 by daniel.gonzalez

Necesidad Aprender a acceder al wolkvox Agente (AgentBox) de manera simple e identificar y resolver problemas comunes de acceso. Requisitos Navegador compatible : Utiliza Google Chrome o Mozilla Firefox en su versión más reciente. Datos de acceso : URL del sistema: ( https://agentbox.wolkvox.com/ ). Nombre de operación o módulo. Usuario y contraseña

Cómo exportar el listado de la base de datos de una campaña?

Published February 24th, 2025 by daniel.gonzalez

Síntoma / Necesidad Necesitas descargar el listado de datos almacenado en la base de datos de tu campaña para respaldar la información, realizar análisis o reutilizarla como plantilla para nuevas cargas. Contexto / Escenarios En el panel de administración de campañas, tienes la opción de exportar los datos de la base de datos generados durante todo

How to allow an agent to join or leave the call and chat queue?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to enable or disable the option so that an agent can manually activate or deactivate themselves from the call and chat queue in wolkvox Agent. Context / Scenarios Control needs to be given to the agent so that they can manage their availability in the interaction queue. The operation needs to restrict this option so th

Cómo crear una campaña?

Published February 24th, 2025 by daniel.gonzalez

Necesidad Necesitas configurar una nueva campaña para gestionar llamadas de manera eficiente y asignar agentes para atenderlas según el tipo de marcación requerida. Contexto / Escenarios Requieres una campaña para gestionar contactos con diferentes configuraciones de horarios y tipos de marcación. Buscas optimizar la asignación de agentes y permi

How to enable or disable an agent in wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to activate or deactivate an agent in wolkvox Manager to allow or restrict their access to the platform. Context / Scenarios A new agent has been created, but they should not log in yet until their training is complete. It is required to temporarily disable an agent without removing it from the system. An agent that was disab

How to change an agent's password?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to update or reset an agent's password so they can access the wolkvox Agent application. Context / Scenarios In the Agents tab, within the Agents & Skills section, agent type users are managed. It may be necessary to change the password in the following cases: The agent forgot his password and cannot log in to wolkvox Age

Cómo configurar la grabación extendida en una campaña?

Published February 24th, 2025 by daniel.gonzalez

Título: Cómo configurar la grabación extendida en una campaña Síntoma / Necesidad Habilitar la grabación de las interacciones previas a la conexión con el agente para analizar el desempeño de herramientas como el AMD y diagnosticar una falla. Contexto / Escenarios La grabación extendida permite capturar lo que sucede antes de que una llamada sea con

What happens if an agent does not use their account for more than six months?

Published February 24th, 2025 by daniel.gonzalez

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

How to change an agent's skill level in wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to adjust an agent's skill expertise level to modify the priority with which they receive interactions assigned to that skill. Context / Scenarios An agent has gained more experience in a skill and should receive interactions with higher priority. Reducing the priority of an agent in a skill is required to balance the distrib

Basic recommendations for connecting to Wolkvox.

Published February 24th, 2025 by daniel.gonzalez

Need Create a suitable working environment to use Wolkvox Agent (AgentBox) or Wolkvox Manager efficiently and ensure an optimal experience when interacting with the applications. Requirements Web browser: Use Google Chrome or Mozilla Firefox in its latest version. Permissions: Enable the necessary permissions for devices such as microphone and web

How to set up call forwarding (Followagent) for an agent?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need calls to be automatically forwarded to another number when an agent is unavailable or unable to answer the call. Context / Scenarios Call forwarding, known as Followagent, is useful in the following cases: The agent works remotely and needs to receive calls on his mobile phone or another extension. Service continuity must be

How to add and configure additional (optional) fields in the campaign database?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need Customize and expand the information in a campaign database by adding additional fields to suit the specific needs of the operation. Context / Scenarios You need to include additional information in your campaigns, such as specific customer data or additional references. You want to organize information so that agents have access to r

How to upload a list of clients to the predictive or progressive campaign

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to upload a list of customers into the database of a predictive or progressive campaign, ensuring that the file meets the requirements for correct integration. Context / Scenarios In predictive and progressive campaigns, it is essential to maintain a specific order in the data to ensure that the system correctly recognizes ea

¿Cómo asignar un buzón de voz a un agente?

Published February 24th, 2025 by daniel.gonzalez

¿Cómo asignar un buzón de voz a un agente? Síntoma / Necesidad Necesitas configurar un buzón de voz para un agente con el fin de que pueda recibir mensajes cuando no esté disponible para atender llamadas. Contexto / Escenarios En la pestaña Agentes, dentro de la sección Agentes & Skills, se administran los usuarios de tipo agente. Asignar un buz

How to change an agent's audio quality?

Published February 24th, 2025 by daniel.gonzalez

Symptom / Need You need to adjust the audio quality with which an agent makes and receives calls in wolkvox Agent (desktop version) to improve the communication experience or reduce bandwidth consumption. Context / Scenarios Some agents experience communication issues due to limited internet connectivity and require optimized audio quality. The aim

¿Cuántos agentes puedo crear en wolkvox Manager?

Published February 24th, 2025 by daniel.gonzalez

Síntoma / Necesidad Necesitas conocer el límite de agentes que puedes crear en wolkvox Manager según la capacidad contratada. Contexto / Escenarios Estás configurando nuevos agentes en la plataforma y quieres saber si hay un límite. Al intentar crear un agente nuevo, el sistema no lo permite y quieres verificar si has alcanzado el tope de usuarios.