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, customer ID or phone number.

lAnswer (Solution / Recommendation)

1. Access wolkvox Manager and enter the ' Data Monitor' section (using the left side menu).
2. Select the 'Monitor' tab .
3. Specify a date range using the 'Start Date' and 'End Date' fields . Note: You can only select dates within the same month.
4. In the 'Search by' field , select one of the following criteria:
   • 'Agent ID' to search by the agent's extension number.
   • 'Client ID' to search by the client's identification number.
   • 'Phone Number' to search by the phone number associated with the call.
5. In the 'Value' field , enter the value corresponding to the selected criterion. For more flexibility, you can use wildcards ("%"):
   • Type "%" at the beginning to search for values that end with the entered characters (example: "%777").
   • Type "%" at the end to search for values that start with the characters entered (example: "777%").
   • Type "%" at the beginning and end to search for values that contain the entered characters in any position (example: "%777%").
6. Click the 'Search' button to start your search.

Once the search is complete, the results will appear in a table with detailed information such as:

• Conn ID : Caller ID.
• Agent : Name and extension of the agent.
• Telephone : Telephone number.
• Interaction Type : Type of call (example: inbound, outbound).
• Duration : Total time of the call in seconds.

Use the right-click options on records to listen to recordings, copy specific information, or export data.