Symptom/Need:
I need to set up multiple levels of typing to better organize interactions (calls, chats or emails) within Wolkvox.

Context/Scenarios:
Typifications are codes that are assigned to interactions to classify them according to their nature or resolution.

• Calls: There is the option to configure up to two typing levels.
• Chats and interactions: Only one typing level can be configured.

Answer (Solution/Recommendation):

Setting up two levels of call typing

1. Enable second level of typing:
   • Enter the Manager and select the General Settings tab .
   • Check the “Activate second activity code” option and save the changes.
2. Setting up activity codes:
   • Go to the “Activity Codes” module in the Manager.
   • At the top, select between cod_act1 (first level) and cod_act2 (second level).
   • Add the corresponding codes in cod_act2 to define the second level.
3. Display in wolkvox Agent (Agentbox):
   • Once configured, the codes will be available for agents to assign to calls from wolkvox Agent (Agentbox).

Setting up typing in chats and interactions

For chats, emails and posts, only one typing level is parameterized ( cod_act1 ), so it is not possible to add a second level in these cases.

This way, you can properly manage interactions based on the required typing levels.