Symptom or Need

When generating, downloading, and opening an exported report from Wolkvox CRM, you may find that some columns or fields in the downloaded file appear completely empty or do not display the expected information. Therefore, you need to know why the data is not displayed in the report and consult the complete information associated with the affected cases without losing traceability.

Context or Scenarios

This behavior occurs under specific operational scenarios related to the capture and integration of data between external web platforms and the CRM.

The most common scenario occurs when supervisors or administrators export bulk reports and find unfilled cells in cases originating from external forms.

Answer / Solution

To confirm the cause, it is necessary to validate whether the problem originates from the data sent, by reviewing the structure of the request during integration, since the appearance of empty fields in the report may not be due to a CRM system failure, but to the structure of the request sent during data integration.

Explanation of the Technical Flow via API

• Origin in Web Form: The affected cases are created by end users through a form published on a web page.
• API Request Structure: When sending data to the CRM via the API, fields that were not defined or filled out in the web form are not included in the API message body.
• Expected CRM Behavior: Because the API does not transmit values for these attributes, the CRM records these fields as null or empty. When exporting the bulk report, the system accurately reflects the information received from the original source.

Step-by-Step Guide for Case Consultation

To access and view detailed information for specific records that have empty fields in the general report, you must use the advanced filtering option available in Wolkvox CRM:

1. Access the reports module in Wolkvox CRM.
2. Go to the filters section and select the Advanced Filter option.
3. Explicitly enter the numbers or identifiers of the specific cases you need to analyze.
4. Run the query to filter the selected records.
5. Verify and export the filtered information to obtain the data corresponding only to those cases.

Recommendations

To optimize data management and prevent doubts in the interpretation of exported reports, the following best practices are suggested:

• Web Form Validation: Review the required and optional fields in the source web form to ensure that the API captures all critical information from the moment of registration.
• Preferential Use of Advanced Filters: Train the team in the use of advanced filters for the extraction of specific cases instead of relying solely on unfiltered bulk downloads.
• Official Guides: Consult the Help Center guides on applying advanced filters and generating reports on the CRM platform: https://helpcenter.wolkvox.com/wvx-crm/como-aplicar-filtros-avanzados-y-descargar-registros-en-wolkvox-crm and https://helpcenter.wolkvox.com/wvx-crm/como-puedo-generar-un-reporte-en-el-crm .