Symptom/Need The agent sees a red number on the phone icon within the wolkvox Agent web application (Agentbox Web), but calls are not assigned.

Context / Scenarios The red number on the icon indicates that there are pending calls in the queue. However, even though there are agents available (Ready) and assigned to the corresponding skill, the calls are not assigned.

Solution / Recommendation To determine the cause of the unassigned calls, follow these steps:

1. Check Agentbox Web version
   Make sure the app is updated to the latest version available.
2. Review the TCP Delay Integral
   • Confirm the operation parameters with the following URL:

Example: wv server: 0001

Operation: client-sac
https://wv0001.wolkvox.com/ipdialbox/latencia.php?id=cliente-sac

• The parameters must comply with:
  • Network rejection below 1%
  • Latency less than 500 milliseconds

3. Identifying alarms in connectivity
   If the TCP Delay check shows alarms, it may indicate connectivity issues that affect call routing.
4. Client-side review
   • Agents and your support team need to check your network connection.
   • You can refer to the "Wolkvox Technical Requirements" document to ensure stability in the parameters.
5. Validation from Wolkvox side
   • You can check if there is "call rejection" on the servers due to unstable parameters.
   • If confirmed, the customer is notified for correction.
6. Review of new logic features
   • If no technical problems are detected, a joint review is carried out between Wolkvox and the client to identify possible logical causes of the inconvenience.