Introduction

The wolkvox Manager alert system is designed to notify supervisors and administrators about unusual behaviors, technical issues, or quality metrics that require immediate attention in operations. This article explains the meaning of each alert, why they are generated, and how to interpret them.

What Does the "Network Cable Disconnection" Alert Mean?

Alert structure:

Hello! The system has detected that Agent [Joe Doe] (ID: [10000] - OPER: [wvx-demo]) has registered 6 physical network cable disconnections during the current monitoring period. Please check if this is a normal practice for the agent or if a network/hardware issue requires attention, and escalate it to the IT department if necessary.

Description: This alert appears when an agent records more than 5 physical disconnections of the network cable. It is important to note that this is not about network intermittence; therefore, it should be evaluated whether there is a physical failure of the network card or connector, or if it is a bad practice by the agent to generate disconnections and state changes to avoid receiving calls.

Where to Find More Information? You can validate these events from the latency link: https://wv{serverXXXX}.wolkvox.com/ipdialbox/latencia.php?id={operation} (you must replace the server number and operation name variables).

Example Link: https://wv0001.wolkvox.com/ipdialbox/latencia.php?id=operacion-de-prueba.

Why Do I Receive an Alert for "Repetitive Use of Mute and Hold"?

Alert structure:

Agent Joe Doe (10000) from operation wvx-demo is misusing mute on the call with idcall: 12435.5995.1773842603.99094
Agent Joe Doe with id_agent 10000 from operation wvx-demo is repeatedly pressing the mute buttons.
Excessive use can be evidenced in the call with id_call: 12435.5995.1773842603.99094. Please review and, if necessary, retrain the agent.

Description: This alert aims to prevent the improper use of call control functions. It is generated if the agent repeatedly presses the Hold or Mute buttons more than 5 times within 5 seconds.

Consequences: Doing this causes these buttons to be deactivated for 80 seconds. If the user attempts to use them afterward, they will be disabled for the same time interval. This is done to prevent the customer from perceiving a choppy or degraded call.

Exception: This alert does not apply or activate for physical mute triggered from the headset, as it is an external peripheral.

Where to Find More Information? Information about this usage can be obtained in the historical agent report number 13.

What Does the "Agent Inactivity and Lost Calls" Alert Indicate?

Alert structure:

wolkvox did not detect activity from the following agents within the wvx-demo operation.
wolkvox did not detect activity from the following agents within the wvx-demo operation.
wolkvox did not detect activity from the following agents within the wvx-demo operation. Please check this.
Agent start date End date Missed calls
10000 - Joe Doe 2026-03-16 11:13:20 2026-03-16 11:15:20 4 calls

Description: This alert is triggered when an agent receives "N" number of calls (for example, 4) without classifying them, or when the maximum after-call work time (ACW TIMEOUT) is reached.

Common Cause: This situation usually occurs because the agent is not connected to their headset or is not at their workstation.

Impact: It can represent multiple calls in a short time interval where the customer ends up hanging up without being attended to. It is generated as an accumulation at the end of the day.

Where to Find More Information? You can validate this information in the classification report 4.

What Does the Alert About "Lack of Agent Connection During Their Usual Hours" Mean?

Alert structure:

[Warning] Validate the number of logged-in agents wvx-demo 2026/03/17/ 18:49:07
The operation/program/split wvx-demo has 1 logged-in agent; historically, it should have 4.

Description: Wolkvox constantly monitors the number of connected agents based on the historical information of your operation. If the system detects fewer connected agents than usual at that time, it sends this alert with the main objective of preventing abandonments and loss of calls.

How to Interpret the "Negative Message in Surveys" Alert?

Alert structure:

New negative message smart poll - +3001000000
Voice Message Negative Phone: +3001000000 - Customer ID: 41492617.25b
Program (wvx-demo) has received a negative voice message, Phone (+3001000000), call id (3812.1041.6005.1773676637.6452).
In the SKILL (4000 - INBOUND LINE) served by the agent (10000 - Joe Doe).
Message: Interaction summary
Sentiment: Negative
Attached you will find the audio with the message

Description: This notification occurs in operations that use voice satisfaction surveys with mailboxes. By analyzing the audio that the user records at the end of the survey, the system detects if the sentiment or message is negative. The alert is notified via email and includes the attached audio so that a timely action plan can be established with the customer.

What Actions to Take for the "Check Network Quality" Alert?

Alert structure:

We have detected that your network is rejecting 35% of the incoming invite requests made by the wolkvox solution to the 18 agents receiving inbound or predictive calls.
We attach a best practices guide that you can apply to your network to ensure the proper functioning of the voice service you have with ipdialbox.
https://www.voip-info.org/nat-and-voip/
Agents to Review:
10000- Joe Doe - 63%
10001- Dan Rio - 30%

Description: This alert notifies serious network issues, specifically a high rate of "Network Rejection" (network rejection), which directly affects the delivery of calls to advisors. This percentage is calculated based on failed call delivery attempts.

Impact: It generates call abandonment and severely affects agent productivity.

Required Action: It implies an urgent review of local network conditions and the performance of the listed agents' workstations.

Where to Find More Information? Detailed latency statistics can be consulted through the following link (adjusting your variables): https://wv{serverXXXX}.wolkvox.com/ipdialbox/latencia.php?id={operation} (Example: https://wv0001.wolkvox.com/ipdialbox/latencia.php?id=operacion-de-prueba). You can also consult it via the Postman API at this link: [Click here].