Introduction

In wolkvox Manager, a service is a label that helps identify and classify attention priorities within the routing point flows designed in wolkvox Studio.

Its purpose is to help administrators or flow designers understand why certain contacts are prioritized over others, without affecting reports or operational statistics.

For example, if a company wants to serve senior customers faster, it could create a service called “SAC SENIOR” and assign it to a high-priority flow. This way, anyone reviewing the flow will know that this traffic receives special treatment without altering internal metrics.

Services are mainly used within the “Transfer to a skill” component in wolkvox Studio, available in routing points of type Voice (IVR), ChatBot, and Interaction Routing.

Create and Manage Services

1. In the left-hand menu of wolkvox Manager, click the Agents & skills icon.
2. Then, select the “Services” tab at the top.
3. Click the “Create Service” button.
4. A window will open with two main fields:
   1. Service Name: enter the name that identifies the label (e.g., SAC SENIOR or VIP CLIENT).
   2. Service Description: add a brief explanation about the purpose of the service or the type of traffic it prioritizes.
   3. Finally, click “Create Service” to save the record.

The new service will appear in the services table. From this list you can:

• Edit a service: right-click on the record and select “Edit Service” to modify its information.
• Delete services: there is no delete button. If you no longer need it, it is recommended to leave it inactive or unassigned within the flows.

Use the Service in wolkvox Studio

Once created, the service can be selected within the “Transfer to a skill” component in any compatible routing point (Voice, ChatBot, or Interaction Routing). There, you can assign it to a specific flow to visually document the reason for prioritizing or classifying calls, chats, or interactions.

Your new service will be available as a descriptive label to organize, identify, and prioritize traffic types in wolkvox Studio, helping maintain clearer, well-documented flows aligned with your operation’s service policies.