New Statuses in the wolkvox CRM Cases Module: "On Hold" and "Solved"

The wolkvox CRM Cases module has been updated to offer more flexible and detailed management of support processes, now allowing the incorporation of two new statuses: "On Hold" and "Solved".

Until now, cases could only be classified in the statuses "Open" and "Closed". With this update, administrators can configure and manage the lifecycle of a case more precisely, differentiating between stages of operational waiting and effective resolution before final closure.

This improvement allows for more transparent control of time and traceability of each case, optimizing follow-up, auditing, and decision-making within the CRM.

Benefits

• Precise management of waiting time: The system pauses the expiration count when a case is "On Hold" and automatically resumes it when it returns to "Open".
• Better control of the support flow: The new statuses more accurately reflect the progress of the case and the stages of resolution.
• Automation of dates: When changing from "Open" to "Solved", the system automatically synchronizes the closing date and the solved date.
• Full traceability: The "minutesOnHold" field records the total time (in minutes) that the case remained "On Hold".
• Transparency and control: The historical record details each status change, including the fields closeDateFinal, onHoldMessage, and automatic date modifications.
• Mandatory documentation: When changing a case to "On Hold", it is required to register the justification for the change through an explanatory message, strengthening the traceability of operational decisions.

Configuring the New Statuses

To enable the "On Hold" and "Solved" statuses:

1. Enter the wolkvox CRM configuration menu (gear icon ⚙️ in the top right corner).
2. Select the "Customize" tab.
3. Click on "Modules and Fields".
4. Select the "Cases" module.

5. In the left sidebar menu, choose the "Default" button with the folder icon.
6. Enter the "Default" tab.
7. Select the type of case to which you want to add the new types of statuses.

9. Find the "Status" section, fill in the fields:
   1. Name: Write the name of the status (for example, On Hold or Solved).
   2. Condition: Select the corresponding value (On Hold, Solved, Closed, Open).
   3. Optionally, you can block the editing of cases when they are in a certain type of status for the desired profiles.
10. Click (+) to add the status.
11. Save the changes by clicking "Edit" at the bottom.

How the New Statuses Work

On Hold

• Suspends the countdown of the estimated closing date.
• The case does not expire while it is in this status.
• The change must be justified through a message in the "On Hold" modal window (minimum 80 characters).
• When returning to "Open", the system adds the waiting time to the original expiration.

Solved

• The closing date and the solved date are automatically recorded when changing to this status.
• It can only be activated from an "Open" case.
• The "Solved" status requires filling out the "Solution" field.

Tracking and Traceability

1. To access the change history of a case in the Cases module, enter one of them and select the "History" tab.
2. Then, click on "Change Log" to open its content.
   1. The case history records all status changes, automatic dates, and waiting times.
   2. Administrators can review this data to analyze performance, SLA compliance, and actual resolution times.

Smart Resolution Time Management

Automatic Timer Pause

The system intelligently manages the expiration time of cases through the following rules:

• Automatic pause: When a case changes to the "On Hold" status, the time counter stops automatically.
• Automatic resumption: When the case returns to the "Open" status, the counter reactivates from where it stopped.
• Accumulated time: Only the effective time during which the case was actively in process is counted.

Criteria for "On Hold" Status

A case should be placed in "On Hold" status when any of these situations occur:

Requirements to activate "On Hold":

• Critical information is missing to continue with the resolution.
• Additional documentation from the client is required.
• There is a dependency on a response or action from the requester.
• External approval or validation is needed.

Important: Only the client (the person who generated the case) can provide the missing information necessary to resume the process.

Social in the Cases Module in wolkvox CRM

The new Social functionality in the Cases module centralizes all conversations and interactions from different channels associated with the same case into a single view.

Now, service and support teams can consult the complete history of the client without changing sections, regardless of whether the conversation came through Email, WhatsApp, Facebook, Instagram, Webchat, SMS, or calls.

This improvement allows for smoother, continuous, and contextual service, as all content is unified under the same case, ensuring complete traceability.

To enable this functionality, it is only necessary to have the required fields configured in the module for each channel (for example: phone, email, or customer ID as applicable).

Benefits

• 360° view of the case: All relevant communication centralized in one space.
• Greater operational efficiency: Avoids manual searches across multiple modules or screens.
• Better context for agents: Each message, email, or interaction is available in the corresponding chronological order.
• True omnichannel service: Native integrations with multiple communication channels.
• Complete traceability: The team can quickly understand the history and evolution of the case.
• Better service quality: Continuity in the conversation avoids loss of information or duplicate responses.

Configuration

1. Click on "Configuration" (gear icon).
2. At the top, select "Customize".
3. Go to the "Modules and Fields" tab.
4. Select the "Cases" module.

In this section, you can:

• Configure the type of case.
• Enable or disable the functionality.
• Define the relationship fields for each channel (Phone, Email, Customer ID, etc.).
• Associate channels such as: Email, Facebook, Instagram, WhatsApp, Web, Calls, and SMS.

5. Select the "Social" button.
6. Select the type of case to configure.
7. Enable or disable the functionality for the selected type of case.
8. Select the communication channel to configure:
   1. Email: Requires an email-type field.
   2. Facebook: Requires an email, phone, and customer ID-type field.
   3. Instagram: Requires an email, phone, and customer ID-type field.
   4. WhatsApp: Requires a phone and customer ID-type field.
   5. Web (Web Chats): Requires an email, phone, and customer ID-type field.
   6. Calls: Requires a phone-type field.
   7. Messages: Requires a phone-type field.

9. Access the "Cases" module from the left menu.
10. Select the case you want to consult.

11. In the case header, go to the "General Social" tab.
12. In this view, the following subtabs will appear organized:
    • Email.
    • Facebook.
    • Instagram.
    • WhatsApp.
    • Web (Web Chat).
    • Calls (calls associated with the contact center).
    • SMS.
13. Each one will show the corresponding history of the channel, with messages ordered chronologically and represented similarly to their original interface.

SLA Monitoring to Optimize Case Management in wolkvox CRM

A new SLA (ANS) Monitoring functionality has been incorporated into the Cases module, allowing precise measurement of the time each case remains in each of its operational states.

This improvement offers complete traceability of the service flow, helping teams evaluate their performance, meet service level agreements, and make decisions based on real data.

The system automatically records each state transition, calculates the total duration, and presents this information clearly within the case history.

Benefits

• SLA Compliance and Control: Facilitates tracking the real time it takes to handle cases, ensuring compliance with service agreements.
• Operational Optimization: Identifies bottlenecks and stages where cases remain longer than expected.
• Transparency and Traceability: Each state change is recorded with exact date, time, and duration.
• Data-Driven Decision Making: Allows analyzing the operational behavior of the team and improving internal management.
• Centralized Visibility: All information is available directly within the case, without the need for external reports.

1. Enter the Cases module.
2. Select a case to view its detailed information.

3. Within the case, access the "History" tab.
4. The history includes:
   1. Change log (creation, assignments, modifications).
   2. Notes and activities.
   3. New: ANS Status with SLA monitoring.

5. In the "ANS Status" section, the system shows:
   • Status: Each of the states the case went through (Open, Closed, etc.).
   • Start Date: Exact moment when the state began.
   • End Date: Moment when the case left that state.
   • Total Time: Precise duration of the state.
   • Total Time Between States: Calculation of the accumulated time between all transitions.
6. How the record works:
   • The system automatically records each state change made by a user, automation, or internal process.
   • Transitions are stored chronologically in the case history.
   • No additional configuration is required if the Cases module is already enabled.