Alert notifications in wolkvox Manager

The alert system configuration in Wolkvox Manager has been updated to improve the notification experience. Previously, alerts were displayed via "Windows" notifications (operating system pop-ups). With this update, the "Windows" checkbox has been replaced with "Manager." This means that alert notifications will now be displayed directly within the Wolkvox Manager application.

The Wolkvox Manager alert system operates as a comprehensive monitoring mechanism that constantly oversees operations through a cron job that runs every minute. It evaluates multiple critical aspects, including the time agents spend in specific states such as ACW, AUX, and Talk, activating within the configured time, and reviewing and sending notifications (with a maximum of 10, 20, or 30 minutes allowed). Service levels are measured using the S10, S20, and S30 indicators, which represent the percentage of calls answered within 10, 20, and 30 seconds, respectively. The system uses three notification channels: notifications within Wolkvox Manager (previously Windows pop-ups), emails with a minimum 15-minute interval between alerts of the same type, and SMS messages reserved for critical alerts with a 30-minute interval between dispatches. Each alert type is color-coded (red for critical, yellow for warnings, and green for resolutions) and is managed independently to avoid saturation.

The configuration of these alerts is found in the path: "Dashboard" button in the left side menu → "Agents" tab → "Day Agents" tab → Right click on the space within the "Day Agents" tab → Select the "Alerts" option.

Benefits

• Greater Integration: Alerts are displayed directly within the Wolkvox Manager interface, providing a more cohesive user experience and reducing reliance on operating system notifications.
• Centralized Visibility: Users can manage and view important alerts without leaving the application, improving focus and workflow.
• Efficient Management: In-app notifications can be easier to manage and track within the software itself.

New response code for queries without results in query APIs

The behavior of query-type APIs (usually the GET method) in wolkvox Manager has been updated. Previously, when no records were found for the queried date range, the API returned a 404 response code with the message "Validate Dates Entered." Starting with this version, instead of a 404 error, the API will respond with a 200 code and the message "0 records were found."

This change applies to all APIs that perform data query and retrieval operations, such as reports or date searches.

Benefits

• Greater semantic clarity: The 200 code correctly indicates that the request was processed successfully, even if there is no data to return.
• Better integration with external systems: Developers will be able to more easily handle deadlocks without having to treat them as errors.
• Reduction of false positives in error monitoring: Queries that were actually valid but found no records will no longer be reported as failed.
• Consistency in validation logic: Allows for unifying response processing across applications and analysis tools that consume the API.