New Meta template management interface directly from wolkvox Manager

A new integrated interface has been developed in wolkvox Manager that centralizes and simplifies the management of Meta templates. This intuitive tool allows users to manage the entire lifecycle of message templates directly from the Manager, without having to leave the platform. The interface is designed to facilitate the creation, editing, viewing, and management of message templates, improving efficiency and user experience.

Benefits

• Centralized Management: The interface allows you to manage all of Meta's message templates from a single location, simplifying the process and reducing the need to switch between different platforms or tools.
• Operational Efficiency: By integrating workforce management directly into wolkvox Manager, time and resources are optimized, allowing users to focus on other important tasks.
• Ease of Use: The interface is intuitive and easy to use, making it easy to create and edit message templates without requiring advanced technical knowledge.
• Consistency and Control: Provides greater control over message templates, ensuring that all communications are consistent and meet organizational standards.

How to access this new view?

1. Navigate to the "Settings" section.
2. Navigate to the Omni Channel tab.
3. Select the WhatsApp sub-tab.
4. In the WhatsApp account list, identify the account you want to manage templates for and click the edit icon (pencil).

1. In the upper right corner of this window, click the three vertical dots (⋮) icon to display additional options.
2. From the drop-down menu, select Configure Templates.

New API to export campaign data including unmanaged records

The '15. Export Campaign Data' API, part of the "Campaigns" API group, has been implemented. It allows users to programmatically retrieve all records associated with a specific campaign (Predictive/Progressive or Preview) in wolkvox Manager. This functionality includes both managed (contacted with a result) and unmanaged records, as well as those with or without a conn_id (connection identifier).

This API ensures that the exported information is completely consistent with the data that would be obtained through the direct export option from the wolkvox Manager user interface, ensuring data integrity and reliability when integrating with other systems or for external analysis.

Read the official API documentation by clicking [ here ].

You can find the documentation in the public Postman Collections by clicking [ here ].

Benefits

• Data Extraction Automation: Allows you to automate the download of campaign logs, eliminating the need for periodic manual exports.
• Simplified integration: Facilitates the integration of campaign data with external Business Intelligence (BI), CRM, or analytics tools.
• Information consistency: Ensures that the data obtained through the API is identical to that which would be manually exported from the Manager, guaranteeing reliability.
• Complete Visibility: Provides access to all campaign records, including managed and unmanaged records, enabling comprehensive analysis of campaign performance.
• Operational efficiency: Reduces manual workload and potential errors associated with handling large volumes of data.

New API for blocking numbers under Consumer Protection Act 2300

API 24. Number Blocking for Law 2300 has been implemented, allowing phone numbers to be added to the "do not contact" list under the parameters of Law 2300 (Colombia), a consumer protection regulation available in Wolkvox Manager. Its main function is to facilitate compliance with this law by ensuring that certain numbers are not contacted or that their contact is managed according to established restrictions, even if the transaction is located in a country other than Colombia.

The API includes robust validations to ensure correct use and prevent errors. These validations ensure that the phone number is always provided, that Law 2300 is active in the system, and that the NIT (Tax Identification Number) sent in the request matches the NIT active in the law configuration. If a number has already been added previously, the API updates its status and notifies the user. It also cleans up spaces and formats phone numbers for proper processing.

Read the official API documentation by clicking [ here ].

You can find the documentation in the public Postman Collections by clicking [ here ].

Benefits

• Regulatory Compliance: Facilitates adherence to Law 2300 "Dejen de fregar" (Stop Scrubbing) (Colombia) and other similar consumer protection regulations, regardless of the geographic location of the operation.
• Efficient contact management: Allows you to programmatically add and update numbers to the do-not-contact list, automating an otherwise manual process.
• Error Reduction: Built-in validations minimize the risk of errors when adding or updating numbers.
• Data Consistency: Standardizes the format of phone numbers, ensuring consistency across the "do not contact" database.
• Improved customer experience: Blocking unwanted or repetitive contacts contributes to improved customer perception of the company.
• Regional Flexibility: Although the name of the law is specific to Colombia, its features are applicable and beneficial to operations in any country that wish to manage contacts in a similar manner.

New service level customization in the '1. Calls and Service Level per Skill/Service' and '6. Real-Time Skill Reporting' APIs

A major improvement has been implemented in the Wolkvox Manager APIs, allowing for greater flexibility in calculating service levels. Both the '1. Calls and Service Level per Skill/Service' API (from the 'Wolkvox Manager Reports' / 'Skills' group) and the '6. Real-Time Skill Report' API (from the 'Real Time' group) now include a new parameter: services_time.

This parameter allows you to define a time threshold in seconds for calculating the service level. As a result, the response from both APIs will include a dynamic field named "service_level_XXseg," where XX represents the numerical value in seconds you configured in your request. This means you can obtain customized service level metrics tailored to the specific monitoring and analysis needs of your operation, for both historical and real-time data.

Read the official API documentation '1. Calls and service level per Skill/Service' by clicking [ here ].

Read the official documentation for the '6. Real-time Skill Reporting' API by clicking [ here ].

You can find the documentation in the public Postman Collections by clicking [ here ].

Benefits

• Adaptive Monitoring: Allows you to calculate the service level for any time in seconds, giving you unprecedented flexibility to monitor the performance of your skills and agents according to your own standards.
• Granular Analysis: Facilitates more precise performance analysis, allowing you to quickly identify whether service level objectives are being met for specific time thresholds, both in the past and at the present time.
• Real-time and historical information: Apply the same customization logic to historical and real-time reports, providing a consistent and comprehensive view of service levels.
• Agile decision-making: Provides relevant and accurate data for faster and more effective decision-making, optimizing resource allocation and improving the quality of customer service.
• Custom Reports: Make it easy to create customized reports and dashboards that align exactly with your business KPIs.

How does it work?

To use the services_time parameter in the Skills Reports and Real-Time Reports APIs, you must add it to the HTTP request URL.

1. To the base URL of either of the above APIs, simply add the parameter &services_time={{time_in_seconds}}.
   • {{time_in_seconds}}: This is the numeric value in seconds that you want to use for the service level calculation.
   • Example: https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_1&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}&services_time=40
2. Once you consume the API with the services_time parameter, the JSON response will contain a new field for the custom service level:
   • The name of this field will be "service_level_XXseg", where XX will correspond to the exact value in seconds that you sent in the services_time parameter of your request.
   • For example, if you send services_time=40, the response will include a field like "service_level_40seg": "XX %".
3. Important note:
   • If the services_time parameter is set to 10, 20, or 30, the field returned in the response will be "service_level_0seg," and its value will always be "0%." This is because the APIs already provide specific fields for these times (service_level_10seg, service_level_20seg, service_level_30seg). The services_time parameter is designed for custom service level calculations and not to duplicate pre-existing values for these standard thresholds.