Automatic Network Disconnection Alert in wolkvox Agent (Desktop Version)

A new alert system has been incorporated to detect and automatically notify when an agent using the desktop version of wolkvox Agent experiences multiple physical disconnections of the network cable during their shift.

When the system identifies more than 5 disconnections, an email notification is immediately sent to the super administrator or the configured emails to receive alerts. Additionally, the event is recorded in the wolkvox Manager Audit Log for later review.

This functionality was developed to strengthen the technical monitoring of agents, prevent recurring connection issues, and allow timely actions by IT or the operations department.

Benefits

• Immediate visibility of critical network failures: Administrators receive an automatic email as soon as the system detects recurring disconnections.
• Prevention of operational impacts: Prevents connection issues from going unnoticed, especially in scenarios where they affect customer service or performance metrics.
• Auditable evidence: Each event is recorded in the audit log, allowing traceability and follow-up by supervisors or IT.
• Configurable threshold: Although the default value is 5 disconnections, this parameter can be adjusted according to the technical needs of the operation.
• Focused on the appropriate environment: Specifically designed for the desktop application, where real disconnections of the network cable can be monitored.

How Does the Alert Work?

• The agent uses the desktop version of wolkvox Agent.
• The system monitors the physical status of the network connection.
• When more than 5 network cable disconnections are detected, the alert is triggered.
• An email is automatically sent to the super administrator or the configured emails.
• The event is stored in the Audit Log within wolkvox Manager.

How Is the Alert Displayed?

The administrator receives an email with a message similar to this: "Hello!, the system detected that Agent [Agent Name] has recorded 5 physical network cable disconnections during the current monitoring period; please review whether this is normal agent practice or if a network/hardware issue requires attention, and escalate to IT if necessary."

The email includes data such as:

• Agent name
• Agent ID
• Number of disconnections detected
• Suggestions for reviewing the case

AMD Improvement Package in wolkvox Manager

A set of optimizations has been implemented to improve the performance, accuracy, and analytical capabilities of the modules associated with the dialing ecosystem and voice analysis in wolkvox Manager.

These improvements directly impact Speech Analytics, Virtual Agent (VAgent), Answering Machine Detection (AMD), and overall call processing, enabling faster, more reliable operations with the ability to make decisions based on new technical indicators.

Additionally, new variables have been incorporated, available from the "Get Predictive Variables" component in wolkvox Studio. These variables enrich decision-making within predictive campaign flows thanks to more detailed metadata and advanced audio signals for answering machine detection.

Benefits

• Greater Precision in AMD (Answering Machine Detection): Thanks to new analytical variables that improve the ability to distinguish between humans and machines.
• Increased Response Speed of Virtual Agent (VAgent): Optimization in internal processes that reduces wait times and improves the fluidity of automated campaigns.
• More Powerful Speech Analytics: Now allows filtering by phone number, facilitating specific analyses of particular interactions.
• Faster Analytical Processing in VOC (Voice of Customer): Improvement in percentage calculations and reduction in load times.
• Higher Contactability: Thanks to a more efficient scheme for detecting answering machines and audio patterns.
• Better Experience for Supervisors and Clients: More precise reports, more stable execution, and greater technical visibility of calls.

New Variables Available in Predictive Campaigns

These variables are enabled through the "Get Predictive Variables" component, which is only available in Voice routing points within the "Predictive" group.

Once placed in the flow, all variables become available for subsequent components of the same routing point.

New variables included:

• $amdwords: Number of word-like segments detected (0–10). Used to improve AMD decision-making.
• $amdhit: Indicates if the audio matches a trained pattern: "YES" or "NO".
• $operator: Name of the mobile operator or device manufacturer (CLARO, VODAFONE, IPHONE, etc.).

These variables allow designing advanced flows, for example:

• Redirect calls based on the operator.
• Decide whether to continue or end a call based on the probability of an answering machine.
• Activate custom logic depending on audio patterns.

Additional Improvements Automatically Available in Manager

These optimizations do not require configuration and are already active in the production environment:

• Speech Analytics: Filter by phone number.
• VAgent: Improved speed and response times.
• VOC: Greater precision in percentages and processing times.

Native Integration with Microsoft 365 for Corporate Email Management in wolkvox Manager

A new official integration with Microsoft 365, based on the secure architecture of Microsoft Graph API, has been incorporated into wolkvox Manager.

This functionality allows connecting corporate Exchange Online accounts directly with the platform, enabling agents to receive, respond, draft, and manage emails from wolkvox Agent without relying on protocols such as SMTP/IMAP or intermediary services.

Authentication is performed through a Microsoft popup window, ensuring compliance with modern security standards (OAuth 2.0).

Once configured, routing, inboxes, and operational permissions are fully centralized within the wolkvox ecosystem.

Benefits

• Enhanced Security: 
  • The connection uses Microsoft Graph API with OAuth 2.0 authentication.
  • Avoids the use of legacy protocols exposed to vulnerabilities (SMTP, IMAP).
  • Passwords are not stored in wolkvox.
• Unified Corporate Email Management: 
  • Agents can handle emails from wolkvox Agent without opening Outlook.
  • Full control of routing and service flows is maintained.
• More Efficient Operation: 
  • Reduces operational times by not depending on external applications.
  • Allows configuring functions such as adding/removing recipients and drafting new emails according to internal policies.
• Simple Administration: 
  • Guided and assisted authentication from wolkvox Manager.
  • Centralized configuration per connector: name, email, routing, permissions, and tokens.

Configuration

1. In wolkvox Manager, click on the "Configuration" icon (top right).
2. Go to the "Omni Channel" tab.
3. Select the "e-mail" channel.
4. Click on "ADD".

Select "Microsoft 365".

5. A message will appear indicating that a window will open for authentication with Microsoft.
6. A Microsoft 365 login popup window will automatically open.
   • Log in with the corresponding corporate account.
   • Once permissions are approved, the platform will automatically return to wolkvox Manager showing the message: "Authentication with Microsoft completed successfully."
   • This generates the necessary tokens (Access Token and Refresh Token) for continuous communication with Microsoft Graph.

After authenticating:

• Define a Name to identify the connector.
• Verify the connected Incoming Email.
• Select the Routing to execute when an email interaction arrives through this email.

Configure permissions:

• Add/Remove recipients.
• Draft new emails.
• Save the changes.
• The message "Microsoft account saved successfully" will be displayed.

Agent Visualization in wolkvox Agent

Once configured:

• The agent logs into the email section from wolkvox Agent. There they can:
  • View inboxes.
  • Select sender (linked Microsoft account).
  • Reply, draft, attach files, and use templates.
• All traffic and responses are audited within wolkvox Manager.

This integration eliminates the need to switch between external platforms, keeping all operations and traceability within wolkvox.

Buttons with URL in Web Chat Widget Configurable from wolkvox Manager

Now, wolkvox Web Chat Widgets allow sending interactive messages with buttons that redirect to a URL, fully configurable from wolkvox Manager using the Reply Chat component in wolkvox Studio.

This functionality enables guiding users to external resources—such as forms, informational pages, documents, or catalogs—with a single click, improving the conversational flow and reducing friction in self-service or digital assistance processes.

The buttons work exclusively within the wolkvox Web Chat Widget embedded on any site, without the need for external templates, approvals, or additional integrations.

Benefits

• Interactive experiences without complexity: 
  • Allows enriching the conversation with clickable elements that open external links in a new browser tab without relying on additional APIs or templates.
• Full control from wolkvox Manager: 
  • Configuration is done directly in the response component of the conversational flow, using a small, easy-to-implement JSON block.
• Immediate and flexible use: 
  • Does not require approval processes like WhatsApp; simply save the flow for the button to be available.
• Efficient user guidance: 
  • Optimizes self-service by directing users to critical paths:
    • Registration forms or PQRS
    • Support documents
    • Campaign landing pages
    • Shopping carts or catalogs
    • Transactional portals
• Clean and native interface in the widget: 
  • The customer sees a styled button with the web chat's own design, ensuring consistency and professionalism.

Configuration

Select the Chat-type routing point associated with your Web Chat widget. Open the configuration window of the "Reply Chat" component in your flow. Then: 

1. In the right section, choose the "Advanced" tab.
2. Within the advanced text box, load the "button url (chat web)" template.
3. Modify the code as follows:
   1. type: defines that it is a special URL button for web chat. Its value "button_url_web" should not be changed.
   2. display_text: visible text on the button.
   3. url: destination to which the user will be redirected.
4. Click "Save" to activate the configuration in your flow.

Visualization in the Web Chat Widget

When a user interacts with your widget:

• They will receive the bot's message along with the button.
• The button will appear styled as a clearly distinguishable interactive element.
• When clicked, a new browser tab will open with the URL you have configured.

This behavior is immediate and does not require site reloads or special permissions.