API for Encoding Chats in wolkvox Manager

wolkvox Manager incorporates a new API that allows encoding or tagging the results of chats from channels such as WhatsApp and web chat widgets. This facilitates external systems executing this process without relying on manual actions within the platform.

Through this integration, tools such as CRMs, bots, or internal developments can send encoding requests using three main pieces of data: the ID of the responsible agent, the chat ID, and the corresponding activity or tagging code. With this information, the system immediately registers the closure of the interaction.

This API operates using a security token configured in the administration panel, allowing access control and ensuring that only authorized systems can perform the encoding. This way, organizations can automate the operational closure of conversations and keep their external processes aligned with wolkvox traceability.

This new feature addresses scenarios where chat management does not end exclusively within the platform's interface but is part of broader business workflows involving external applications, automation, or custom logic for each operation.

Benefits

• Allows automation of encoding for WhatsApp and web chat chats without manual intervention.
• Facilitates integration with external systems such as CRMs, bots, or internal developments.
• Speeds up the closure of multiple conversations and reduces repetitive operational work.
• Helps maintain interaction information correctly recorded.
• Improves the consistency of reports and operational metrics.
• Offers greater flexibility to adapt encoding to each organization's business rules.
• Strengthens process control through security token authentication.

Link to Official Documentation

Official API Documentation: [click here]

New Preview Time Reports in wolkvox Manager

wolkvox Manager incorporates two new specialized reports to measure and audit Preview Time in Preview-type campaigns. These reports allow for the automatic recording of events from the moment the agent views the contact's details before initiating the call attempt.

This new feature is available in the Reports section, under the Agents group, with the following reports:

• 15. Detailed Preview Time Report
• 16. Grouped Preview Time Report by Agent

With this addition, the platform systematically captures events generated during the Preview phase and transforms them into operational information ready for analysis. This way, operations can more accurately determine how much time each agent spends reviewing contact information before calling, how this time is distributed compared to other management states, and its impact on the total duration of the interaction.

Additionally, this measurement allows the integration of Preview Time into a more realistic reading of the agent's effort, strengthening performance tracking and process auditing in campaigns where the agent reviews the record before manually executing the call.

Benefits

• Allows incorporation of Preview Time into the analysis of the agent's total effort.
• Helps build a more realistic AHT (Average Handling Time) by also considering the preparation time before the call attempt.
• Provides visibility into operational behavior during the Preview phase.
• Facilitates more comprehensive audits with a detailed view and another grouped by agent.
• Improves interaction traceability by relating preview time to the call made.
• Strengthens the integrity of operational records, including tracking associated with Caller ID and the times involved in each management task.

15. Detailed Preview Time Report

This report presents the details of each interaction recorded in the Preview phase.

• ID_CALL: Unique identifier of the call within the system. Allows relating the Preview record to the specific interaction.
• ID_AGENT: Numeric identifier of the agent within wolkvox.
• AGENT_NAME: Name of the agent associated with the interaction.
• TYPE_CALL: Type of call registered by the system.
  • outbound_ma: Outbound manual call. This is usually the most common value in Preview campaigns, as in this type of operation, the agent typically manually makes the call.
• DATE_PREVIEW: Date and time when the event of viewing the contact's details is registered.
• TIME_PREVIEW: Duration of the preparation or preview time before the call attempt.
• Ready: Time the agent remained in the Ready state before receiving or initiating the call.
• Talk: Time spent in conversation during the call.
• Not-Ready / ACW: Time spent by the agent in ACW or post-processing state to encode or close the call result.
• Auxiliary times: Duration in auxiliary states manually configured by the operation, such as breaks, lunch, or other customized states.
• Ring: Ringing time while waiting for the customer to answer the call.
• TOTAL_DURATION: Total duration associated with the interaction. Calculated by summing Ready + Talk + Not-Ready/ACW + Auxiliary times + Ring.
• PREVIEW_PERCENT: Percentage of Preview time compared to the total time.
  • Formula: (TIME_PREVIEW / TOTAL_DURATION) * 100

16. Grouped Preview Time Report by Agent

This report consolidates Preview information for each agent.

• ID_AGENT: Numeric identifier of the agent within wolkvox.
• AGENT_NAME: Name of the agent.
• CALLS: Number of calls or records associated with the agent in the queried period.
• TIME_PREVIEW: Total sum of the preview or preparation time in Preview for that agent.
• Ready: Accumulated time in Ready state.
• Talk: Accumulated time in conversation.
• Not-Ready / ACW: Accumulated time in ACW or post-processing state.
• Auxiliary times: Accumulated time in auxiliary states.
• Ring: Accumulated ringing time.
• TOTAL_DURATION: Total accumulated duration, calculated by summing the associated operational states.
• PREVIEW_PERCENT: Percentage of Preview time compared to the total accumulated time for the agent in the queried period.