Previewing audio and video files in wolkvox Storage

It's now possible to preview audio and video files stored in wolkvox Storage without having to download them. This new feature optimizes the user experience by allowing you to quickly review the content of audio or video files directly from the platform.

When double-clicking on a file in wolkvox Storage, the system displays the message:
"Performing file conversion, this process may take a moment."
After a brief moment, a modal preview window opens automatically, with the controls needed to play the content based on the file type.

Benefits

• Greater operational efficiency: Save time by avoiding unnecessary downloads when you only want to review the contents of a file.
• Optimized user experience: Provides a more agile and convenient way to inspect multimedia files from the same interface.
• Resource Optimization: Reduces bandwidth consumption by avoiding multiple downloads, especially for large files.
• Versatility for agents and supervisors: Useful for monitoring, verification, and quality control tasks on call recordings or videos uploaded to the system.

New user permission “Audio upload”

A new permission has been added to the user profile settings in Wolkvox Manager called "Audio Upload." This permission allows you to enable or restrict access to the "Upload Files" button, visible in the top right corner of the Wolkvox Manager interface. Enabling it will allow the user to open the audio upload window to upload, record, or publish audio files in supported formats.

Benefits

• Greater control over file upload permissions within the system.
• Optimizes security and compliance by limiting access to sensitive features based on a user's profile.
• Facilitates audio management within the wolkvox ecosystem, optimizing workflows.
• Reinforces the customization of the work environment according to operational roles.

To activate this permission, follow this path:

1. Click the gear icon in the top right corner of wolkvox Manager.
2. Go to the “Users and Profiles” tab.
3. Go to the “Profiles” tab.
4. Select the profile you want to edit or create a new one.
5. In the "Advanced Modules" section, activate the "Audio Loading" checkbutton.
6. Save changes.

Once active, users with that profile can click the “Upload Files” button in the top menu to access the pop-up window with the following options:

• Upload audio: to upload a file from your computer.
• Record Audio: To record a message in real time.
• Upload Public File (Wolkvox Storage): To store files in the cloud.

New user permission “Export monitor audio”

A new "Export Audio Monitor" permission has been added to the Wolkvox Manager user profile settings. This permission allows users to view and use the "Export Audio" option in the context menu (right-click) within the "Monitor" tab, located in the "Data Monitor" section of the left-hand side menu. This option is only enabled if the user has this permission active within the assigned profile.

Benefits

• Centralized audio management: Facilitates bulk audio downloads for auditing, backup, or quality analysis.
• Time-saving: Allows you to export multiple recordings in a single action, avoiding individual downloads.
• Greater access control: Only profiles with this permission active will be able to export, optimizing operational security.
• Format versatility: Audio files can be exported in any format, adapting to different technical or archival uses.

Once a user with this permission performs a call search (by date, agent, among other filters), they can right-click on the results and select "Export Audio." This feature allows them to export all audio files corresponding to the found calls, generating a compressed .TAR file with the audio in GSM, WAV, or MP3 format, depending on the selected preference.

New user permission “Usage”

The new "Usage" permission has been implemented within the profile configuration section of wolkvox Manager. This permission allows you to enable or restrict access to the "Usage" button located in the left-hand menu of wolkvox Manager. Enabling it will allow users to view a detailed graph of the daily usage of contracted services on the wolkvox platform, segmented by calendar day. The report includes each service used, its description, and the associated cost, providing a clear view of the cumulative operating expenses.

Benefits

• Detailed financial control: Allows you to view the daily consumption of each wolkvox service, facilitating better management of the operating budget.
• Usage audit: Helps identify which services generate the most expenditure and evaluate whether they are being used efficiently.
• Data-driven decision-making: The report's detailed information enables strategic decisions regarding the use and optimization of technological resources in operations.
• Customized profile management: Using the “Usage” permission, administrators can define who can access the billing report, maintaining control over the display of sensitive data.

This report is essential for administrative management, as it allows for usage audits, budget tracking, and cost control for services such as licenses, connectors, recordings, artificial intelligence services, storage, and more.

New variables in the “Get predictive variables” component in wolkvox Studio

In wolkvox Studio, two new variables have been added to the "Get Predictive Variables" component, exclusively for Voice Routing Points (IVR). This component allows you to capture customer data from a predictive campaign, facilitating the customization of IVR flows based on information obtained from the campaign database.

The new variables added are:

• $amdwords: Indicates the number of audio fragments detected as "word-like" during the first few seconds of the call. The value ranges from 0 to 10 and is useful for inferring whether the person answering is a human or a machine.
• $amdhit: Reports whether the detected audio pattern matches a pattern trained by the Answering Machine Detection (AMD) system. Returns "yes" if there is a match, or "no" otherwise.

Both variables provide complementary alternatives to the classic $amd variable (which returns "HUMAN" or "MACHINE"), allowing greater flexibility for customized decisions within the flow, depending on the predictive marking strategy of each operation.

Benefits

• Greater accuracy in answering machine detection: With new variables, you can establish more robust logic to distinguish between humans and machines, increasing operational efficiency.
• Intelligent workflow automation: Variables allow for branching within the IVR based on the number of words detected or matches to trained patterns, automating responses without human intervention.
• Predictive campaign optimization: By enriching decision-making conditions in the workflow, agents' time is optimized and inefficient contact attempts are minimized.
• Easy integration: New variables are automatically available when you configure the component, without the need for additional development or campaign changes.

Possibility to delete campaign records with alphanumeric ID via API

The "8. Delete Record" API in the Campaigns API group in wolkvox has been updated to allow deleting records from campaigns. Previously, this API only allowed deleting records with a purely numeric customer_id. Records with alphanumeric identifiers can now also be deleted, expanding its compatibility with various data structures used by campaigns.

This new feature allows you to use values like "customer_id": "100000adsds000,2000ddas00000,30dsad0000000", whereas previously only values like "100000000,200000000,300000000" were valid.

Deleting a record not only removes it from the active campaign, but also from the contact attempt history in reports, as long as the record has not been successfully contacted. That is, records with RESULT = "ANSWER" will not be removed from reports.

Important: This action is irreversible. Once a record is deleted using this API, it is not possible to undo the deletion or its effect on reports.

To view the official API documentation [ click here ].

You can also view the API documentation in the Postman public collection by clicking [ here ].

Benefits

• Greater flexibility: Allows you to work with a wide variety of data structures that use alphanumeric identifiers, which are very common in integrations with CRMs or external systems.
• Better control over historical data: Allows you to purge uncontacted information and keep reports cleaner and more relevant.
• Support for custom systems: Optimizes integration with platforms that generate mixed IDs by not being restricted to numbers.
• Secure and accurate automation: Increases automated control capabilities without the need for pre-manual filtering to validate ID types.