Renaming the “CHARACTERS” column to “CREDITS” in the 8. CDR TTS report of Diagram Reports

An update has been made to the "8. CDR TTS" report in the "Diagram Reports" report group in Wolkvox Manager. This update consists of renaming the "CHARACTERS" column to "CREDITS." This change is intended to more accurately reflect that the value displayed corresponds to the credits consumed by using the Wolkvox Studio TTS (Text-to-Speech) component, rather than the number of characters analyzed.

Benefits

• Improved Clarity: This change improves the clarity of the report, avoiding misinterpretation by the client.
• Billing Alignment: Aligns report data with the actual billing logic of the Wolkvox Studio TTS component, providing a more accurate and useful view of associated costs.

New “Agent Productivity” report from the “Interactions and Chats” report group

The "16. Agent Productivity" report has been created with an exclusive focus on the chat channel. It is available in the "Interactions and Chats" tab within the Wolkvox Manager reporting module. This report allows for detailed measurement of individual agent performance on the chat channel, using only chat-specific interaction metrics. This provides precise visibility into agent performance on this channel, allowing for evaluation of response, service, and closing times without mixing data from other channels such as voice or email, thus improving operational decision-making and customer experience strategies.

This report also has an API. To read the official documentation, click here .

To go to the Postman public collection [ click here ].

Benefits

• Accurate Visibility: Provides clear and specific insight into agent performance in the chat channel.
• Specific Metrics: Allows you to evaluate key metrics such as response, service, and closing times, without interference from other channels.
• Informed Decision-Making: Improves the ability to make operational decisions based on concrete, chat-channel-specific data.
• Strategy Optimization: Facilitates the implementation of effective strategies to improve the customer experience in the chat channel.

The columns that can be displayed in this report are the following:

• AGENT_ID: Identification number of people within the wolkvox system.
• AGENT_NAME: Agent name.
• TOTAL_CHARS: Total number of chats handled by the agent.
• TIME: Total time the agent spent managing those chats.
• TMO: Average Operation Time, which indicates the average time the agent spent responding to a chat.
• PERCENT_TRANSFER: Percentage of chats that were transferred, either to another agent or to a skill (group of agents).

New API for voice and client analytics in wolkvox Manager

A new API has been implemented in the Speech Analytics API group in Wolkvox Manager. This API allows you to activate speech analytics and customer analysis (VOC) for a specific call using its CONN ID and Agent ID. This development facilitates the automation of analysis of selected calls without the need for manual intervention from the platform, optimizing resource use and enabling the efficient extraction of operational and customer experience insights. It is a requirement that the call be in stereo, meaning that the agent and customer audio be separated on each audio channel.

This report also has an API. To read the official documentation, click here .

To go to the Postman public collection [ click here ].

Benefits

• Analysis Automation: Allows you to activate the analysis of relevant calls automatically, facilitating the extraction of operational and customer experience insights.
• Resource Optimization: Allows analysis to be activated only when needed, optimizing resource usage.
• Operational Efficiency: Improves efficiency by reducing the need for manual intervention for call analysis.