Available Variables in wolkvox Studio #

In wolkvox Studio, you can make use of multiple variables that store information obtained in each process of the agent’s interaction with the customer, and that have been assigned based on the data loaded into the databases.

The variables will be available or not depending on the type of channel in the routing point you are in.

 

Voice or IVR Routing Point #

Variable Function
$ani Automatic Number Identification (ANI).
$dnis Dialed Number Information Service (DNIS).
$id_customer Customer identification.
$id_call Unique caller ID.
$webrtc Call from chat widget.

 

ChatBot (Web, Facebook, Telegram, Whatsapp, SMS and Twitter) #

Variable Function
$txt_query Text sent by the customer.
$cust_email Customer email.
$cust_phone Customer phone.
$cust_name Customer name.
$id_customer Customer identification.
$file_url URL of the file sent by chat.
$ext_url Extension of the file sent by chat.
$chat_id Unique chat ID.
$is_audio Indicates if the client sent an audio, it returns the values ‘yes’ or ‘no’.
$quoted_message Quoted message (only wolkvox whatsapp mobile).
$contact_info Stores contacts that are sent to the chatbot.
$channel It indicates where the chat channel occurred. It can return the values ‘web’, ‘whatsapp’, ‘facebook’, ‘telegram’, or ‘configurationbox’.

Interaction routing (Email) #

Variable Function
$id_case ID of the interaction that assigns the mail platform.
$from Source interaction.
$to Destination interaction.
$subject Interaction Subject.
$fromname Name of the origin of the interaction.
$toname Name of the recipient of the interaction.

 

Interaction routing (Email, Facebook, Instagram and Twitter) #

Variable Function
$routing_point Routing point where the email arrives.
$txt_query Body of the interaction.
$agent_response Response from the last agent to close the interaction.
$cod_act Activity code of the last agent to close the interaction.
$id_agent Extension of the last agent to close the interaction.
$count_attach Counter that indicates how many attachments there are.
$url_atach_n These are the URLs attached in the interactions. They range from $url_attach_1 to $url_attach_n, with ‘n’ being an undetermined number since there can be multiple attached URLs.

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

The following variables apply to retrieve processes from the wolkvox CRM application. The fields of the crm will arrive with the name with which they are created in the crm.
Variable Function
$crm_action Action executed in the crm. It returns the values ‘insert’, ‘update’ or ‘delete’.
$crm_module Module of the crm where the action comes from.

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

These variables apply to the AutoQAi tool.
Variable Function
$channel_analytics It indicates the type of channel that was analyzed. It returns the values ‘voice’, ‘whatsapp’, ‘instagram’, ‘facebook’, ‘telegram’, and others.
$conversation_analytics Text of the conversation between the client and the agent.
$summary_analytics Text of the summary of the conversation between the client and the agent.
$idagent_analytics ID of the agent who attended the interaction.
$idinteraction_analytics ID of the interaction.
$ani_analytics Interaction source number, applies to some channels only.
$duration_analytics Duration of interaction in seconds.
$hhmmss_analytics Duration of interaction in hh:mm:ss
$date_analytics Date YYYY-MM-DD hh-mm-ss
$calltype_analytics Call type. It returns the values ‘inbound’, ‘outbound_ma’, ‘out_pre’, ‘conference’ or ‘transfer’.
$idskill_analytics Skill ID.
$codact_analytics Call typification code.
$idcampaing_analytics Campaign ID only applies to outbound calls in predictive dialing.
$idcustomer_analytics Customer identification.
$sentiment Customer sentiment (-10, -5, 0, 5, 10).

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

These variables apply to the MR Wizard and VOC RT tools.
Variable Function
$channel_MrWizard voice, chat
$total_conversation_voc_rt Complete customer conversation.
$last_phrase_voc_rt Last sentence the customer says.
$idagent_voc_rt ID of the agent who attended the interaction.
$idinteraction_voc_rt ID of the interaction.
$ani_voc_rt Interaction source number, applies to some channels only.
$language_voc_rt Language used in conversation (‘es’, ‘en’ or another language).
$duration_voc_rt Duration of interaction in seconds.
$calltype_voc_rt Call type. It returns the values ‘inbound’, ‘outbound_ma’, ‘out_pre’ or ‘conference,transfer’.
$idskill_voc_rt Skill ID.
$idcampaing_voc_rt Campaign ID only applies to outbound calls in predictive dialing.
$idcustomer_voc_rt Call typification code
$idcampaing_analytics Customer identification.
$MrWizardRes Use this variable to place MrWizard’s response.
TABLE OF CONTENTS

 

Available Variables in wolkvox Studio #

In wolkvox Studio, you can make use of multiple variables that store information obtained in each process of the agent’s interaction with the customer, and that have been assigned based on the data loaded into the databases.

The variables will be available or not depending on the type of channel in the routing point you are in.

 

Voice or IVR Routing Point #

Variable Function
$ani Automatic Number Identification (ANI).
$dnis Dialed Number Information Service (DNIS).
$id_customer Customer identification.
$id_call Unique caller ID.
$webrtc Call from chat widget.

 

ChatBot (Web, Facebook, Telegram, Whatsapp, SMS and Twitter) #

Variable Function
$txt_query Text sent by the customer.
$cust_email Customer email.
$cust_phone Customer phone.
$cust_name Customer name.
$id_customer Customer identification.
$file_url URL of the file sent by chat.
$ext_url Extension of the file sent by chat.
$chat_id Unique chat ID.
$is_audio Indicates if the client sent an audio, it returns the values ‘yes’ or ‘no’.
$quoted_message Quoted message (only wolkvox whatsapp mobile).
$contact_info Stores contacts that are sent to the chatbot.
$channel It indicates where the chat channel occurred. It can return the values ‘web’, ‘whatsapp’, ‘facebook’, ‘telegram’, or ‘configurationbox’.

Interaction routing (Email) #

Variable Function
$id_case ID of the interaction that assigns the mail platform.
$from Source interaction.
$to Destination interaction.
$subject Interaction Subject.
$fromname Name of the origin of the interaction.
$toname Name of the recipient of the interaction.

 

Interaction routing (Email, Facebook, Instagram and Twitter) #

Variable Function
$routing_point Routing point where the email arrives.
$txt_query Body of the interaction.
$agent_response Response from the last agent to close the interaction.
$cod_act Activity code of the last agent to close the interaction.
$id_agent Extension of the last agent to close the interaction.
$count_attach Counter that indicates how many attachments there are.
$url_atach_n These are the URLs attached in the interactions. They range from $url_attach_1 to $url_attach_n, with ‘n’ being an undetermined number since there can be multiple attached URLs.

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

The following variables apply to retrieve processes from the wolkvox CRM application. The fields of the crm will arrive with the name with which they are created in the crm.
Variable Function
$crm_action Action executed in the crm. It returns the values ‘insert’, ‘update’ or ‘delete’.
$crm_module Module of the crm where the action comes from.

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

These variables apply to the AutoQAi tool.
Variable Function
$channel_analytics It indicates the type of channel that was analyzed. It returns the values ‘voice’, ‘whatsapp’, ‘instagram’, ‘facebook’, ‘telegram’, and others.
$conversation_analytics Text of the conversation between the client and the agent.
$summary_analytics Text of the summary of the conversation between the client and the agent.
$idagent_analytics ID of the agent who attended the interaction.
$idinteraction_analytics ID of the interaction.
$ani_analytics Interaction source number, applies to some channels only.
$duration_analytics Duration of interaction in seconds.
$hhmmss_analytics Duration of interaction in hh:mm:ss
$date_analytics Date YYYY-MM-DD hh-mm-ss
$calltype_analytics Call type. It returns the values ‘inbound’, ‘outbound_ma’, ‘out_pre’, ‘conference’ or ‘transfer’.
$idskill_analytics Skill ID.
$codact_analytics Call typification code.
$idcampaing_analytics Campaign ID only applies to outbound calls in predictive dialing.
$idcustomer_analytics Customer identification.
$sentiment Customer sentiment (-10, -5, 0, 5, 10).

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

These variables apply to the MR Wizard and VOC RT tools.
Variable Function
$channel_MrWizard voice, chat
$total_conversation_voc_rt Complete customer conversation.
$last_phrase_voc_rt Last sentence the customer says.
$idagent_voc_rt ID of the agent who attended the interaction.
$idinteraction_voc_rt ID of the interaction.
$ani_voc_rt Interaction source number, applies to some channels only.
$language_voc_rt Language used in conversation (‘es’, ‘en’ or another language).
$duration_voc_rt Duration of interaction in seconds.
$calltype_voc_rt Call type. It returns the values ‘inbound’, ‘outbound_ma’, ‘out_pre’ or ‘conference,transfer’.
$idskill_voc_rt Skill ID.
$idcampaing_voc_rt Campaign ID only applies to outbound calls in predictive dialing.
$idcustomer_voc_rt Call typification code
$idcampaing_analytics Customer identification.
$MrWizardRes Use this variable to place MrWizard’s response.
TABLA DE CONTENIDO
TABLA DE CONTENIDO

 

Available Variables in wolkvox Studio #

In wolkvox Studio, you can make use of multiple variables that store information obtained in each process of the agent’s interaction with the customer, and that have been assigned based on the data loaded into the databases.

The variables will be available or not depending on the type of channel in the routing point you are in.

 

Voice or IVR Routing Point #

Variable Function
$ani Automatic Number Identification (ANI).
$dnis Dialed Number Information Service (DNIS).
$id_customer Customer identification.
$id_call Unique caller ID.
$webrtc Call from chat widget.

 

ChatBot (Web, Facebook, Telegram, Whatsapp, SMS and Twitter) #

Variable Function
$txt_query Text sent by the customer.
$cust_email Customer email.
$cust_phone Customer phone.
$cust_name Customer name.
$id_customer Customer identification.
$file_url URL of the file sent by chat.
$ext_url Extension of the file sent by chat.
$chat_id Unique chat ID.
$is_audio Indicates if the client sent an audio, it returns the values ‘yes’ or ‘no’.
$quoted_message Quoted message (only wolkvox whatsapp mobile).
$contact_info Stores contacts that are sent to the chatbot.
$channel It indicates where the chat channel occurred. It can return the values ‘web’, ‘whatsapp’, ‘facebook’, ‘telegram’, or ‘configurationbox’.

Interaction routing (Email) #

Variable Function
$id_case ID of the interaction that assigns the mail platform.
$from Source interaction.
$to Destination interaction.
$subject Interaction Subject.
$fromname Name of the origin of the interaction.
$toname Name of the recipient of the interaction.

 

Interaction routing (Email, Facebook, Instagram and Twitter) #

Variable Function
$routing_point Routing point where the email arrives.
$txt_query Body of the interaction.
$agent_response Response from the last agent to close the interaction.
$cod_act Activity code of the last agent to close the interaction.
$id_agent Extension of the last agent to close the interaction.
$count_attach Counter that indicates how many attachments there are.
$url_atach_n These are the URLs attached in the interactions. They range from $url_attach_1 to $url_attach_n, with ‘n’ being an undetermined number since there can be multiple attached URLs.

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

The following variables apply to retrieve processes from the wolkvox CRM application. The fields of the crm will arrive with the name with which they are created in the crm.
Variable Function
$crm_action Action executed in the crm. It returns the values ‘insert’, ‘update’ or ‘delete’.
$crm_module Module of the crm where the action comes from.

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

These variables apply to the AutoQAi tool.
Variable Function
$channel_analytics It indicates the type of channel that was analyzed. It returns the values ‘voice’, ‘whatsapp’, ‘instagram’, ‘facebook’, ‘telegram’, and others.
$conversation_analytics Text of the conversation between the client and the agent.
$summary_analytics Text of the summary of the conversation between the client and the agent.
$idagent_analytics ID of the agent who attended the interaction.
$idinteraction_analytics ID of the interaction.
$ani_analytics Interaction source number, applies to some channels only.
$duration_analytics Duration of interaction in seconds.
$hhmmss_analytics Duration of interaction in hh:mm:ss
$date_analytics Date YYYY-MM-DD hh-mm-ss
$calltype_analytics Call type. It returns the values ‘inbound’, ‘outbound_ma’, ‘out_pre’, ‘conference’ or ‘transfer’.
$idskill_analytics Skill ID.
$codact_analytics Call typification code.
$idcampaing_analytics Campaign ID only applies to outbound calls in predictive dialing.
$idcustomer_analytics Customer identification.
$sentiment Customer sentiment (-10, -5, 0, 5, 10).

 

CRM + Webhook + Cron + AutoQAi + Mr Wizard #

These variables apply to the MR Wizard and VOC RT tools.
Variable Function
$channel_MrWizard voice, chat
$total_conversation_voc_rt Complete customer conversation.
$last_phrase_voc_rt Last sentence the customer says.
$idagent_voc_rt ID of the agent who attended the interaction.
$idinteraction_voc_rt ID of the interaction.
$ani_voc_rt Interaction source number, applies to some channels only.
$language_voc_rt Language used in conversation (‘es’, ‘en’ or another language).
$duration_voc_rt Duration of interaction in seconds.
$calltype_voc_rt Call type. It returns the values ‘inbound’, ‘outbound_ma’, ‘out_pre’ or ‘conference,transfer’.
$idskill_voc_rt Skill ID.
$idcampaing_voc_rt Campaign ID only applies to outbound calls in predictive dialing.
$idcustomer_voc_rt Call typification code
$idcampaing_analytics Customer identification.
$MrWizardRes Use this variable to place MrWizard’s response.