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.