This component is used to encode a call that is going through the flow. It is mainly used when the call or interaction will not be received by an agent, meaning that without an agent, there wouldn’t be a way to encode the interaction. However, with this component, the process is automated as it allows the interaction to be encoded.
It is located within the group of components called “Predictive” and is available for all types of routing (Voice, Interaction, Chat, and CRM + Webhook).
Remember that in the configuration of wolkvox Manager, you are allowed to have up to two groups of activity codes.
- Enter the activity code you wish to use for classification. Here, you should only enter a code belonging to activity code group #1.
- You can enter a second activity code for classification if you have enabled activity code group #2 in the configuration of wolkvox Manager.
- Click on “Save configuration” to apply the changes.