New “Remove Law 2300 Protection” component for wolkvox Studio Agent Scripting #

  • In this new version, a new component called “Remove Law 2300 Protection” has been added, which is only available within Agent Scripting and allows releasing customers who are blocked by law 2300, which is activated in the “Consumer Protection” tab in the wolkvox Manager application settings.
  • Within Agent Scripting, this new component can be found in the “Consumer Protection” tab, but this tab is only displayed if the consumer protection law called “COL-Law 2300 (Stop bothering)” is activated in the wolkvox Manager configuration.
  • Remember that law 2300 consists of protecting a customer who has already been contacted by the operations center and therefore cannot be called again within a week.
  • But with this new feature, you can release a customer from that protection if they request it. For example, an agent can ask the customer if they agree to be called again, and if they agree, this component can be used to release them and allow the same customer to be called again.
  • This provides a higher quality of customer service and ensures the normal flow of operations.
    The component configuration window is easy to manage. You only need to decide whether you want to release a customer by phone number or ID. In the “Value” field, you should enter the criteria, such as a variable containing the customer’s phone number or ID number. In the agent script, a multiple-choice form could be placed to identify whether the customer agreed or disagreed to be called again. And if the customer agreed, they would be passed through this component to release them from the protection of law 2300.

 

 

New functionality for quality analysis #

  • Now you can send specific calls from the Data Monitor section to the Quality Analyzer section.
  • Remember that calls added to the Quality Analyzer section for quality analysis are added randomly and according to the quantity configured in the tool. But now you have this new option available to send a specific call to which you want to conduct a quality analysis.
  • In calls found when searching in the Data Monitor, you will have the option “Send audio to QA” if you right-click on a call.
  • With this new feature, you achieve greater precision and efficiency in quality analysis.

   

 

New action recorded in the Audit Log #

  • If a user of wolkvox Manager sends a call from the Data Monitor to the Quality Analyzer section, the respective record of this action will be generated in the Audit Log section of wolkvox Manager.
  • With this new feature, security, transparency, and traceability are increased in the quality management and analysis process.

   

 

New field in the API for querying information about agent users #

  • The “enabled” field has been added to the “5. Agents” API in the information group of APIs. This new field allows you to determine whether the agent is enabled or disabled.
  • This functionality refers to the “Enabled/Disabled” actions in wolkvox Manager agents. Follow the following path to check it: Agents & Skills Section ➡️ Right-click on the agent ➡️ Select the “Enabled/Disabled” option ➡️ Disabled agents will be displayed in red.
  • Thanks to this new feature, agent management and control are optimized.
  • To access the official API documentation, click here.

 

 

New option for the API allowing deletion of campaign records #

  • The ability to add “result=” to delete records from a campaign based on the result obtained has been implemented through the “3. Delete all records from a campaign” API in the configuration group of APIs. For example, you can delete all records that have “no-answer”, “answer-machine”, “abandon”, “busy”, “congestion”, “unknown”, “failed”, “do-not-call”, “chanunavail”, and “answer”.
  • Thanks to this new feature, efficiency and precision in managing the record database are significantly increased.
  • To access the official API documentation, click here.

 

 

New functionality for the API allowing deletion of activity codes #

  • Starting from this version, you can delete multiple activity codes using the “15. Remove activity codes” API from the configuration group of APIs.
  • Below, we provide an example of the structure the request body should have to consume the API. Remember that it must be in raw format:
    • { “type_code”: “cod_act1”, “cod_act”: [ “100”, “200”, “300” ] }
  • Thanks to this new feature, efficiency and flexibility in managing activity codes are optimized, providing a powerful tool to keep operations updated and adapted to the specific needs of each one.
  • To access the official API documentation, click here.

 

TABLE OF CONTENTS

   

 
 
 

New “Remove Law 2300 Protection” component for wolkvox Studio Agent Scripting #

  • In this new version, a new component called “Remove Law 2300 Protection” has been added, which is only available within Agent Scripting and allows releasing customers who are blocked by law 2300, which is activated in the “Consumer Protection” tab in the wolkvox Manager application settings.
  • Within Agent Scripting, this new component can be found in the “Consumer Protection” tab, but this tab is only displayed if the consumer protection law called “COL-Law 2300 (Stop bothering)” is activated in the wolkvox Manager configuration.
  • Remember that law 2300 consists of protecting a customer who has already been contacted by the operations center and therefore cannot be called again within a week.
  • But with this new feature, you can release a customer from that protection if they request it. For example, an agent can ask the customer if they agree to be called again, and if they agree, this component can be used to release them and allow the same customer to be called again.
  • This provides a higher quality of customer service and ensures the normal flow of operations.
    The component configuration window is easy to manage. You only need to decide whether you want to release a customer by phone number or ID. In the “Value” field, you should enter the criteria, such as a variable containing the customer’s phone number or ID number. In the agent script, a multiple-choice form could be placed to identify whether the customer agreed or disagreed to be called again. And if the customer agreed, they would be passed through this component to release them from the protection of law 2300.

 

 

New functionality for quality analysis #

  • Now you can send specific calls from the Data Monitor section to the Quality Analyzer section.
  • Remember that calls added to the Quality Analyzer section for quality analysis are added randomly and according to the quantity configured in the tool. But now you have this new option available to send a specific call to which you want to conduct a quality analysis.
  • In calls found when searching in the Data Monitor, you will have the option “Send audio to QA” if you right-click on a call.
  • With this new feature, you achieve greater precision and efficiency in quality analysis.

   

 

New action recorded in the Audit Log #

  • If a user of wolkvox Manager sends a call from the Data Monitor to the Quality Analyzer section, the respective record of this action will be generated in the Audit Log section of wolkvox Manager.
  • With this new feature, security, transparency, and traceability are increased in the quality management and analysis process.

   

 

New field in the API for querying information about agent users #

  • The “enabled” field has been added to the “5. Agents” API in the information group of APIs. This new field allows you to determine whether the agent is enabled or disabled.
  • This functionality refers to the “Enabled/Disabled” actions in wolkvox Manager agents. Follow the following path to check it: Agents & Skills Section ➡️ Right-click on the agent ➡️ Select the “Enabled/Disabled” option ➡️ Disabled agents will be displayed in red.
  • Thanks to this new feature, agent management and control are optimized.
  • To access the official API documentation, click here.

 

 

New option for the API allowing deletion of campaign records #

  • The ability to add “result=” to delete records from a campaign based on the result obtained has been implemented through the “3. Delete all records from a campaign” API in the configuration group of APIs. For example, you can delete all records that have “no-answer”, “answer-machine”, “abandon”, “busy”, “congestion”, “unknown”, “failed”, “do-not-call”, “chanunavail”, and “answer”.
  • Thanks to this new feature, efficiency and precision in managing the record database are significantly increased.
  • To access the official API documentation, click here.

 

 

New functionality for the API allowing deletion of activity codes #

  • Starting from this version, you can delete multiple activity codes using the “15. Remove activity codes” API from the configuration group of APIs.
  • Below, we provide an example of the structure the request body should have to consume the API. Remember that it must be in raw format:
    • { “type_code”: “cod_act1”, “cod_act”: [ “100”, “200”, “300” ] }
  • Thanks to this new feature, efficiency and flexibility in managing activity codes are optimized, providing a powerful tool to keep operations updated and adapted to the specific needs of each one.
  • To access the official API documentation, click here.

 

TABLA DE CONTENIDO
TABLA DE CONTENIDO

   

 
 
 

New “Remove Law 2300 Protection” component for wolkvox Studio Agent Scripting #

  • In this new version, a new component called “Remove Law 2300 Protection” has been added, which is only available within Agent Scripting and allows releasing customers who are blocked by law 2300, which is activated in the “Consumer Protection” tab in the wolkvox Manager application settings.
  • Within Agent Scripting, this new component can be found in the “Consumer Protection” tab, but this tab is only displayed if the consumer protection law called “COL-Law 2300 (Stop bothering)” is activated in the wolkvox Manager configuration.
  • Remember that law 2300 consists of protecting a customer who has already been contacted by the operations center and therefore cannot be called again within a week.
  • But with this new feature, you can release a customer from that protection if they request it. For example, an agent can ask the customer if they agree to be called again, and if they agree, this component can be used to release them and allow the same customer to be called again.
  • This provides a higher quality of customer service and ensures the normal flow of operations.
    The component configuration window is easy to manage. You only need to decide whether you want to release a customer by phone number or ID. In the “Value” field, you should enter the criteria, such as a variable containing the customer’s phone number or ID number. In the agent script, a multiple-choice form could be placed to identify whether the customer agreed or disagreed to be called again. And if the customer agreed, they would be passed through this component to release them from the protection of law 2300.

 

 

New functionality for quality analysis #

  • Now you can send specific calls from the Data Monitor section to the Quality Analyzer section.
  • Remember that calls added to the Quality Analyzer section for quality analysis are added randomly and according to the quantity configured in the tool. But now you have this new option available to send a specific call to which you want to conduct a quality analysis.
  • In calls found when searching in the Data Monitor, you will have the option “Send audio to QA” if you right-click on a call.
  • With this new feature, you achieve greater precision and efficiency in quality analysis.

   

 

New action recorded in the Audit Log #

  • If a user of wolkvox Manager sends a call from the Data Monitor to the Quality Analyzer section, the respective record of this action will be generated in the Audit Log section of wolkvox Manager.
  • With this new feature, security, transparency, and traceability are increased in the quality management and analysis process.

   

 

New field in the API for querying information about agent users #

  • The “enabled” field has been added to the “5. Agents” API in the information group of APIs. This new field allows you to determine whether the agent is enabled or disabled.
  • This functionality refers to the “Enabled/Disabled” actions in wolkvox Manager agents. Follow the following path to check it: Agents & Skills Section ➡️ Right-click on the agent ➡️ Select the “Enabled/Disabled” option ➡️ Disabled agents will be displayed in red.
  • Thanks to this new feature, agent management and control are optimized.
  • To access the official API documentation, click here.

 

 

New option for the API allowing deletion of campaign records #

  • The ability to add “result=” to delete records from a campaign based on the result obtained has been implemented through the “3. Delete all records from a campaign” API in the configuration group of APIs. For example, you can delete all records that have “no-answer”, “answer-machine”, “abandon”, “busy”, “congestion”, “unknown”, “failed”, “do-not-call”, “chanunavail”, and “answer”.
  • Thanks to this new feature, efficiency and precision in managing the record database are significantly increased.
  • To access the official API documentation, click here.

 

 

New functionality for the API allowing deletion of activity codes #

  • Starting from this version, you can delete multiple activity codes using the “15. Remove activity codes” API from the configuration group of APIs.
  • Below, we provide an example of the structure the request body should have to consume the API. Remember that it must be in raw format:
    • { “type_code”: “cod_act1”, “cod_act”: [ “100”, “200”, “300” ] }
  • Thanks to this new feature, efficiency and flexibility in managing activity codes are optimized, providing a powerful tool to keep operations updated and adapted to the specific needs of each one.
  • To access the official API documentation, click here.