Symptom / Need

You are experiencing issues with BI synchronization, which causes data not to update in Power BI, the dashboard to experience connection failures, or error messages to appear on the screen when trying to load information.

Context / Scenarios

This technical validation and rejection procedure must be performed by the operation administrator independently in the Wolkvox Manager administrative console and within the Power BI tool.

Answer / Solution

Important behavior to be aware of.

Progressive Loading: To avoid misdiagnosing synchronization failures, it's crucial to remember that Wolkvox BI allows you to query up to 4 months (120 days) of historical data, but data loading doesn't happen immediately. The system uses an incremental approach, loading the first day of the data range starting from the first hour of activation, and progressively adding one day of history for each hour that passes until the full 120 days are loaded—a process that takes 5 days to complete.

Minimum required information

To document the ticket, resolve the case, or escalate the issue to another level, the following information must be taken into account:

• Name of the operation.
• Active integration token .
• Evidence of the step-by-step process generated (screenshots or recordings of the process performed).

Initial validations / Troubleshooting

In case of a synchronization failure, run the following diagnostic and troubleshooting sequence:

Step 1: Update the Integration Token

1. Log in to Wolkvox Manager as an administrator .
2. Go to: Settings -> Integrations -> BI -> Home and click on the option to change or update the token.
3. Open your template file in Power BI, navigate to the parameter query called token() and enter the new key directly into the "Current Value " field .
4. Click on " Close & Apply " to retry the connection.

Step 2: Validate the Data Source Credential Configuration

Make sure to verify that the Power BI setup procedure complies with official connection standards to avoid data loading errors:

1. Verify in the data source transformation and configuration menu in Power BI that the access credentials type is strictly set to " Anonymous ".
2. Configuring other authentication methods is the most common source of connection errors.
3. Confirm that the data upload is complete in the transfer modal box and apply any pending changes if you see system alerts at the top of the dashboard.

Step 3: Verify the Behavior

Once the token has been properly updated and the exact step-by-step compliance of the technical guide has been verified, update the model and validate whether the system exhibits the same error behavior or if it begins to synchronize the data properly.

Escalation

If after performing the initial validations/troubleshooting (updating the token and applying the official data source configuration step by step), the dashboard persists with the same synchronization failure behavior, proceed to escalate to Wolkvox service desk technical support.

Remember to attach the minimum information collected (Operation Name, Token and screenshot-by-shot evidence of the step-by-step process executed).

After the initial validations/troubleshooting are completed, the Wolkvox service desk support analyst will escalate the case to Level 3 Core Team, with the information and evidence gathered from each step.