Symptom or Need

The client reports that agents cannot code (type) interactions through the chat channel, as the interface does not display the list of activity codes that are allowed and configured for that channel.

Context / Scenarios

Incident Environment: This scenario occurs within the agent's omnichannel support environment, specifically when attempting to classify or close a chat interaction. Under normal circumstances, the support interface should query and display the codes previously configured in Wolkvox Manager. However, in this scenario, the interface fails to list these options, blocking the conversation classification process.

Answer / Solution

Minimum information to collect:

To properly document the case and assess the scope of the incident, request and record the following information:

1. Name of the affected operation.
2. Server where the operation is located.
3. Exact date on which the new product was introduced.
4. Explicitly confirm if the failure (absence of codes) affects only the chat channel, or if it also occurs in the voice channel.

Initial Validations and Troubleshooting

FOR THE ANALYST: Before escalating the case to a higher level, perform the following diagnostic steps:
1. Review the Audit Log : Check if the activity codes were recently modified or deleted.
2. Review the configuration in the Manager: Verify that the activity codes exist and are correctly configured and enabled for the chat channel.
3. Local scope test: Validate if this same error occurs in another operation hosted within the same server.
4. Global scope test: Validates whether the incident also occurs in an operation hosted on a different server.
5. Creation test : Create a new test activity code and verify if it can be displayed in the chat interface.

It is essential to identify whether the failure only occurs in the chat channel, or if it is also replicated in the voice channel.

Escalation

If initial validations rule out a configuration error or manual deletion, and troubleshooting was carried out, the case should be escalated to Level 3 (CORE Team).

Possible Causes

This failure can originate from incorrect modifications in the parameterization of the codes (evident in audit) or from an internal synchronization problem of the platform that prevents the list of codes configured in the Manager from being reflected in the chat interface.

Recommendations

• Periodically audit the permissions of administrative users to prevent accidental modifications or deletions of activity codes.
• Implement monitoring alerts on synchronization services between the configuration module and the support channels.