New "Summary" Field in Speech Analytics (Manager Web and API)

The Speech Analytics report in the web version of **wolkvox Manager** now includes the **"SUMMARY"** column, which displays a summary of the conversation to facilitate reading and analysis within the same report.

Additionally, this same field has been added to the **Speech Analytics API** response, ensuring that the information remains aligned between interface consumption and external integrations.

Speech Analytics API Documentation

Benefits

• Faster Context Reading: Allows immediate understanding of the purpose and general outcome of the conversation without reviewing all the details.
• More Comprehensive Analysis in the Report: Facilitates supervision, quality, and operational work by having a summary directly in the table.
• Alignment Between Channels and Platforms: Ensures data consistency between Manager Web, Manager Desktop, and the API, avoiding information discrepancies.
• Stronger External Integrations: By including the summary in the response, it enables its use in BI, data lakes, CRMs, or other systems that consume Speech Analytics.

New API to Redial Records in Predictive Campaigns

**wolkvox** now features a new API for predictive campaigns that allows redialing specific records within a campaign, using the same operational criteria managed from **wolkvox Manager**.

This API identifies records based on an activity code or machine code and updates their status in the **RESULT** column to **CLEAN**, enabling those records to be redialed when the campaign is active.

Official API Documentation: Click Here

Benefits

• Automated Redialing: Allows executing redialing processes without manual intervention, integrating with external flows or operational routines.
• Operational Time Savings: Reduces repetitive tasks for the team by redialing records in bulk or as scheduled.
• Better Control with Specific Criteria: Enables redialing specific records based on activity code or machine code, avoiding general actions that affect other records.
• Immediate Reactivation of Records: By changing the **RESULT** to **CLEAN**, records are ready for the dialer to reprocess and call.
• Consistency with Manager Operations: Maintains the logic of criteria available in **wolkvox Manager**, facilitating adoption by technical and operational teams.

New Filter in Quality Analyzer: Search by Customer Phone Number

In the **Quality Analyzer** module of **wolkvox Manager**, within the **Quality Analysis** tab, a new option has been added to the search: **Phone Number**.

With this filter, it is now possible to locate specific calls using the customer's phone number associated with the conversation, in addition to the already available criteria (e.g., agent ID, channel, skill, etc.).

This section is used to perform quality analysis of conversations based on a previously created and selected quality matrix.

Benefits

• Faster search for specific interactions when the available data is the customer's number.
• Less navigation time between results, facilitating auditing and review processes.
• Greater precision in quality analysis by quickly locating calls related to a specific case or customer.
• Support for QA and supervision teams, especially in follow-up, complaint, or validation scenarios.

New API to Edit Recalls in Predictive Campaigns

**wolkvox Manager** now includes a new API called **edit_recall**, designed to edit a previously scheduled recall within a predictive campaign.

With this API, you can modify an existing recall:

• Date and time of the recall.
• Agent assigned to the management.
• Recall style: manual or auto.

The API operates using the **PUT** method and is intended for scenarios where the operation needs to adjust scheduling without redoing the campaign or losing control of the follow-up.

Official API Documentation: Click Here

Benefits

• Immediate Operational Flexibility: Allows rescheduling recalls when an agent is unavailable, without interrupting the campaign flow.
• Better Predictive Pacing Control: By changing the style (manual/auto), you can adjust how the recall is executed according to the campaign strategy.
• Continuity of Follow-Up: Maintains traceability of the scheduled interaction, avoiding duplicates or re-creation of records.
• Dynamic Adjustments Based on Operational Reality: Ideal for shift changes, absences, reassignments, and account prioritization.

New API to Delete Recalls in Predictive Campaigns

**wolkvox Manager** now includes a new API called **delete_recall**, which allows deleting a previously scheduled recall within a predictive campaign (recalls managed/executed from **wolkvox Agent**).

This API is designed for situations where a recall is no longer necessary and needs to be prevented from:

• The campaign redialing a customer who should no longer be contacted, or
• An agent continuing to see a pending manual recall that no longer applies.

The deletion behavior depends on the type of recall:

• Auto Recall: The customer record is not deleted from the campaign, but the API formats the scheduled date to **00000000000000**, preventing the recall from executing.
• Manual Recall: The recall is completely deleted and no longer appears in the agent's pending list.

Official API Documentation: Click Here

Benefits

• Total Control Over Recall Management: Allows cleaning up schedules and pending tasks based on real operational changes.
• Avoids Unnecessary Contacts: Ideal for cases where the customer has already been managed, requested not to be contacted, or changed priority.
• Reduces Operational Load for Agents: Eliminates manual tasks that no longer add value and avoids confusion.
• Maintains Predictive Campaign Logic: For auto recalls, it preserves the customer record but blocks the execution of previous scheduling.

wvx Copilot Expands Compatible File Formats for Training

In **wolkvox Manager**, within the **wvx Copilot** training module, the range of compatible file formats that can be uploaded as context for the assistant has been expanded.

From now on, when attaching documents for training, the **"File Type"** selector includes new technical and advanced office formats, as seen in the Copilot upload window:

• pdf
• txt
• doc
• pptx
• docx
• html
• json
• js

These files will be used by **wvx Copilot** as a knowledge base to answer queries. Remember that Copilot integrates into different tools in **wolkvox Manager** and **wolkvox Agent**.

Benefits

• More Precise Technical Responses: Allows training Copilot with code, scripts, and JSON structures, in addition to web documentation (HTML).
• More Context from Existing Documentation: Facilitates leveraging legacy manuals, corporate documents, and presentations without previously converting them to plain text.
• Less Friction for Technical and Operational Teams: Centralizes the upload of inputs that normally exist in different formats in one place.
• More Complete Knowledge Base: Copilot can rely on more varied content to answer questions about operations, products, and development.

Voice and Text Analysis Dashboard (Web) Now Includes Donut Chart by Categories (Manager Web)

In **wolkvox Manager** (web version), under **Dashboards / Dashboard → Voice and Text Analysis**, the missing donut chart is now available in this view.

This chart, which already existed in **wolkvox Manager** (desktop version), is now incorporated into the web experience to visually display the conversation categorization report, specifically the **"Conversations by Category"** block. The image shows how the chart distributes interactions by categories (e.g., technical support, notification tests, technical integration, etc.), facilitating the reading of the overall behavior of the selected period.

Benefits

• Unified Experience Between Web and Desktop: Same reading and visual components in both environments.
• Faster Interpretation of Categorization: The donut chart allows immediately identifying which categories concentrate the highest volume of conversations.
• More Agile Operational Analysis: Helps prioritize findings and trends (recurring topics, peaks by category, improvement opportunities).
• Better support for QA, supervision, and analytics teams: Facilitates report exploration without depending on the desktop version.

New Skill Creation Limit per License in wolkvox Manager

In **wolkvox Manager**, a limit has been established for creating skills within each operation.

Remember that in **wolkvox**, skills function as agent queues (or service groups) and are an essential component of the operation, as every agent created must be assigned to at least one skill.

With this update, when attempting to create new skills either from **wolkvox Manager** or via API, the system validates that the allowed limit of skills per license is not exceeded, defined as **10 skills per license**. If this threshold is exceeded, the creation will not be completed.

Benefits

• Controlled Use of Resources: Prevents unlimited creation of skills unrelated to contracted capacity.
• Operational Order and Governance: Helps maintain a clear queue structure aligned with the actual operation.
• Consistency Between Interface and API: The same validation applies both in Manager and in external integrations.
• Better License Management: Facilitates auditing and planning growth (e.g., when expanding the number of skills is required).

Data Monitor (Web) Now Includes MediaBox to Play Audios Without Leaving the Screen

In **wolkvox Manager** (web version), **MediaBox** is now available within **Data Monitor**, a feature that previously only existed in the desktop version.

**Data Monitor** allows you to consult a general report of calls by date range (e.g., by Agent ID, skill, call type, duration, phone, etc.). With this update, when selecting a call and right-clicking, you can play its recording from the same interface using an embedded player.

Follow the path:

• Enter **"Data Monitor"** and open the **"Monitor"** tab.
• Select a call record in the table.
• Right-click → **Play** → **Audio**.
• A **MediaBox** with the waveform, progress bar, and playback controls (including speed) is displayed at the bottom.

Benefits

• Better User Experience: Plays audio without opening pop-up windows or losing report context.
• Faster Review: Allows listening to multiple recordings consecutively while keeping the results table visible.
• Consistency Between Web and Desktop: Same operational behavior already available in **wolkvox Manager** desktop.
• More Efficient Analysis: Facilitates quick audits, validations, and support, with immediate playback from the call list.

Predictive Campaigns: New Dialing Modes

Now, in **wolkvox Manager**, it is possible to execute predictive campaigns with different dialing modes, allowing you to define the order in which the system processes the records loaded into the campaign.

In the **Campaign Configuration** window, the **"Campaign Dialing Order"** field has been added, from which you can select one of these options:

• zigzag
• linear
• random

According to the images, the configuration is done directly from the campaign list: select the campaign, right-click, and enter **Edit Campaign**; there, choose the dialing order and apply the changes with the **Edit Campaign** button.

Benefits

• More Control Over Contact Strategy: Allows defining how the record list is processed according to your operational goal.
• Flexibility for Different Scenarios: Useful for campaigns with large databases, A/B testing, contact rotation, or more balanced distribution needs.
• Optimized Contact Performance: By varying the dialing order, you can reduce biases in the list (e.g., concentrations by area, customer type, or file load).
• Operational Consistency: The configuration is centralized in the campaign and applied from the Manager, facilitating a more orderly operation.

New "Podcast" in Voice and Text Analysis: AI Insights in Audio Format

In **wolkvox Manager** (desktop and web versions), under the **Dashboard** menu → **Voice and Text Analysis** → **"Home"** tab, a new tool called **Podcast** has been incorporated.

This feature generates and plays a podcast-style audio, automatically created from the analysis of **Speech & Text Analytics** on real interactions within an operation. The podcast acts as a narrated summary by artificial intelligence, consolidating the main findings of voice and text analysis in an audio format.

Generally, the podcast covers:

• The context of the analyzed operation.
• Trends detected in customer conversations.
• Behavioral patterns in the customer's voice.
• Results of sentiment analysis, contact reasons, and performance.
• Improvement opportunities identified by AI models, based on recent interactions.

All content is automatically generated by artificial intelligence algorithms, using the conversations processed during the selected period as input, and is presented as an interpretive guide that facilitates understanding of the data without the need to review extensive graphs or reports.

Benefits

• Quick Understanding of Analytical Results: Converts complex metrics and findings into a clear and easy-to-consume narrative.
• New Format for Consuming Insights: Ideal for supervisors, leaders, and analysts who prefer an audio summary of the operation's status.
• Frictionless Analysis from the Web: Allows listening to insights directly from **wolkvox Manager**, without depending on the desktop application.
• Decision-Making Support: The podcast highlights trends and opportunities that can serve as a starting point for improvement actions in the operation.

Audit Log: Now Shows the Name of the Token Consumed in API Actions

In **wolkvox Manager**, within the **Audit Log**, the recording of events related to API consumption has been optimized.

From now on, when an API is consumed and this is recorded in the log, the action will also include the token description (i.e., the name/title under which the token was created). Previously, the log only showed the API consumed but did not clearly identify which token had been used.

The path to find the **Audit Log** is **Configuration (gear icon) → Audit Log**. In the **Action** column, the API consumption will be displayed, and additionally, the data **description: **, facilitating direct identification of the token that executed the request.

Benefits

• Complete Traceability of Requests: Allows knowing exactly which token made the consumption, not just which API was executed.
• Enhanced Security Control: Facilitates audits, investigations, and internal validations regarding credential usage.
• Clearer Management in Multi-Token Environments: Ideal for operations with integrations, multiple applications, or several technical managers.
• Faster Incident Response: Simplifies detecting compromised, misconfigured, or unexpectedly used tokens.

Report "1. Chats": The "Opening Chat Delay" Column Is Now Called "FIRST RESPONSE TIME"

In **wolkvox Manager**, within the **Interactions and Chats** report group, the name of a column in the **"1. Chats"** report has been updated.

From this version, the column previously identified as **"Opening Chat Delay"** changes its name to **"FIRST RESPONSE TIME"**, to make its interpretation clearer for users consulting this report.

According to the image, the adjustment is visible when entering:

• Reports → Interactions and Chats
• Select **"1. Chats"**.
• View the report table, where the column appears on the far right as **FIRST RESPONSE TIME**.

Benefits

• Clearer Report Reading: The new name directly describes the indicator being consulted.
• Better Adoption by Operational Users: Facilitates supervisors and analysts quickly identifying the data without ambiguity.
• Consistency with Common Service Metrics: **"First Response Time"** is a widely understood term in chat monitoring and control.
• Fewer Interpretation Errors: Reduces confusion between start times, opening, or waiting, by focusing on the concept of first response.

New Configuration to Enable or Disable Transfers in Chats

In **wolkvox Manager**, a new configuration section has been incorporated to control transfers in chat channels (**Web Chat** and **WhatsApp**). From this update, it is possible to enable or disable the transfer of conversations during service, according to the allowed destination type:

• Transfer between agents.
• Transfer between skills (agent queues).
• Transfer between routing (routing points).

Benefits

• Greater operational control over how conversations in chats are escalated or redirected.
• Standardization of service, avoiding unwanted transfers that may affect the defined process.
• Better routing governance, especially in operations where the flow must be maintained within a team, a specific queue, or a controlled routing point.
• Centralized configuration, as the adjustments are applied as general rules for the operation.

To configure chat transfers:

1. Enter **"Configuration"** in **wolkvox Manager**.
2. Open the **"Omni Channel"** tab.
3. Select **"Chat WEB"**.
4. In the general configuration, click the vertical three-dot icon.

1. Scroll to the **"DISABLE CHAT TRANSFER"** section.
   • Configure the toggles according to your needs:
     • Disable Transfer Between Agents: Prevents an agent from transferring the chat to another agent.
     • Disable Transfer Between Skills: Prevents transferring the chat to another agent queue (skill).
     • Disable Transfer Between Routing: Prevents transferring the chat to a routing point.
2. Click **"Save"** to apply the changes.

Voice Note Transcription in Chats: Convert Audio to Text from wolkvox Agent

It is now possible to transcribe voice messages sent by customers in **WhatsApp** channels to text.

When the option is activated by the **wolkvox** administrator, in **wolkvox Agent**, advisors will see a **"Transcribe"** button directly on the received audio message. By selecting it, the system processes the voice note and displays the transcription as text in the same conversation thread, along with an option to copy the transcribed content. This allows quickly reading what the customer said without relying solely on audio playback.

Benefits

• Faster Service: The agent can understand the message without playing the audio multiple times.
• Better Clarity and Fewer Errors: The text makes it easier to validate data (names, addresses, numbers, requests) and respond with greater precision.
• Operational Continuity: Useful in noisy environments, with low-quality audio, or when the agent cannot listen to the message at that moment.
• Facilitates Control and Tracking: The conversation remains with textual evidence of the audio content, supporting review and support processes.

Configuration

1. Enter **wolkvox Manager** Configuration (gear icon).
2. Go to the **"Omni Channel"** tab.
3. Enter the **"Chat WEB"** tab.
4. Open the general configuration (applies to chat channels) from the vertical three-dot button.

1. Scroll to the **"AUDIO TRANSCRIPTION"** section.
   • Enable the **"Activate"** toggle.
2. Then click **"Save"** to save the changes.
   • Note: This functionality involves an extra cost. Once enabled, agents will be able to transcribe received audios using the **"Transcribe"** button in the conversation.

Redesign of the Web Chat Widget Configuration and Management Section in wolkvox Manager

In this version, the design of the module where **Web Chat** widgets are created, managed, and configured in **wolkvox Manager** has been optimized. The goal of the redesign is to provide a clearer and more organized experience for managing configurations, facilitating the search, creation of new widgets, and access to common actions.

Within the **Widget Configuration** panel, a cleaner structure is now displayed, including:

• A centralized list of configurations with columns such as **Name**, **Routing**, and **Options**.
• A search field to quickly locate a configuration by name or routing.
• A visible **"New Configuration"** button to create new widgets agilely.
• Direct shortcuts in **Options** for frequent actions, such as edit, get the integration script, and delete.

Benefits

• Faster and More Organized Management: The list allows locating configurations more simply and comparably.
• Less Operational Friction: Actions like editing or copying the script are just one click away, directly from the table.
• Better Control and Visibility: The search and panel structure reduce errors and confusion when managing multiple widgets.
• Scalability: The design facilitates working with multiple active configurations without losing traceability of their associated routing.

Message Tagging in Chats

You can now enable a feature that allows agents to tag messages within a chat conversation, including both customer messages and their own messages.

Although activation is done from the **Chat WEB** tab in **Omni Channel**, the tagging capability applies to messages from all chat sources, including **Chat Web**, **WhatsApp**, **Facebook Messenger**, and **Instagram Direct**.

Benefits

• Standardizes the Classification of Relevant Information within the chat (e.g., "VIP Customer", "Urgent", "Home Delivery").
• Facilitates Audits and Reviews: Messages are marked with visible context.
• Accelerates the Search for Specific Information within extensive conversations, using filters by tag.
• Improves Operational Coordination: Allows marking milestones (requests, priorities, special cases) without relying on external notes.

Configuration

1. Enter **"Configuration"** from the top right menu of **wolkvox Manager**.
2. Go to **"Omni Channel"**.
3. Enter the **"Chat WEB"** tab.
4. Click the vertical three-dot button (general configuration).

In the modal window, scroll to the **"Message Tagging"** section and click **"Tags"**.

In **Tag Management**, enable the functionality using the toggle (**Enable Tags**).

Create Your Tags:

Click **"+ Create First Tag"**.

1. In **"Tag Name"**, enter the name (maximum 50 characters, including spaces).
2. In **"Style"**, select the color.
3. Review the **"Preview"**.
4. Click **"Create Tag"**.

When you finish creating all the necessary tags: Click **"Save"** (within tag management).

Then, back in the previous window, click **"Save"**. With this configuration, agents will be able to tag messages in their conversations from **wolkvox Agent**.

3D Avatar Customization in Web Chat Widgets with Audio Call

It is now possible to customize the **3D avatar** displayed during automated audio calls in **web chat widgets** created from **wolkvox Manager**, as long as the **3D Avatar** functionality is active.

From the widget configuration, administrators can define how the avatar will look during the call, controlling its visual appearance and the graphic environment accompanying the interaction.

Benefits

• Greater visual customization of automated calls in web chat.
• More consistent experiences with brand identity when choosing avatar and background.
• More attractive and human interactions in automated audio flows.
• Visual control without affecting the conversational logic or existing flows.

Configuration

The **3D avatar** configuration is done directly from **wolkvox Manager**, following these steps:

1. Enter **Configuration** from the top right menu.
2. Go to the **Omni Channel** tab.
3. Select **Chat WEB**.
4. Click the **Edit** icon (pencil) of the desired widget.

In the **Configuration** tab, locate the **3D AVATAR** section.

1. Configure the following fields:
   1. Select Avatar: Define the avatar model to be displayed.
   2. Background (Image URL): Enter the public URL of the image that will serve as the background.
   3. Select a Plane: Define the type of visual plane (e.g., half-body).
2. Click **"Save Changes"** to apply the changes.

New WhatsApp Call Button Template in the "Respond Chat" Component

In **wolkvox Studio**, the **Respond Chat** component now includes the **"button call whatsapp (api cloud)"** template, which allows sending the customer a WhatsApp message with a button to initiate a call (voice call).

This new feature only applies to chat routing points associated with **WhatsApp API Cloud** connectors.

Important: For the call button to work, you must also have the functionality to accept calls via WhatsApp enabled in the connected WhatsApp profile.

Benefits

• Enables escalation to voice from a WhatsApp conversation, with a clear CTA ("Call").
• Reduces Friction: The customer initiates the call from the same message, without additional instructions.
• Greater Message Control: You can define the button text, body, and optionally a header (image, video, document, or text).
• Standardizes sending using a ready-to-edit template, avoiding structural errors.

Configuration

1. Left-double-click the component to open the configuration panel (right side).
2. Go to the **"Advanced"** tab.
3. In **"Templates"**, select **"button call whatsapp (api cloud)"**.
4. Click **"Load Template"** to load the JSON into the editor (black area).
5. Adjust the JSON according to your needs:
   1. type: Do not modify.
   2. display_text: Button text (what the customer will see to initiate the call).
   3. body_text: Body text of the message.
   4. In **header (optional):**
      1. type: image, video, document, or text.
      2. url: Public URL of the resource (if type is text, remove url).
   5. text_header: Header text (only if type is text; otherwise, remove text_header).
6. Click **"Save"** to apply the changes.

Expected Result for the Customer: The user will receive the message with the call option to initiate the call, according to the previous configuration.