Agent Key

A new floating pop-up window has been implemented in the wolkvox Agent Desktop application. This call simulation/attention window is automatically activated when the advisor moves to another window/program on their device during an active interaction. This improvement is specifically designed for sessions with video calls enabled, allowing constant visibility of the video stream (both from the user/customer's camera and the agent's camera) without losing sight of the interaction while navigating other applications or CRMs.

Benefits

• Intelligent Orchestration (Sub-agents): Coordinates and delegates specific tasks to expert sub-agents dynamically without the need to manually create complex linear bifurcations.
• Simplification and Script Cleanup: Transforms extensive diagrams into linear and highly efficient flows where the AI engine decides which sub-agent to invoke based on the context's needs.
• Operational Autonomy: Capable of executing integrated tasks such as checking recent emails, scheduling meetings in the calendar, analyzing intents, and updating records in databases.
• Flexibility and Adaptability: Allows configuring different language models (Fast, Smart, Reasoning, or Automatic) and defining specific tools (Tools) tailored to the operation's objective.

Microsoft 365 Shared Inboxes

A new configuration option has been incorporated that allows associating Microsoft 365 shared inboxes with a main account. The inboxes can be detected automatically or added manually, access can be validated, and they become available as independent channels without altering the functionality of the main account.

Benefits

• Simplified Configuration: Inboxes are detected, validated, and selected from the same account form without creating each one as an independent account.
• Greater Coverage: A single login allows receiving and responding to emails from multiple shared inboxes.

Chat and Interactions Dashboard Redesign

The chat and interactions dashboard has been modernized, incorporating a more comprehensive and updated interface to facilitate monitoring of agents and conversations. The redesign integrates new visualization, filtering, and sorting capabilities, along with indicators for unattended chats, sentiment, and first response time, while keeping the information synchronized in real-time.

Benefits

• Improved supervision experience: A clearer and more organized interface makes it easier to monitor operations.
• Greater visibility: Incorporates new indicators that allow quickly identifying states, critical conversations, and agent performance.
• More efficient management: Facilitates searching, filtering, sorting, and tracking of conversations that require attention.