Symptom or Need

The client reports that when accessing the Speech and Text Analyzer module from the desktop version of Wolkvox Manager, the settings tab is missing, and the reports (specifically the "1. CDR speech" report) do not display data for the required period. However, data is recorded in the Dashboard module, and the settings tab is displayed correctly when accessing it from the Wolkvox Manager Web version or earlier versions of the Manager.

Context / Scenarios

This scenario occurs specifically in the Desktop version of Wolkvox Manager, during administration or querying in the Voice and Text Analyzer module, the user experiences a double visual anomaly: the configuration tab does not load and the "1. CDR speech" report appears without data for the queried dates.

The key peculiarity of this context is that there is no service outage or actual loss of information in the database, as the scenario presents the following conditions:

• If the user checks the Dashboard module, the data for that same period is indeed recorded and visible.
• If the user logs in from the Web version of Wolkvox Manager or from an earlier version of the desktop application, both the settings tab and the data load normally.
• The anomalous behavior in the desktop version is replicated in other operations, ruling out that it is a problem exclusive to a single client.

Answer / Solution

Minimum information required

Before starting troubleshooting, record the following data to accurately assess the technical scope of the incident:

1. Infrastructure data: Name of the affected operation and the server on which it is hosted.
2. Cross-environment testing: Explicit confirmation of affected environments. You must validate and record whether the failure is replicated in the web version or if it occurs exclusively in the desktop version of Wolkvox Manager. 
    

Initial Validations and Troubleshooting

To rule out configuration or environment errors, perform the following diagnostic steps:

1. Version and environment review: Validate the exact version of Desktop Manager in which the failure occurs and test with both an older version and Web Manager to see if the issue is replicated.
2. Service status: Confirms that the Voice and Text Analyzer service is active.

Go to the Settings module, navigate to the Wolkvox Agentic Director tab, verify that the Activate Text Analysis and Activate Speech Analytics boxes are active and have defined the percentages of chats and calls to which the analysis is required.

If you detect any configuration flaws, support the client in self-management and remind them that whenever adjustments are made to the Wolkvox Manager configuration, the changes must be saved.

3. Change Audit: Review the audit log within the date range reported by the client to rule out manual service disconnections or deactivations. When performing the search, use keywords such as: Enabled, Disabled, VOC, Speech, Analytics.
4. Local scope test: Confirms if the incident is replicated in another operation hosted within the same server that also has this service active.
5. Update review: Check if there were any recent updates on the server.

Escalation

If, after performing the initial validations, you confirm that the service is active and the audit logs rule out disconnections or manual deactivations, escalate the case to Level 3 (Core Team), registering and attaching the following documentation:

• Infrastructure evidence: Record that the service is active without interruptions recorded in the audit log.
• Cross-environment testing: Explicit confirmation of the behavior of the web version versus the desktop version of Wolkvox Manager.
• Exclusion of human action: Capture or traceability that demonstrates that there was no manual shutdown of the service during the audit.

Contingency: Whenever display failures are reported in the desktop version of Wolkvox Manager, we recommend that the client use the Web version as a contingency while the incident is being resolved.