Symptom / Need

The customer reports that when the agent is on a call (Talk state), whether the agent or the customer hangs up the call, the tool immediately goes to the Logout state instead of switching to ACW .

Context / Scenarios

This failure occurs in Wolkvox Agent immediately upon completion of the call interaction (disconnection by the agent or the client).

Answer / Solution

Minimum information required

To document the ticket, attempt to resolve the issue, or escalate it to another level, you need to collect the following data from the customer's transaction:

• Name of the affected operation.
• Operation server.
• Affected environments (Desktop and/or Web).
• Percentage of affected.
• IDs of the affected agents.
• Connectivity (Network status).

Initial Validations and Troubleshooting)

To perform the technical diagnosis and resolve the issue before considering escalation, run the following check procedure in order:

1. Check for server updates: Verify if any recent updates have been made to the server of the affected operation.
2. Validate server resources: Check the performance and status of the server's physical resources.
3. Validate tool version: Check the version of the Wolkvox Agent application that is being run by the affected user.
4. Validate latency report: Analyzes network connection latency reports.

Remember that to access the latency report, you can use the following URL structure: https://wv{SERVER}.wolkvox.com/ipdialbox/latency.php?id={OPERATION}

Replace {SERVER} with the client's server identifier and {OPERATION} with the exact name of the affected operation. For example, if the server is 0001 and the operation is client-sac, the URL would be:

https://wv0001.wolkvox.com/ipdialbox/latencia.php?id=cliente-sac

5. Testing in a controlled environment (Network Status and Equipment Resources): Requests the client to perform tests in a controlled environment by actively monitoring network behavior and resource consumption of the computer where the failure occurs.
6. Testing from a different network: Ask the customer to test the tool from a different network connection to isolate local connectivity failures.
7. Generate WolkVox Agent Log: Extract and review the WolkVox Agent log file to identify runtime errors. To generate the WolkVox Agent (Agentbox) log, we recommend reviewing the following article: https://helpcenter.wolkvox.com/wvx-voice-interaction/como-es-el-procedimiento-para-la-activacion-del-log-de-agentbox?from_search=240682146&swifty_search_highlight=como+activar+el+log+de+agentbox
8. Wolkvox testing: Ask the client to create a test agent so you can perform cross-testing from the Wolkvox team to validate if the same issue occurs.
9. Validate the agentbox configuration in Wolkvox Manager , verifying the time limit that is parameterized, as this parameter may be related to the reported logout.

Escalation

If, after exhausting and thoroughly verifying each of the troubleshooting steps, the tool continues to change to Logout status after the call ends, proceed to document the ticket with the data and evidence collected and escalate the case to Level 2 (Core Team).