Introduction

The **Call Fusion** component allows you to consolidate all calls that are part of the same customer interaction into a single recording. This is especially useful when a case requires multiple transfers, call backs, or follow-ups within the same day, enabling you to consolidate the traceability and analysis of that interaction into a single recording.

This component is available exclusively in **Agent Scripting** within **wolkvox Studio** and must be placed after the call coding, once the interaction has already ended.

Configuration

In the right configuration panel, you will find the **"Criteria for Merging Calls"** field. You can choose between:

• telephone: Merges all calls associated with the same customer phone number.
• id_customer: Merges calls based on the customer's unique registered identifier.

Select the criterion that best fits your operation or management model.

How Call Fusion Works

The process applies under the following conditions:

• Time Window
  • Only calls that:
    • correspond to the same phone number or id_customer
    • occurred within a 24-hour range prior to the current call
• Maximum Allowed
  • A maximum of 15 transfers per call is allowed for successful merging.
  • If the interaction exceeds this limit, merging will not be possible.
• Result in Data Monitor
  • Once the component is executed:
    • Data Monitor will record all individual recordings.
    • Additionally, a unified recording will appear, containing the ordered concatenation of all the calls in the interaction.