URL:
Description:
This report provides a detailed summary of the call and time management of the operation’s agents. It allows consulting the type of call (inbound, outbound and internal) indicating the total number of calls; it also discriminates the total time that the consultant was in states such as ready, ACW, Ring, login, AHT, occupation and auxiliary times per hour.
Benefit:
This report allows you to measure individual agent productivity per hour by taking into account the time spent on call handling and time.
How it works:
REQUEST
NAME | DESCRIPTION | TYPE |
---|---|---|
api | API required | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
RESPONSE
NAME | DESCRIPTION | TYPE |
---|---|---|
operation | Indicates the name of the operation | String |
date | Indicates the date in year-month-day format | String |
hour | Indicates in military time format | String |
agent_id | Refers to the numerical ID of each wolkvox user Agent | String |
agent_dni | Refers to the ID of each wolkvox user Agent | String |
agent_name | Name of the agent | String |
calls | the number of calls (inbound, outbound and internal) | String |
calls_inbound | The number of inbound calls handled by the agent | String |
calls_outbound | The number of outbound calls handled by an agent | String |
calls_internal | Refers to calls handled inside the operation | String |
ready_time | Indicates the time that the agent has remained in the auxiliary ready state | String |
inbound_time | Indicates the time the agent has handled inbound calls | String |
outbound_time | Indicates the time the agent has handled outbound calls | String |
acw_time | Is the time the agent has spent in developing the required activities after the end of the call | String |
ring_time | Indicates the time elapsed from the time the call is dialed until it is answered | String |
login_time | Indicates the time the agent remained logged into wolkvox Agent | String |
aht | Average Handling Time measures the time an agent takes to handle a customer | String |
occupancy | ndicates the consolidated time the agent was busy with calls or call documentation | String |
aux_time | Is the time the agent has been in auxiliary states | String |
URL:
Description:
This report provides a detailed summary of the call and time management of the operation’s agents. It allows consulting the type of call (inbound, outbound and internal) indicating the total number of calls; it also discriminates the total time that the consultant was in states such as ready, ACW, Ring, login, AHT, occupation and auxiliary times per hour.
Benefit:
This report allows you to measure individual agent productivity per hour by taking into account the time spent on call handling and time.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | API required | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
operation | Indicates the name of the operation | String |
date | Indicates the date in year-month-day format | String |
hour | Indicates in military time format | String |
agent_id | Refers to the numerical ID of each wolkvox user Agent | String |
agent_dni | Refers to the ID of each wolkvox user Agent | String |
agent_name | Name of the agent | String |
calls | the number of calls (inbound, outbound and internal) | String |
calls_inbound | The number of inbound calls handled by the agent | String |
calls_outbound | The number of outbound calls handled by an agent | String |
calls_internal | Refers to calls handled inside the operation | String |
ready_time | Indicates the time that the agent has remained in the auxiliary ready state | String |
inbound_time | Indicates the time the agent has handled inbound calls | String |
outbound_time | Indicates the time the agent has handled outbound calls | String |
acw_time | Is the time the agent has spent in developing the required activities after the end of the call | String |
ring_time | Indicates the time elapsed from the time the call is dialed until it is answered | String |
login_time | Indicates the time the agent remained logged into wolkvox Agent | String |
aht | Average Handling Time measures the time an agent takes to handle a customer | String |
occupancy | ndicates the consolidated time the agent was busy with calls or call documentation | String |
aux_time | Is the time the agent has been in auxiliary states | String |
URL:
Description:
This report provides a detailed summary of the call and time management of the operation’s agents. It allows consulting the type of call (inbound, outbound and internal) indicating the total number of calls; it also discriminates the total time that the consultant was in states such as ready, ACW, Ring, login, AHT, occupation and auxiliary times per hour.
Benefit:
This report allows you to measure individual agent productivity per hour by taking into account the time spent on call handling and time.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | API required | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
operation | Indicates the name of the operation | String |
date | Indicates the date in year-month-day format | String |
hour | Indicates in military time format | String |
agent_id | Refers to the numerical ID of each wolkvox user Agent | String |
agent_dni | Refers to the ID of each wolkvox user Agent | String |
agent_name | Name of the agent | String |
calls | the number of calls (inbound, outbound and internal) | String |
calls_inbound | The number of inbound calls handled by the agent | String |
calls_outbound | The number of outbound calls handled by an agent | String |
calls_internal | Refers to calls handled inside the operation | String |
ready_time | Indicates the time that the agent has remained in the auxiliary ready state | String |
inbound_time | Indicates the time the agent has handled inbound calls | String |
outbound_time | Indicates the time the agent has handled outbound calls | String |
acw_time | Is the time the agent has spent in developing the required activities after the end of the call | String |
ring_time | Indicates the time elapsed from the time the call is dialed until it is answered | String |
login_time | Indicates the time the agent remained logged into wolkvox Agent | String |
aht | Average Handling Time measures the time an agent takes to handle a customer | String |
occupancy | ndicates the consolidated time the agent was busy with calls or call documentation | String |
aux_time | Is the time the agent has been in auxiliary states | String |