URL:
Description:
This report delivers a detailed summary of the calls attended by an agent in the operation, allowing to consult the id and type of call, name of the agent, skill and associated campaign; It also presents the destination and the data associated with the customer.
Benefit:
Assess customer satisfaction taking into account the particular performance of the agents that are part of the operation, since by knowing the customer‘s voice you can act in a timely manner.
How it works:
- This API is consumed by GET method.
- To consume this API you must replace in the url {{wolkvox_server}} by the nomenclature of the operation server.
- The wolkvox–token header must be used to make use of the authorization token.
- Keep in mind that the same token cannot be consumed simultaneously, so you can program that the next API is consumed when the result of the previous one is successful.
- In terms of time, to follow up your operation you can make a consumption every 5 minutes of the information.
| 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 |
| conn_id | Corresponds to the call identification number | String |
| type_call | It is the type of call (inbound, outbound and internal) | String |
| date | Indicates the date in the format year–month–day–Hour | String |
| agent_id | Refers to the numeric identification of each of the Wolkvox Agent users | String |
| agent_name | Name of the agent | String |
| skill | It is the numeric identification of the skill | String |
| duration | Indicates the duration of the interaction in seconds | String |
| cod_act | It is the ID of the typification or coding code used by the agent for a general task | String |
| cod_act_2 | It is the ID of the typification or coding code used by the agent for a specific task | String |
| telephone | Indicates the telephone number to which the call was made | String |
| hung_up | Indicates who ended the interaction | String |
| comment | Text type comment of the interaction | String |
| screecbox | Indicates if the interaction is being monitored | String |
| agent_status | Details the agent‘s status | String |
| customer_id | Corresponds to the customer identification number | String |
| destiny | Indicates the destination of the call | String |
| time | Indicates the total elapsed time | String |
| campaign_id | Refers to the numerical identification of each of the users of the campaign | String |