URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_1&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
Taking into account the total of inbound calls, the abandonment rate and the customer wait time on the line to be attended, this report allows tracking individually by skill to the service level of the operation and to the consolidated of incoming calls.
Benefit:
Identifying the service level is important for operations because this indicator can be in addition to a goal, a real performance measurement. This report allows tracking by skill individually.
How it works:
- To consume this API you must replace {{wolkvox_server}} in the url with the server naming of the operation.
- You must make use of the wolkvox–token header to make use of the authorization token.
- Keep in mind that the same token cannot be consumed simultaneously, so you can program the next API to be consumed when the result of the previous one is successful.
- In terms of time, to track your operation you can consume the information every 5 minutes.
- This API can receive the parameter skill_id=all.
| REQUEST |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| api | Type of report required | String |
| skill_id | Numerical identification of the skill | String |
| date_ini | Initial Date (YYYYmmddHHiiss) | String |
| date_end | Final Date (YYYYmmddHHiiss) | String |
| RESPONSE |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| skill_name | Refers to the skill‘s name | String |
| skill_id | Refers to the skill‘s numerical identification | String |
| inbound_calls | Refers to the total of incoming calls to the operation | String |
| answer_calls | Refers to the total of answered inbound calls by the agent | String |
| abandon_calls | Refers to the total of inbound calls hung up by the client before the attention of the adviser | String |
| service_level_10seg | Indicates the % of calls that were answered before 10 seconds | String |
| service_level_20seg | Indicates the % of calls that were answered before 20 seconds | String |
| service_level_30seg | Indicates the % of calls that were answered before 30 seconds | String |
| abandon | Indicates the percentage of inbound calls hung up by the client before the attention of the adviser | String |
| asa | Indicates the average time in seconds for the client to wait in the line to be attended (Average Speed Answer) | String |
| ata | Indicates the average time in seconds for the client to wait in the line before abandoning (Average Time Abandonment) | String |