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APIs Reports Manager

11. Calls and service level per interaction EN

URL: https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_11&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}} Description: This report indicates the quantity of managed interactions and the level of service of the attention in channels such as email, twitter, instagram, WhatsApp, Facebook, Telegram, among others, taking into account the % of abandonment, ASA and ATA. Benefit: Identifying the level of service is important for operations because this indicator can be, in addition to an objective, a real performance measurement. This report allows evaluating the level of service of the management of interactions through social networks and instant messaging applications. 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 should be used to use the authorization token.
  • Note that the same token can not 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 track your operation you can make a consumption every 5 minutes of the information.
  • This API can receive the parameter skill_id=all.
REQUEST
NAME DESCRIPTION TYPE
api Type of report required String
skill_id Numeric Identification of the Skill String
date_ini Initial Date (YYYYmmddHHiiss) String
date_end Final Date (YYYYmmddHHiiss) String
RESPONSE
NAME DESCRIPTION TYPE
type_interaction Indicates the type of interaction String
inbound_calls It is the total of calls that enter the operation String
answer_calls It is the total of inbound calls attended by the agent String
abandon_calls It is the total of inbound calls hung up by the customer before the advisor‘s attention String
service_level_10seg It indicates the% of calls that were attended before 10 seconds String
service_level_20seg It indicates the% of calls that were attended before 20 seconds String
service_level_30seg It indicates the% of calls that were attended before 30 seconds String
abandon It indicates the percentage of inbound calls hung up by the customer before the advisor‘s attention String
asa It indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer) String
ata It indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment) String
Posibles códigos de respuesta
200, 400, 401, 403, 404, 405, 412, 416 
				
					$curl = curl_init();

curl_setopt_array($curl, array(
  CURLOPT_URL =&gt; 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_11&amp;skill_id={{skill_id}}&amp;date_ini={{YYYYmmddHHiiss}}&amp;date_end={{YYYYmmddHHiiss}}',
  CURLOPT_RETURNTRANSFER =&gt; true,
  CURLOPT_ENCODING =&gt; '',
  CURLOPT_MAXREDIRS =&gt; 10,
  CURLOPT_TIMEOUT =&gt; 0,
  CURLOPT_FOLLOWLOCATION =&gt; true,
  CURLOPT_HTTP_VERSION =&gt; CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST =&gt; 'GET',
  CURLOPT_HTTPHEADER =&gt; array(
    'wolkvox-token: {{token}}'
  ),
));

$response = curl_exec($curl);

curl_close($curl);
echo $response;

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "type_interaction": "",
            "inbound_calls": "",
            "answer_calls": "",
            "abandon_calls": "",
            "service_level_10seg": "",
            "service_level_20seg": "",
            "service_level_30seg": "",
            "abandon": "",
            "asa": "",
            "ata": ""
        }
    ]
}

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