URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report allows tracking of the calls that enter the IVR (routing, start date – end) and are transferred (go to agent) to agent (ID, name, attention time and typification), detailing the call ID, the total attention time, the type of call and the customer data (phone and identification).
Benefit:
It allows to evaluate the retention and self–management of the IVR by verifying the design of the attention diagram to optimize it and improve the attention to the final user.
How it works:
- The consumption of this API is done 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 use 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 track your operation you can consume the information every 5 minutes.
| REQUEST |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| api | Type of report required | String |
| date_ini | Initial Date (YYYYmmddHHiiss) | String |
| date_end | Final Date (YYYYmmddHHiiss) | String |
| RESPONSE |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| conn_id | Corresponds to the call identification number | String |
| time_on_rp | It is the total amount of time the user has navigated in the IVR | String |
| end_date_rp | Indicates the date in the format year–month–day–hour of the IVR start | String |
| rp_id | Corresponds to the routing point identification number | String |
| ani | Indicates the telephone number from which the customer communicated | String |
| customer_id | Corresponds to the customer identification number | String |
| time_on_skill | It is the total amount of time that has remained in the skill | String |
| skill_id | Corresponds to the skill identification number | String |
| skill_result | Indicates whether or not there was a response in the IVR | String |
| go_to_agent | Indicates the transfer to an agent | String |
| agent_id | Corresponds to the agent identification number | String |
| agent_name | Name of the agent | String |
| time_with_agent | It is the total amount of time that has been in contact with an agent | String |
| cod_act | is the ID of the typification or coding code used by the agent for a general task | String |
| cod_act_2 | is the ID of the typification or coding code used by the agent for a specific task | String |
| type_interaction | indicates the type of call, it can be inbound, outbound and internal | String |
| total_time | is the sum of time that the customer has been navigating in IVR and being attended by the agent | String |