URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_2&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report shows the content of the chat conversations managed by the advisors, indicating specifically the messages shared during the service, the date of the conversation and the identification of the client and advisor.
Benefit:
By knowing the content of the messages shared by customers, you can verify if the chat service is aligned with the quality standards of the operation, if you obtained a response on first contact and identify for which procedures customers prefer chat channels.
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 server of the operation.
- The wolkvox-token header must be used to make use of the authorization token.
- Note that the same token cannot be consumed simultaneously, so you can schedule the next API to be consumed when the result of the previous one is successful.
- In terms of time, to keep track of your operation you can make a consumption every 5 minutes of the information.
| 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 |
| agent_name | Name of the agent | String |
| customer_name | Name of the customer | String |
| channel | Refers to the channel used in the interaction | String |
| from | Indicates the sender | String |
| from_name | Indicates the name of the sender | String |
| to_name | Indicates the name of the person receiving the message | String |
| date | Indicates the date in year-month-day-time format | String |
| message | Details the messages sent and received by the agent and customer | String |
| customer_id | Corresponds to the customer identification number | String |
| feeling | Sentiment recognized | String |