URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_2&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report shows the consolidated use of the Smart Hold feature by indicating the skill in which it was used, calls handled, customers who accepted or declined the service, effective and ineffective calls, as well as the impact of the feature on the level of service.
Benefit:
The intelligent standby functionality is automatically activated when the target service level is at risk. This report allows you to follow up on this tool that ensures the service level.
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 |
|---|---|---|
| skill_id | Corresponds to the identification number of the skill | String |
| treatment | Number of calls that entered the intelligent standby system | String |
| customer_say_no | Refers to the number of users who did not choose to be contacted later | String |
| customer_say_yes | Refers to the number of users who chose to be contacted later | String |
| recall_fail | Indicates the number of unsuccessful smart hold callbacks | String |
| recall_ok | Indicates the number of smart hold callbacks that were successfu | String |
| service_level_up | Indicates the percentage by which intelligent hold increased the service level in that skill | String |