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APIs Reports Manager

4.2. Calls and level of service per 10-minute interval En

URL: https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_4_2&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}} Description: Taking into account the total number of inbound calls, the percentage of abandonment and the time the customer waits on the line to be attended, this report allows you to track every 10 minutes the service level of the operation and the consolidation of inbound calls. Benefit: Identifying the level of service by 10-minute intervals is key for operations because it allows them to identify those specific times of the day when the operation is not meeting the service target. This report makes it possible to follow up on a day-by-day basis. 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.
  • 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_id Refers to the numerical identification of the skill String
hour Indicates the time (in 10-minute intervals) String
inbound_calls Total number of calls entering the operation String
answer_calls Total number of inbound calls handled by the agent String
abandon_calls The total number of inbound calls hung up by the client before the consultant’s attention. String
service_level_10seg Indicates the % of calls that were answered within 10 seconds. String
service_level_20seg Indicates the % of calls that were answered within 20 seconds. String
service_level_30seg Indicates the % of calls that were answered within 30 seconds. String
asa Indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer). String
abandon Indicates the percentage of inbound calls hung up by the client prior to the consultant’s attention. String
ata Indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment). String
Posibles códigos de respuesta
				
					$curl = curl_init();

curl_setopt_array($curl, array(
  CURLOPT_URL =&gt; 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_4_2&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": [
        {
            "skill_id": "",
            "hour": "",
            "inbound_calls": "",
            "answer_calls": "",
            "abandon_calls": "",
            "service_level_10seg": "",
            "service_level_20seg": "",
            "service_level_30seg": "",
            "asa": "",
            "abandon": "",
            "ata": ""
        }
    ]
}
				
			

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