URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_4&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
Taking into account the total inbound calls, the percentage of abandonment and the time the customer waits on the line to be attended to, this report allows hour-by-hour tracking of the operation’s service level and the consolidation of inbound calls.
Benefit:
Identifying the level of service hour by hour 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 | 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 |
| aht | Average customer service time by the advisor (Average Handle Time) | String |
| ata | Indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment). | String |