URL:
Description:
This report provides hourly time and call management of the individual advisors that are part of the operation. It indicates on an individual hourly basis the total number of calls handled (inbound/ outbound/ internal), the time used in each phase of customer service (Ring time, ACW and AHT), the time logged and the occupancy.
Benefit:
This report allows a one-hour interval measurement of individual agent productivity taking into account the time spent handling the call and the time spent in each state.
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 |
|---|---|---|
| agent_name | Agent’s name | String |
| agent_id | Refers to the numeric user that is assigned to each wolkvox Agent user. | String |
| hour | Indicates in military time format the activities performed by the agent. | String |
| calls | Indicates number of calls (inbound, outbound and internal) | String |
| inbound | The number of incoming calls handled by the agent. | String |
| outbound | The number of outgoing calls handled by an agent. | String |
| internal | Refers to calls handled within the operation. | String |
| ready_time | Indicates the time that the agent has remained in auxiliary ready state | String |
| inbound_time | Indicates the time the agent has been handling inbound calls | String |
| outbound_time | The number of outgoing calls handled by an agent. | String |
| acw_time | The time spent by the agent in performing the required activities after the end of the call. | String |
| ring_time | Indicates the time elapsed from the time the call is dialed to the time it is answered | String |
| login_time | Indicates the time the agent remained logged on to wolkvox Agent | String |
| aht | Average Handling Time or Average Call Time measures the time it takes an agent to serve a customer. | String |
| occupancy | Indicates the consolidated time the agent was busy on calls or call documentation. | String |
| aux_time | The time the agent has remained in auxiliary states. | String |