URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_5&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
Taking into account the number of incoming calls and the average customer service time in seconds, the system calculates the required workforce per hour and per skill.
Benefit:
Calculate the hourly labor force required to maintain the operation’s optimum service levels.
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 | Inicial Date (YYYYmmddHHiiss) | String |
| date_end | Final Date (YYYYmmddHHiiss) | String |
| RESPONSE |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| skill_id | Numerical identification of the skill | String |
| hour | Indicates the time | String |
| inbound_calls | Total number of calls entering the operation | String |
| inbound_calls_unique_customers | The total number of incoming calls to the operation from the same customer. | String |
| aht | Average customer service time by the advisor (Average Handle Time) | String |
| agents_needed | Indicates the number of agents required in the operation. | String |