URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_6&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
Taking into account the dnis and the number of calls generated from the same number, the percentage of abandonment and the time the customer waits on the line to be answered, this report allows you to track the level of service of the operation and the consolidation of incoming calls.
Benefit:
Identifying the level of service through dnis is key for operations because it allows to identify not only the level of service, but also to observe which customers have not solved their request in the first contact and communicate several times.
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 |
|---|---|---|
| dnis | Identifies the telephone number dialed by the customer | 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 |