URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=skills&skill_id={skill_number}
Description:
Consult in Skill in real time the calls in queue, the number of incoming calls specifying answered and abandoned calls, the level of service and the percentage of abandonment.
Benefit:
Identifying the service level is important for operations because this indicator can be not only an objective, but also a real performance measurement. This report makes it possible to track by skill in real time.
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 server nomenclature of the operation.
- You must replace {skill_number} by the identification number of the skill for which you want to generate the report.
- 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 |
| RESPONSE |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| skill_id | Refers to the numerical identification of the skill | String |
| skill_name | Skill name | String |
| calls_in_queue_now | Indicates the number of calls in queue to be attended by agent | String |
| stat_inbound | Statistics of incoming calls | String |
| stat_answer | It is the statistics of the calls attended | String |
| stat_abandon | It is the statistic of abandoned calls | 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 |
| by_abandon | It is the percentage of inbound calls hung up by the client before the consultant’s attention. | String |