URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_6&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report provides hourly time and call management of the group advisors that are part of the operation. It indicates individually per hour 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 the group productivity of the agents 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 |
|---|---|---|
| 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 in which the agent was busy on calls or call documentation. | String |
| aux_time | The time the agent has remained in auxiliary states. | String |