URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_7&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report indicates in detail the calls and level of service per hour, per skill and per day, taking into account the number of calls received, the percentage of abandonment and the time the customer waits on the line to be attended.
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 very detailed hourly tracking for all skills/services per day.
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 |
|---|---|---|
| date | Indicates the date with format year-month-day-time | String |
| skill_id | Refers to the numerical identification of the skill | String |
| skill_name | Skill name | String |
| hour | Indicates the time | 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 |
| wait_time | Indicates the waiting time | String |
| abandon | Indicates the percentage of inbound calls hung up by the client prior to the consultant’s attention. | String |
| aht | Average customer service time by the advisor (Average Handle Time) | String |
| asa | Indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer). | String |
| ata | Indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment). | String |