URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_9&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report allows you to consult all the skills of the operation or by specific skill to identify the time that customers wait on the line without being served before leaving the interaction. The waiting time is measured by 10-second time intervals.
Benefit:
Through this report it is possible to identify the time that customers wait in line before leaving the interaction, allowing to evaluate whether the number of agents available is sufficient to meet user demand.
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 |
|---|---|---|
| skill_id | Refers to the numerical identification of the skill | String |
| skill_name | Skill name | String |
| abandon_calls | The total number of inbound calls hung up by the client before the consultant’s attention. | String |
| abandon_0seg_10seg | It is the result of inbound calls hung up between 0 and 10 seconds by the customer before the consultant’s attention. | String |
| abandon_11seg_20seg | It is the result of inbound calls hung up between 11 and 20 seconds by the customer before the advisor’s attention. | String |
| abandon_21seg_30seg | It is the result of inbound calls hung up between 21 and 30 seconds by the customer before the consultant’s attention. | String |
| abandon_31seg_40seg | It is the result of inbound calls hung up between 31 and 40 seconds by the customer before the consultant’s attention. | String |
| abandon_41seg_50seg | It is the result of inbound calls hung up between 41 and 50 seconds by the customer before the consultant’s attention. | String |
| abandon_greater_than_51seg | It is the result of inbound calls hung up in a time greater than or equal to 51 seconds by the client before the consultant’s attention. | String |