URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=agents
Description:
This report provides a real–time complete view of agent management by summarizing each advisor‘s activity individually, indicating the total of managed calls (inbound/outbound/internal), the time used in each customer service phase (Ring time, ACW and AHT), Log In date and hour, and current status time.
Benefit:
This report allows to measure the individual productivity of the agents taking into account the time dedicated to the management of calls.
how it works:
- This API is consumed by GET method.
- To consume this API you must replace {{wolkvox_server}} in the url by the nomenclature of the operation server.
- The wolkvox–token header must be used to use the authorization token.
- Keep in mind that the same token cannot be consumed simultaneously, so you can program the next API to be consumed when the result of the previous one is successful.
- In terms of time, to track your operation you can consume the information every 5 minutes.
| REQUEST |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| api | Type of report required | String |
| RESPONSE |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| agent_id | Refers to the numerical identification of each of the users of Wolkvox Agent. | String |
| agent_name | Name of the Agent. | String |
| agent_status | Details the auxiliary status of the agent. | String |
| calls | Indicates the number of calls (inbound, outbound and internal). | String |
| inbound | It is the number of incoming calls attended by the agent. | String |
| outbound | It is the number of outgoing calls managed by an agent. | String |
| internal | It refers to the calls managed within the operation. | String |
| time_state_now | Indicates in seconds the current time that the agent has been in the auxiliary state. | String |
| ready_time | Indicates the time that the agent has been in the ready auxiliary state. | String |
| inbound_time | Indicates the time that the agent has managed incoming calls. | String |
| outbound_time | It is the number of outgoing calls managed by an agent. | String |
| acw_time | It is the time that the agent has spent developing the activities required after the end of the call. | String |
| ring_time | Indicates the time elapsed from the call being marked until it is answered. | String |
| login_time | Indicates the amount of time the agent was connected in Wolkvox Agent. | String |
| aht_time | Average customer service time by the advisor (Average Handle Time) | String |
| ocupation | Indicates the amount of time the agent was busy with calls or call documentation. | String |
| aux_time | The amount of time the agent has remained in auxiliary states. | String |