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URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_1_3&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report indicates, by call quantity and time, each menu option used in each routing point of your operation.

Benefit:

This report provides valuable information to enhance the effectiveness and user satisfaction in IVR interactions, which in turn can have a positive impact on operational efficiency and strategic decision-making in a contact center.

How it works?

REQUEST

NAME DESCRIPTION TYPE
api Required report type String
date_ini Start date (YYYYmmddHHiiss) String
date_end End date (YYYYmmddHHiiss) String

RESPONSE

NAME DESCRIPTION TYPE
rp_id This is the unique identifier or ID of the IVR Routing Point. Each routing point in the IVR has a specific ID that distinguishes it. String
calls It indicates the number of calls that have passed through that menu option in the routing point. String
time It indicates the total amount of time consumed in that menu option of the routing point. String
cod_opc_menu It displays the option the customer pressed in the IVR. This column may show the value “PULSE,” which means the customer didn’t manage to press an option on their keypad in time. String

Possible response codes

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "rp_id": " ",
            "calls": " ",
            "time": " ",
            "cod_opc_menu": " "
        }
    ]
}
				
			

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_1_3&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report indicates, by call quantity and time, each menu option used in each routing point of your operation.

Benefit:

This report provides valuable information to enhance the effectiveness and user satisfaction in IVR interactions, which in turn can have a positive impact on operational efficiency and strategic decision-making in a contact center.

How it works?

NAME DESCRIPTION TYPE
api Required report type String
date_ini Start date (YYYYmmddHHiiss) String
date_end End date (YYYYmmddHHiiss) String

NAME DESCRIPTION TYPE
rp_id This is the unique identifier or ID of the IVR Routing Point. Each routing point in the IVR has a specific ID that distinguishes it. String
calls It indicates the number of calls that have passed through that menu option in the routing point. String
time It indicates the total amount of time consumed in that menu option of the routing point. String
cod_opc_menu It displays the option the customer pressed in the IVR. This column may show the value “PULSE,” which means the customer didn’t manage to press an option on their keypad in time. String

Possible response codes

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "rp_id": " ",
            "calls": " ",
            "time": " ",
            "cod_opc_menu": " "
        }
    ]
}
				
			

< / >

APIs Reports Manager

1.3. IVR Calls and Minutes by Menu Option

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_1_3&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report indicates, by call quantity and time, each menu option used in each routing point of your operation.

Benefit:

This report provides valuable information to enhance the effectiveness and user satisfaction in IVR interactions, which in turn can have a positive impact on operational efficiency and strategic decision-making in a contact center.

How it works?

  • The consumption of this API is done using the GET method.
  • To consume this API, you should replace {{wolkvox_server}} in the URL with the operation server’s nomenclature.
  • You must use the “wolkvox-token” header to utilize the authorization token.
  • Keep in mind 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 timing, for operational tracking, you can consume the information every 5 minutes.

NAME DESCRIPTION TYPE
api Required report type String
date_ini Start date (YYYYmmddHHiiss) String
date_end End date (YYYYmmddHHiiss) String

NAME DESCRIPTION TYPE
rp_id This is the unique identifier or ID of the IVR Routing Point. Each routing point in the IVR has a specific ID that distinguishes it. String
calls It indicates the number of calls that have passed through that menu option in the routing point. String
time It indicates the total amount of time consumed in that menu option of the routing point. String
cod_opc_menu It displays the option the customer pressed in the IVR. This column may show the value “PULSE,” which means the customer didn’t manage to press an option on their keypad in time. String

Possible response codes

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "rp_id": " ",
            "calls": " ",
            "time": " ",
            "cod_opc_menu": " "
        }
    ]
}
				
			
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