WHY WOLKVOX? OMNICHANNEL PLATFORM WOLKVOX CRM CHATBOTS AND VOICEBOTS MANUALS

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16. Agent productivity -

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Interactios and Chat APIs

16. Agent productivity

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_15&date_ini={{date_ini}}&date_end={{date_end}}

Description:

This allows for detailed measurement of individual agent performance in the chat channel, using only chat-specific interaction metrics. This provides precise visibility into agent performance in this channel, enabling evaluation of response times, attention, and closure without mixing data from other channels like voice or email, thereby improving operational decision-making and customer experience strategies.

Benefits:

Overview: Provides a consolidated view of interaction performance, enabling quick decision-making.
Operational Efficiency: Allows for rapid identification of areas for improvement in chat management, by both bots and human agents.
Resource Optimization: Helps optimize resource allocation by showing how many chats are handled by bots and how many require human intervention.
Security: The use of an authorization token ensures that only authorized users can access the data.

How it works:

API Consumption Details

This API is consumed via the GET method.

To use this API, you must replace {{wolkvox_server}} in the URL with your operation’s server nomenclature.

You need to include the header wolkvox-token: {{token}} to use the authorization token.

Replace {{date_ini}} with the desired start date and time for your query (format YYYYMMDDHHMMSS, e.g., 20250201000000).
Replace {{date_end}} with the desired end date and time for your query (format YYYYMMDDHHMMSS, e.g., 20250228235959).

Please note that the same token cannot be consumed simultaneously. You can schedule the next API call to occur only after the previous one has successfully completed.

For operational monitoring, you can consume information every 5 minutes.

API Limits

Download limit per consumption: 60,000 records
Upload limit per consumption: 10,000 records
Date range limit for queries: 31 days
Result weight limit: 256 MB
API consumption time limit: 60 seconds
Simultaneous token consumption limit: 2 concurrent requests
Daily token limit: Number of licenses multiplied by 1000 daily tokens

Code Examples

In our Postman workspace (click here to go), you’ll find code examples that simplify integrating with our APIs across various programming languages, including cURL, Python, JavaScript, and more.

This feature is perfect for quick integrations and lets you adapt API calls to your system’s programming language.

How to Use the Code Examples:

Navigate to our Postman workspace.
Select the API you want to query.
Edit the necessary API parameters to match your goals.
In the “Code” tab, select your preferred language.
You’ll get an auto-generated code snippet, ready to use with the parameters and authentication you’ve already configured.

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
code	Response status code.	String
error	Detailed information about any error that may have occurred during the API execution.	String
msg	Informative message describing the response.	String
data	Array containing the details of closed chats per channel.	String
agent_id	Agent identification number within the Wolkvox system.	String
agent_name	Agent name.	String
total_chats	Total number of chats managed by the agent.	String
time	Total duration the agent dedicated to managing those chats.	String
tmo	Average handling time, indicating the average time the agent dedicated to a chat.	String
percent_transfer	Percentage of chats that were transferred, either to another agent or to a skill (group of agents).	String

Possible Response Codes

				
					$curl = curl_init();

curl_setopt_array($curl, array(
  CURLOPT_URL => 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_16&date_ini={{date_ini}}&date_end={{date_end}}',
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => '',
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 0,
  CURLOPT_FOLLOWLOCATION => true,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => 'GET',
  CURLOPT_HTTPHEADER => array(
    'wolkvox-token: {{wolkvox-token}}'
  ),
));

$response = curl_exec($curl);

curl_close($curl);
echo $response;

				
					curl --location --globoff 'https://wv9901.wolkvox.com/api/v2/reports_manager.php?api=chat_16&date_ini={{date_ini}}&date_end={{date_end}}' \
--header 'wolkvox-token: {{wolkvox-token}}'

				
					curl --location --globoff 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_16&date_ini={{date_ini}}&date_end={{date_end}}' \
--header 'wolkvox-token: {{wolkvox-token}}'

				
					curl --location --globoff 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_16&date_ini={{date_ini}}&date_end={{date_end}}' \
--header 'wolkvox-token: {{wolkvox-token}}'

				
					OkHttpClient client = new OkHttpClient().newBuilder()
  .build();
MediaType mediaType = MediaType.parse("text/plain");
RequestBody body = RequestBody.create(mediaType, "");
Request request = new Request.Builder()
  .url("https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_16&date_ini={{date_ini}}&date_end={{date_end}}")
  .method("GET", body)
  .addHeader("wolkvox-token", "{{wolkvox-token}}")
  .build();
Response response = client.newCall(request).execute();

				
					curl --location --globoff 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_16&date_ini={{date_ini}}&date_end={{date_end}}' \
--header 'wolkvox-token: {{wolkvox-token}}'

				
					import requests

url = "https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_16&date_ini={{date_ini}}&date_end={{date_end}}"

payload = {}
headers = {
  'wolkvox-token': '{{wolkvox-token}}'
}

response = requests.request("GET", url, headers=headers, data=payload)

print(response.text)

RESPONSE

				
					{
    "code": "200",
    "error": null,
    "msg": "X records were found",
    "data": [
        {
            "agent_id": "",
            "agent_name": "",
            "total_chats": "",
            "time": "",
            "tmo": "",
            "percent_transfer": ""
        }
    ]
}

APPLICATIONS

MULTICHANNEL DIALER

WOLKVOX STUDIO

ARTIFICIAL INTELLIGENCE

VOICE OF THE CUSTOMER

QUALITY AND PRODUCTIVITY

ANALYTICS

TELEPHONY

INTEGRATIONS

BY INDUSTRY

BY COMPANY TYPE

SMART TEAMS

AUTOMATION AND
ARTIFICIAL INTELLIGENCE

DIGITAL TRANSFORMATION

< / >

Interactios and Chat APIs

16. Agent productivity

URL:

Description:

Benefits:

How it works:

API Consumption Details

API Limits

Code Examples

How to Use the Code Examples:

Request

Response

RESPONSE

UNITED STATES

ARGENTINA

BRAZIL

CHILE

SPAIN

COLOMBIA

GUATEMALA

MEXICO

DOMINICAN REPUBLIC

PERU

APPLICATIONS

MULTICHANNEL DIALER

WOLKVOX STUDIO

ARTIFICIAL INTELLIGENCE

VOICE OF THE CUSTOMER

QUALITY AND PRODUCTIVITY

ANALYTICS

TELEPHONY

INTEGRATIONS

BY INDUSTRY

BY COMPANY TYPE

SMART TEAMS

AUTOMATION AND ARTIFICIAL INTELLIGENCE

DIGITAL TRANSFORMATION

< / >

Interactios and Chat APIs

16. Agent productivity

URL:

Description:

Benefits:

How it works:

API Consumption Details

API Limits

Code Examples

How to Use the Code Examples:

Request

Response

RESPONSE

UNITED STATES

ARGENTINA

BRAZIL

CHILE

SPAIN

COLOMBIA

GUATEMALA

MEXICO

DOMINICAN REPUBLIC

PERU

AUTOMATION AND
ARTIFICIAL INTELLIGENCE