URL:
Description:
This report delivers a detailed summary of the calls attended by an agent in the operation, allowing to consult the id and type of call, name of the agent, skill and associated campaign; It also presents the destination and the data associated with the customer.
Benefit:
Assess customer satisfaction taking into account the particular performance of the agents that are part of the operation, since by knowing the customer‘s voice you can act in a timely manner.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | API required | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date(YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
operation | Indicates the name of the operation | String |
conn_id | Corresponds to the call identification number | String |
type_call | It is the type of call (inbound, outbound and internal) | String |
date | Indicates the date in the format year–month–day–Hour | String |
agent_id | Refers to the numeric identification of each of the Wolkvox Agent users | String |
agent_name | Name of the agent | String |
skill | It is the numeric identification of the skill | String |
duration | Indicates the duration of the interaction in seconds | String |
cod_act | It is the ID of the typification or coding code used by the agent for a general task. It can return the value “TIMEOUTACW” if the operation has active timing for the typing process, and the agent exceeded the time limit to categorize the interaction. | String |
cod_act_2 | It is the ID of the typification or coding code used by the agent for a specific task. It can return the value “TIMEOUTACW” if the operation has active timing for the typing process, and the agent exceeded the time limit to categorize the interaction. | String |
telephone | Indicates the telephone number to which the call was made | String |
hung_up | It shows who hung up the call, whether it was the agent (agent) or the customer (customer). | String |
comment | Text type comment of the interaction | String |
screecbox | It indicates if the interaction is being monitored (yes) or not (no). | String |
agent_status | Details the agent‘s status | String |
customer_id | Corresponds to the customer identification number | String |
destiny | Indicates the destination of the call | String |
time | Indicates the total elapsed time | String |
campaign_id | Refers to the numerical identification of each of the users of the campaign | String |
{
"code": 200,
"error": null,
"msg": "1 records were found",
"data": [
{
"operation": "",
"conn_id": "",
"type_call": "",
"date": "",
"agent_id": "",
"agent_name": "",
"skill": "",
"duration": "",
"cod_act": "",
"cod_act_2": "",
"telephone": "",
"hung_up": "",
"comment": "",
"screecbox": "",
"agent_status": "",
"customer_id": "",
"destiny": "",
"time": "",
"campaign_id": ""
}
]
}
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