1. Agent time by state En - Wolkvox

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APIs Reports Manager

1. Agent time by state En

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_1&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description: This report provides a complete view of agent management by summarizing the advisor‘s activity individually, indicating the total of managed calls (inbound/outbound/internal), the time used in each phase f customer service (ring time, ACW and AHT), date and time of Log In/Log Out, in addition to the amount of hits and RPC.

Type of request: GET

How it works:

This API is consumed by GET method.
To consume this API, you must replace {{wolkvox_server}} in the url with the nomenclature of the operation server and {{token}} generated from Wolkvox Manager to obtain the information securely.
Please note 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 make a consumption every 5 minutes of the information.

REQUEST

NAME	DESCRIPTION	TYPE
api	Type of report required	String
date_ini	Initial Date (YYYYmmddHHiiss)	String
date_end	Final Date (YYYYmmddHHiiss)	String

RESPONSE

RESPONSE

NAME	DESCRIPTION	TYPE
agent_id	It is the numerical user that is assigned to each of the Wolkvox Agent users.	String
agent_dni	It is the identification document of each of the Wolkvox Agent users.	String
agent_name	It is the name that is assigned to each of the Wolkvox Agent users.	String
calls	Indicates number of calls (inbound, outbound and internal)	String
inbound	The number of incoming calls handled by the agent.	String
outbound	The number of outgoing calls handled by an agent.	String
internal	Refers to calls handled within the operation.	String
ready_time	It indicates the time the agent has remained in ready auxiliary state.	String
inbound_time	Indicate the time the agent has handled incoming calls.	String
outbound_time	Indicate the time the agent has handled outgoing calls.	String
acw_time	It is the time the agent has spent developing activities required after the call is finished.	String
ring_time	Indicates the time elapsed from when the call is dialed until it is answered.	String
login_time	Indicates the time the agent remained connected to Wolkvox Agent.	String
aht	Average Handling Time or Call Average Time measures the time it takes for an agent to attend to a customer.	String
occupancy	Indicate the total time the agent was on calls or call documentation.	String
aux_time	It is the time the agent has been in auxiliary states.	String
hits	Agent performance indicator which indicates successful achievement or sale.	String
rpc	Calls successfully processed during the first call made by the customer. This is First Contact Resolution.	String
aht_outbund	Average Handling Time measures the amount of time a agent takes to handle outbound calls.	String
aht_inbound	Average Handling Time measures the amount of time a agent takes to handle incoming calls.	String
login	Indicate the start date and time of the agents‘ session.	String
logout	Indicate the end date and time of the agents‘ session.	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=agent_1&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}',
  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: {{token}}'
  ),
));

$response = curl_exec($curl);

curl_close($curl);
echo $response;

				
					curl --location -g --request GET 'https://wv9901.wolkvox.com/api/v2/reports_manager.php?api=agent_1&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}' 
--header 'wolkvox-token: {{token}}'

				
					OkHttpClient client = new OkHttpClient().newBuilder()
  .build();
Request request = new Request.Builder()
  .url("https://wv9901.wolkvox.com/api/v2/reports_manager.php?api=agent_1&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}")
  .method("GET", null)
  .addHeader("wolkvox-token", "{{token}}")
  .build();
Response response = client.newCall(request).execute();

				
					import requests

url = "https://wv9901.wolkvox.com/api/v2/reports_manager.php?api=agent_1&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}"

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

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

print(response.text)

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "Information found for the current month",
    "data": [
        {
            "agent_id": "",
            "agent_dni": "",
            "agent_name": "",
            "calls": "",
            "inbound": "",
            "outbound": "",
            "internal": "",
            "ready_time": "",
            "inbound_time": "",
            "outbound_time": "",
            "acw_time": "",
            "ring_time": "",
            "login_time": "",
            "aht": "",
            "occupancy": "",
            "aux_time": "",
            "hits": "",
            "rpc": "",
            "aht_outbund": "",
            "aht_inbound": "",
            "login": "-",
            "logout": "-"
        }
    ]
}

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