ARGENTINA
Buenos Aires +54 (11) 5217 5933
BRAZIL
Sao Paulo +55 (11) 521 75 933
CHILE
Santiago de Chile +56 (2) 240 533 89
URL:
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 of 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:
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| api | Tipo de reporte requerido | String |
| date_ini | Initial Date (YYYYmmddHHiiss) | String |
| date_end | Final Date (YYYYmmddHHiiss) | String |
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 |
$curl = curl_init();
curl_setopt_array($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;
{
"code": 200,
"error": null,
"msg": "1 records were found",
"data": [
{
"agent_id": "",
"agent_dni": "",
"agent_name": "",
"aux_state": "",
"time": ""
}
]
}
Sao Paulo +55 (11) 521 75 933
Santiago de Chile +56 (2) 240 533 89
Medellín +57 (604) 322 98 80
Ciudad de Guatemala +502 (2) 3141344
Ciudad de México +52 (55) 8526 36 34
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