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 allows to identify by agent the number of calls that have been tagged with the same code and the description of the code.
Benefit:
It is useful to identify the most used codes by a specific agent to track their performance and better understand the operation by knowing the most frequent reasons for interaction with the customer.
How it works:
REQUEST
REQUEST |
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
cod_act | Code | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
RESPONSE
RESPONSE |
NAME | DESCRIPTION | TYPE |
---|---|---|
count | This field indicates quantities or counts | String |
agent_name | Name of the agent | String |
agent_dni | Identification number of the agent | String |
cod_act | It is the ID of the typification or coding used by the agent. This field can display the value “TIMEOUTACW” if the agent exceeded the time limit to code the call. This functionality can be activated through the wolkvox Manager application and allows setting a time limit for the agent to categorize or code the interaction with the client. | String |
description_cod_act | Indicates the description of the typification code. This field can display the value “TIMEOUTACW” if the agent exceeded the time limit to code the call. This functionality can be activated through the wolkvox Manager application and allows setting a time limit for the agent to categorize or code the interaction with the client. | String |
URL:
Description:
This report allows to identify by agent the number of calls that have been tagged with the same code and the description of the code.
Benefit:
It is useful to identify the most used codes by a specific agent to track their performance and better understand the operation by knowing the most frequent reasons for interaction with the customer.
How it works:
REQUEST |
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
cod_act | Code | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
RESPONSE |
NAME | DESCRIPTION | TYPE |
---|---|---|
count | This field indicates quantities or counts | String |
agent_name | Name of the agent | String |
agent_dni | Identification number of the agent | String |
cod_act | It is the ID of the typification or coding used by the agent. This field can display the value “TIMEOUTACW” if the agent exceeded the time limit to code the call. This functionality can be activated through the wolkvox Manager application and allows setting a time limit for the agent to categorize or code the interaction with the client. | String |
description_cod_act | Indicates the description of the typification code. This field can display the value “TIMEOUTACW” if the agent exceeded the time limit to code the call. This functionality can be activated through the wolkvox Manager application and allows setting a time limit for the agent to categorize or code the interaction with the client. | String |