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:
Taking into account the total of inbound calls, the abandonment rate and the customer wait time on the line to be attended, this report allows tracking individually by skill to the service level of the operation and to the consolidated of incoming calls.
Benefit:
Identifying the service level is important for operations because this indicator can be in addition to a goal, a real performance measurement. This report allows tracking by skill individually.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
skill_id | Numerical identification of the skill | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
skill_name | Refers to the skill‘s name | String |
skill_id | Refers to the skill‘s numerical identification | String |
inbound_calls | Refers to the total of incoming calls to the operation | String |
answer_calls | Refers to the total of answered inbound calls by the agent | String |
abandon_calls | Refers to the total of inbound calls hung up by the client before the attention of the adviser | String |
service_level_10seg | Indicates the % of calls that were answered before 10 seconds | String |
service_level_20seg | Indicates the % of calls that were answered before 20 seconds | String |
service_level_30seg | Indicates the % of calls that were answered before 30 seconds | String |
abandon | Indicates the percentage of inbound calls hung up by the client before the attention of the adviser | String |
asa | Indicates the average time in seconds for the client to wait in the line to be attended (Average Speed Answer) | String |
ata | Indicates the average time in seconds for the client to wait in the line before abandoning (Average Time Abandonment) | String |
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_1&skill_id={{skill_id}}&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://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_1&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}'
--header 'wolkvox-token: {{token}}'
OkHttpClient client = new OkHttpClient().newBuilder()
.build();
Request request = new Request.Builder()
.url("https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_1&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}")
.method("GET", null)
.addHeader("wolkvox-token", "{{token}}")
.build();
Response response = client.newCall(request).execute();
import requests
url = "https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_1&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}"
payload={}
headers = {
'wolkvox-token': '{{token}}'
}
response = requests.request("GET", url, headers=headers, data=payload)
print(response.text)
{
"code": 200,
"error": null,
"msg": "1 records were found",
"data": [
{
"skill_name": "",
"skill_id": "",
"inbound_calls": "",
"answer_calls": "",
"abandon_calls": "",
"service_level_10seg": "",
"service_level_20seg": "",
"service_level_30seg": "",
"abandon": "",
"asa": "",
"ata": ""
}
]
}
Nueva York +1 (914) 373 7136
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
Copyright © 2022 MICROSYSLABS S.A.S. Cra 30 # 4A-45 Of. 205 Ed. FOREVER W&L, Medellín, Colombia
COLOMBIA
Medellín +57 (4) 322 98 80
Bogotá +57 (1) 381 90 40
Cali +57 (2) 891 28 46
Barranquilla +57 (5) 316 10 34
ARGENTINA
Buenos Aires +54 (11) 5217 5933
SPAIN
Madrid +34 (910) 601 691
MEXICO
Ciudad de México +52 (55) 8526 36 34
BRASIL
Brasilia +55 (61) 9836 4127
São Paulo +55 (12) 9811 155 83
UNITED STATES
New York +1 (914) 373 71 36
DOMINICAN REPUBLIC
Santo Domingo +1 (829) 249 69 68
CHILE
Santiago de Chile +56 (2) 240 533 89
GUATEMALA
Ciudad de Guatemala +502 (2) 314 1344
PERU
Lima +51 (1) 644 91 39
Copyright © 2022 MICROSYSLABS S.A.S.
Cra 30 # 4A – 45 Of. 205 Ed. FOREVER W&L, Medellín, Colombia