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APIs Reports Manager

10. Detail hold and mute time

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_10&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report indicates the detail of the interactions in which the advisor has used hold or mute, specifying the detail of the call when indicating the agent who attended it, the skill, the date, the phone and the customer id.

Benefit:

This report allows to evaluate the agent’s productivity by identifying the details of the calls in which the advisor has used hold or mute.

How it works:

  • This API is consumed by GET method.
  • To consume this API you must replace in the url {{wolkvox_server}} by the nomenclature of the server of the operation.
  • The wolkvox-token: {{token}} header must be used to make use of the authorization token.
  • Keep in mind that the same token cannot be consumed simultaneously, so you can program that the next API is 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.
  • Limit of records that can be downloaded per consumption: 60,000 records.
  • Limit of records that can be uploaded per consumption: 10,000 records.
  • Limit of days queried in dates: 31 days.
  • Limit of result weight: 256 MB.
  • API consumption time limit: 60 seconds
  • Concurrent consumption limit of a token: 2 simultaneous requests.
  • Daily limit of tokens: Number of licenses multiplied by 1000 daily tokens.

Request

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

Response

NAME DESCRIPTION TYPE
agent_name Name of the agent String
agent_id Refers to the numerical identification of each of the wolkvox Agent users String
type_action Indicates the type of action in the call (hold/mute) String
conn_id Corresponds to the identification number of the call String
type_interaction Indicates the type of call, and its values could be conference (conference call), inbound (incoming call), internal call (internal call), internal call_inb (internal incoming call), internal call_que (internal call from a queue), out_pre (outbound call in predictive campaign), outbound_ma (manually initiated outbound call), and transfer (transfer call). String
time Indicates the total time elapsed String
skill_id It is a numerical indicator that refers to a group of agents String
date Current date of the information provided String
telephone Indicates the phone number involved in the interaction 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_10&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: {{wolkvox_token}}'
  ),
));

$response = curl_exec($curl);

curl_close($curl);
echo $response;

				
			

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "agent_name": " ",
            "agent_id": " ",
            "type_action": " ",
            "conn_id": " ",
            "type_interaction": " ",
            "time": " ",
            "skill_id": " ",
            "date": " ",
            "telephone": " ",
            "customer_id": " "
        }
    ]
}
				
			
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