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 identifies the detail of those voice interactions that are initiated by the customer and are attended by the agent, providing information such as date, time, skill, number from which the call was made, type of interaction and time in seconds that waited before being attended.
Benefit:
This report allows to identify the calls that are received in the operation and are managed by the agents, identifying the skill and the waiting time to traceability on those interactions.
How it works:
REQUEST
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
skill_id | Numeric Identification of the Skill | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
RESPONSE
NAME | DESCRIPTION | TY |
---|---|---|
conn_id | Corresponds to the call identification number | String |
skill_id | Refers to the numerical identification of the skill | String |
skill_name | Name of the skill | String |
date | Indicates the date with the year–month–day–hour format | String |
result | Refers to the result of the call (abandoned – attended) | String |
ani | It is the telephone number from which the inbound call originates (Automatic Number Identification) | String |
answer_time | It is the time it takes the agent to answer an inbound call from the time it enters the skill | String |
agent_id | It refers to the numerical identification of each of the wolkvox Agent users | String |
type_interaction | Type of channel through which the interaction was conducted. This column can have the following values: chat-configurationbox (internal chat), chat-email, chat-facebook (interaction from Messenger chat), chat-instagram (Instagram chat), chat-transferSkill (chat transferred from another skill), chat-web, chat-whatsapp, chat-telegram, chat-line (chat from Line messaging service), inbound (incoming call), internalcall_que (internal call from a queue), omni-email (email interaction), omni-facebook_page (interaction on a Facebook page post), omni-instagram (interaction on an Instagram page post), omni-twitter (interaction on a Twitter post), and out_pre (outbound call in predictive campaign). | String |
URL:
Description:
This report identifies the detail of those voice interactions that are initiated by the customer and are attended by the agent, providing information such as date, time, skill, number from which the call was made, type of interaction and time in seconds that waited before being attended.
Benefit:
This report allows to identify the calls that are received in the operation and are managed by the agents, identifying the skill and the waiting time to traceability on those interactions.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
skill_id | Numeric Identification of the Skill | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TY |
---|---|---|
conn_id | Corresponds to the call identification number | String |
skill_id | Refers to the numerical identification of the skill | String |
skill_name | Name of the skill | String |
date | Indicates the date with the year–month–day–hour format | String |
result | Refers to the result of the call (abandoned – attended) | String |
ani | It is the telephone number from which the inbound call originates (Automatic Number Identification) | String |
answer_time | It is the time it takes the agent to answer an inbound call from the time it enters the skill | String |
agent_id | It refers to the numerical identification of each of the wolkvox Agent users | String |
type_interaction | Type of channel through which the interaction was conducted. This column can have the following values: chat-configurationbox (internal chat), chat-email, chat-facebook (interaction from Messenger chat), chat-instagram (Instagram chat), chat-transferSkill (chat transferred from another skill), chat-web, chat-whatsapp, chat-telegram, chat-line (chat from Line messaging service), inbound (incoming call), internalcall_que (internal call from a queue), omni-email (email interaction), omni-facebook_page (interaction on a Facebook page post), omni-instagram (interaction on an Instagram page post), omni-twitter (interaction on a Twitter post), and out_pre (outbound call in predictive campaign). | String |