11. Agent time by state grouped by skill En - Wolkvox

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APIs Reports Manager

11. Agent time by state grouped by skill En

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report provides a comprehensive view of the agent management by summarizing the advisor‘s activity by skill, indicating the total of the managed calls (inbound/ outbound/internal), the time used in each phase of customer care (ring time, ACW and AHT), occupation and auxiliary time.

Benefit:

This report allows for a measurement of agent productivity by skill taking into account the time dedicated to call management.

How it works:

This API is consumed by GET method.
To consume this API you must replace {{wolkvox_server}} in the url with the nomenclature of the operation server.
The wolkvox–token: {{token}} header must be used to use the authorization token.
Keep in mind that the same token cannot be consumed simultaneously, so you can program the next API to be consumed when the result of the previous one is successful.
In terms of time, to track your operation you can consume the information every 5 minutes.

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

NAME	DESCRIPTION	TYPE
skill_name	Skill Name	String
agents	Agent Information	String
agent_name	Agent Name	String
agent_dni	Agent Identification Number	String
agent_id	Refers to the numerical identification of each of the wolkvox Agent users	String
calls	Indicates the number of calls (inbound, outbound and internal)	String
inbound	It is the number of incoming calls attended by the agent	String
outbound	It is the number of outgoing calls managed by an agent	String
internal	Refers to the calls managed within the operation	String
ready_time	Indicates the time the agent has spent in the “ready” state (prepared and ready to handle calls).	String
inbound_time	Indicates the time the agent has managed incoming calls	String
outbound_time	It is the number of outgoing calls managed by an agent	String
acw_time	It is the time the agent has spent developing the activities required after the call is finished	String
ring_time	Indicates the time elapsed from 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 (AHT) measures how long an agent takes to answer a customer	String
occupancy	Occupancy indicates the consolidated time in which the agent was busy with calls or call documentation	String
aux_time	It is the time that the agent has been in auxiliary states	String
hits	Performance indicator of the agent that indicates achievement or successful sale	String
rpc	Successfully processed calls during the first call made by the customer. It is the Resolution in First Contact	String
aht_outbound	Average Handling Time or Average Call Time measures the time it takes an agent to answer outgoing calls	String
aht_inbound	Average Handling Time or Average Call Time measures the time it takes an agent to answer incoming calls	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_11&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;

				
					curl --location -g --request GET 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}' 
--header 'wolkvox-token: {{wolkvox_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=agent_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}")
  .method("GET", null)
  .addHeader("wolkvox-token", "{{wolkvox_token}}")
  .build();
Response response = client.newCall(request).execute();

				
					import requests

url = "https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}"

payload={}
headers = {
  'wolkvox-token': '{{wolkvox_token}}'
}

response = requests.request("GET", url, headers=headers, data=payload)

print(response.text)

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "skill_name": "",
            "agents": [
                {
                    "agent_name": "",
                    "agent_dni": "",
                    "agent_id": "",
                    "calls": "",
                    "inbound": "",
                    "outbound": "",
                    "internal": "",
                    "ready_time": "",
                    "inbound_time": "",
                    "outbound_time": "",
                    "acw_time": "",
                    "ring_time": "",
                    "login_time": "",
                    "aht": "",
                    "occupancy": "",
                    "aux_time": "",
                    "hits": "",
                    "rpc": "",
                    "aht_outbound": "",
                    "aht_inbound": ""
                }
            ]
        }
    ]
}

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