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.
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 Parameters

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

Response Parameters

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 internal calls handled by the agent	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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