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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:

REQUEST

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

RESPONSE

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
200, 400, 401, 403, 404, 405 
				
					$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;

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": ""
                }
            ]
        }
    ]
} 

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:

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
200, 400, 401, 403, 404, 405 
				
					$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;

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": ""
                }
            ]
        }
    ]
} 

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:

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
200, 400, 401, 403, 404, 405 
				
					$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;

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": ""
                }
            ]
        }
    ]
} 

< / >

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
200, 400, 401, 403, 404, 405 
				
					$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;

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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UNITED STATES
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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

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