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 allows tracking of the calls that enter the IVR (routing, start date – end) and are transferred (go to agent) to agent (ID, name, attention time and typification), detailing the call ID, the total attention time, the type of call and the customer data (phone and identification).
Benefit:
It allows to evaluate the retention and self–management of the IVR by verifying the design of the attention diagram to optimize it and improve the attention to the final user.
How it works:
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 |
---|---|---|
conn_id | Corresponds to the call identification number | String |
time_on_rp | It is the total amount of time the user has navigated in the IVR | String |
end_date_rp | Indicates the date in the format year–month–day–hour of the IVR start | String |
rp_id | Corresponds to the routing point identification number | String |
ani | Indicates the telephone number from which the customer communicated | String |
customer_id | Corresponds to the customer identification number | String |
time_on_skill | It is the total amount of time that has remained in the skill | String |
skill_id | Corresponds to the skill identification number | String |
skill_result | Indicates whether or not there was a response in the IVR | String |
go_to_agent | Indicates the transfer to an agent | String |
agent_id | Corresponds to the agent identification number | String |
agent_name | Name of the agent | String |
time_with_agent | It is the total amount of time that has been in contact with an agent | String |
cod_act | is the ID of the typification or coding code used by the agent for a general task | String |
cod_act_2 | is the ID of the typification or coding code used by the agent for a specific task | String |
type_interaction | Specifies the call type. The possible values are: 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 (outgoing call in predictive campaign), outbound_ma (manual outgoing call), and transfer (transfer call). Total Time: Indicates the overall time. | String |
total_time | is the sum of time that the customer has been navigating in IVR and being attended by the agent | String |
URL:
Description:
This report allows tracking of the calls that enter the IVR (routing, start date – end) and are transferred (go to agent) to agent (ID, name, attention time and typification), detailing the call ID, the total attention time, the type of call and the customer data (phone and identification).
Benefit:
It allows to evaluate the retention and self–management of the IVR by verifying the design of the attention diagram to optimize it and improve the attention to the final user.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
conn_id | Corresponds to the call identification number | String |
time_on_rp | It is the total amount of time the user has navigated in the IVR | String |
end_date_rp | Indicates the date in the format year–month–day–hour of the IVR start | String |
rp_id | Corresponds to the routing point identification number | String |
ani | Indicates the telephone number from which the customer communicated | String |
customer_id | Corresponds to the customer identification number | String |
time_on_skill | It is the total amount of time that has remained in the skill | String |
skill_id | Corresponds to the skill identification number | String |
skill_result | Indicates whether or not there was a response in the IVR | String |
go_to_agent | Indicates the transfer to an agent | String |
agent_id | Corresponds to the agent identification number | String |
agent_name | Name of the agent | String |
time_with_agent | It is the total amount of time that has been in contact with an agent | String |
cod_act | is the ID of the typification or coding code used by the agent for a general task | String |
cod_act_2 | is the ID of the typification or coding code used by the agent for a specific task | String |
type_interaction | Specifies the call type. The possible values are: 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 (outgoing call in predictive campaign), outbound_ma (manual outgoing call), and transfer (transfer call). Total Time: Indicates the overall time. | String |
total_time | is the sum of time that the customer has been navigating in IVR and being attended by the agent | String |
URL:
Description:
This report allows tracking of the calls that enter the IVR (routing, start date – end) and are transferred (go to agent) to agent (ID, name, attention time and typification), detailing the call ID, the total attention time, the type of call and the customer data (phone and identification).
Benefit:
It allows to evaluate the retention and self–management of the IVR by verifying the design of the attention diagram to optimize it and improve the attention to the final user.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
conn_id | Corresponds to the call identification number | String |
time_on_rp | It is the total amount of time the user has navigated in the IVR | String |
end_date_rp | Indicates the date in the format year–month–day–hour of the IVR start | String |
rp_id | Corresponds to the routing point identification number | String |
ani | Indicates the telephone number from which the customer communicated | String |
customer_id | Corresponds to the customer identification number | String |
time_on_skill | It is the total amount of time that has remained in the skill | String |
skill_id | Corresponds to the skill identification number | String |
skill_result | Indicates whether or not there was a response in the IVR | String |
go_to_agent | Indicates the transfer to an agent | String |
agent_id | Corresponds to the agent identification number | String |
agent_name | Name of the agent | String |
time_with_agent | It is the total amount of time that has been in contact with an agent | String |
cod_act | is the ID of the typification or coding code used by the agent for a general task | String |
cod_act_2 | is the ID of the typification or coding code used by the agent for a specific task | String |
type_interaction | Specifies the call type. The possible values are: 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 (outgoing call in predictive campaign), outbound_ma (manual outgoing call), and transfer (transfer call). Total Time: Indicates the overall time. | String |
total_time | is the sum of time that the customer has been navigating in IVR and being attended by the agent | String |