11. IVR vs. transferred to agent En - Wolkvox

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APIs Reports Manager

11. IVR vs. transferred to agent En

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

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:

The consumption of this API is done by GET method.
To consume this API you must replace in the url {{wolkvox_server}} by the nomenclature of the operation server.
The wolkvox–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 that the next API is 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	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

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=diagram_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: {{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=diagram_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}' 
--header 'wolkvox-token: {{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=diagram_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}")
  .method("GET", null)
  .addHeader("wolkvox-token", "{{token}}")
  .build();
Response response = client.newCall(request).execute();

				
					import requests

url = "https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}"

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

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

print(response.text)

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "conn_id": "",
            "time_on_rp": "",
            "end_date_rp": "",
            "rp_id": "",
            "ani": "",
            "customer_id": "",
            "time_on_skill": "",
            "skill_id": "-",
            "skill_result": "-",
            "go_to_agent": "",
            "agent_id": "-",
            "agent_name": "-",
            "time_with_agent": "-",
            "cod_act": "-",
            "cod_act_2": "-",
            "type_interaction": "-",
            "total_time": ""
        }
    ]
}

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Lima +51 (1) 644 91 39

Information security policy

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