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 you to consult the details of the interactions that used the intelligent hold service. For each of the calls, the outbound and outbound date is indicated to calculate the time between contacts, details if the contact was successful, attempts and dialed number, as well as the duration and billed minutes.
Benefit:
The intelligent standby functionality is automatically activated when the target service level is at risk, this report allows to follow up on each of the calls that used this functionality.
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 |
|---|---|---|
| skill_id | Corresponds to the identification number of the skill | String |
| date_inbound_call | Indicates the exact date on which the customer contacted by phone | String |
| date_last_outbound_call | Indicates the exact date on which the system communicated with the customer. | String |
| status | It indicates the current state of the Intelligent Callback Service. This column can have the following values: – YES: When the customer accepts the callback. – NO: When the customer declines the callback and chooses to wait in line. – OK: When the customer accepted the callback, and it was successful. – NO USER: When the person answering the callback states they are not the one who left the message, indicating their name. – STOP NEW: When the customer accepts the callback but called again before being contacted and was attended to. Therefore, the callback would not be initiated. – FAIL: This state indicates that all callback attempts were made but contact was never achieved. |
String |
| attempts | Indicates the number of attempts the system made to contact the customer. | String |
| ani | Indicates the telephone number from which the customer contacted you. | String |
| dial_phone | Telephone number registered by the customer for call back | String |
| time_between_calls | Refers to the time elapsed between the customer’s call and the system’s callback. | String |
| time | Indicates total elapsed time | String |
| billed_minutes | Total billed minutes | String |
| customer_id | Corresponds to the customer’s identification number. | String |
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_3&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;
{
"code": 200,
"error": null,
"msg": "1 records were found",
"data": [
{
"skill_id": "",
"date_inbound_call": "",
"date_last_outbound_call": "",
"status": "",
"attempts": "",
"ani": "",
"dial_phone": "",
"time_between_calls": "",
"time": "",
"billed_minutes": "",
"customer_id": ""
}
]
}
Sao Paulo +55 (11) 521 75 933
Santiago de Chile +56 (2) 240 533 89
Medellín +57 (604) 322 98 80
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