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APIs Reports Manager

4. Agents states per campaign

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_4&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report provides a detailed summary of call management and agent time. It allows consulting the type of call (inbound, outbound and internal) indicating the total number of calls; it also discriminates the total time that the consultant was in states such as ready, ACW, Ring, login, AHT, occupation and auxiliary times.

Benefit:

This report allows you to measure the productivity of individual agents by taking into account the time spent on call management and time.

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 server of the operation.
  • The wolkvox-token: {{token}} header must be used to make use of the authorization token.
  • Note that the same token cannot be consumed simultaneously, so you can schedule the next API to be consumed when the result of the previous one is successful.
  • In terms of time, to keep track of your operation you can make a consumption every 5 minutes of the information.
  • 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

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

Response

NAME DESCRIPTION  
agent_id Refers to the numeric user that is assigned to each wolkvox Agent user. String
agent_name Agent’s name String
calls Indicates number of calls (inbound, outbound and internal) String
inbound The number of incoming calls handled by the agent. String
outbound The number of outgoing calls handled by an agent. String
internal Refers to calls handled within the operation. String
ready_time Indicates the time that the agent has remained in auxiliary ready state String
inbound_time Indicates the time the agent has been handling inbound calls String
outbound_time Indicates the time the agent has been handling outbound calls String
acw_time The time spent by the agent in performing the required activities after the end of the call. String
ring_time Indicates the time elapsed from the time the call is dialed to the time it is answered String
login_time Indicates the time the agent remained logged on to wolkvox Agent String
aht Average Handling Time or Average Call Time measures the time it takes for an agent to serve a customer String
occupancy Indicates the consolidated time in which the agent was busy on calls or call documentation. String
aux_time The time the agent has remained in auxiliary states. String
campaign_id Corresponds to the campaign identification number String
Possible response codes

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "agent_id": "",
            "agent_name": "",
            "calls": "",
            "inbound": "",
            "outbound": "",
            "internal": "",
            "ready_time": "",
            "inbound_time": "",
            "outbound_time": "",
            "acw_time": "",
            "ring_time": "",
            "login_time": "",
            "aht": "",
            "occupancy": "",
            "aux_time": "",
            "campaign_id": ""
        }
    ]
} 

				
			
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