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 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:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
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 |
{
"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": ""
}
]
}
Sao Paulo +55 (11) 521 75 933
Santiago de Chile +56 (2) 240 533 89
Medellín +57 (604) 322 98 80
Ciudad de Guatemala +502 (2) 3141344
Ciudad de México +52 (55) 8526 36 34
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COLOMBIA
Medellín +57 (4) 322 98 80
Bogotá +57 (1) 381 90 40
Cali +57 (2) 891 28 46
Barranquilla +57 (5) 316 10 34
ARGENTINA
Buenos Aires +54 (11) 5217 5933
SPAIN
Madrid +34 (910) 601 691
MEXICO
Ciudad de México +52 (55) 8526 36 34
BRASIL
Brasilia +55 (61) 9836 4127
São Paulo +55 (12) 9811 155 83
UNITED STATES
New York +1 (914) 373 71 36
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
Copyright © 2023 MICROSYSLABS S.A.S.
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