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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 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.

NAMEDESCRIPTIONTYPE
apiType of report requiredString
date_iniInitial Date (YYYYmmddHHiiss)String
date_endFinal Date (YYYYmmddHHiiss)String

NAMEDESCRIPTION 
agent_idRefers to the numeric user that is assigned to each wolkvox Agent user.String
agent_nameAgent’s nameString
callsIndicates number of calls (inbound, outbound and internal)String
inboundThe number of incoming calls handled by the agent.String
outboundThe number of outgoing calls handled by an agent.String
internalRefers to calls handled within the operation.String
ready_timeIndicates the time that the agent has remained in auxiliary ready stateString
inbound_timeIndicates the time the agent has been handling inbound callsString
outbound_timeIndicates the time the agent has been handling outbound callsString
acw_timeThe time spent by the agent in performing the required activities after the end of the call.String
ring_timeIndicates the time elapsed from the time the call is dialed to the time it is answeredString
login_timeIndicates the time the agent remained logged on to wolkvox AgentString
ahtAverage Handling Time or Average Call Time measures the time it takes for an agent to serve a customerString
occupancyIndicates the consolidated time in which the agent was busy on calls or call documentation.String
aux_timeThe time the agent has remained in auxiliary states.String
campaign_idCorresponds to the campaign identification numberString

Possible response codes
				
					$curl = curl_init();

curl_setopt_array($curl, array(
  CURLOPT_URL => 'https://wv9901.wolkvox.com/api/v2/reports_manager.php?api=agent_4&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;

				
			

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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