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 to know the voice of the customer through the detail of answers in the Intelligent Survey that relates the agent (ID and name), the skill (queue and queue name), the call (Call ID, Ani, type of call, result and duration) and the customer’s opinions through tones or voice messages.
Benefit:
This report allows you to measure customer satisfaction with the service received by obtaining information on the ratings for personalized questions.
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 |
|---|---|---|
| agent_id | Refers to the numerical identification of the agent | String |
| agent_name | Agent’s name | String |
| agent_dni | Agent identification number | String |
| skill_id | Corresponds to the identification number of the skill | String |
| skill_name | Skill name | String |
| date | Indicates the date in the format Year-Month-Day-Time | String |
| conn_id | Corresponds to the call identification number | String |
| ani | Indicates the telephone number from which the customer contacted you. | String |
| customer_id | Corresponds to the customer’s identification number. | String |
| q# | These are the personalized questions of the smart survey | String |
| voice_message_duration | Voice message duration | String |
| type_interaction | It indicates the type of interaction. The possible values could be 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 (outbound call in predictive campaign), outbound_ma (manual outbound call), and transfer (transfer call). | String |
| result | Displays the outcome of the interaction the client has in the IVR. This column can show the value abandoned (abandoned), complete (completed), or incomplete (not completed). | String |
| time | Indicates total elapsed time | String |
| voice_message | Voice message | String |
| feeling | Recognized sentiment. The values this column displays are: very negative, negative, neutral, positive, and very positive. | String |
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_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;
{
"code": 200,
"error": null,
"msg": "1 records were found",
"data": [
{
"agent_id": "",
"agent_name": "",
"agent_dni": "",
"skill_id": "",
"skill_name": "",
"date": "",
"conn_id": "",
"ani": "",
"customer_id": "",
"q01": "-",
"q02": "-",
"q03": "-",
"q04": "-",
"q05": "-",
"q06": "-",
"q07": "-",
"q08": "-",
"q09": "-",
"q10": "-",
"voice_message_duration": "",
"type_interaction": "",
"result": "",
"time": "",
"voice_message": "",
"feeling": ""
}
]
}
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Santiago de Chile +56 (2) 240 533 89
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