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 hourly time and call management of the group advisors that are part of the operation. It indicates individually per hour the total number of calls handled (inbound/ outbound/ internal), the time used in each phase of customer service (Ring time, ACW and AHT), the time logged and the occupancy.
Benefit:
This report allows a one-hour interval measurement of the group productivity of the agents taking into account the time spent handling the call and the time spent in each state.
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 |
|---|---|---|
| hour | Indicates in military time format the activities performed by the agent. | 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 the agent has spent in the “ready” state (prepared and ready to handle calls). | String |
| inbound_time | Indicates the time the agent has been handling inbound calls | String |
| outbound_time | The number of outgoing calls handled by an agent. | 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 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 |
$curl = curl_init();
curl_setopt_array($curl, array(
CURLOPT_URL => 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_6&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: {{wolkvox_token}}'
),
));
$response = curl_exec($curl);
curl_close($curl);
echo $response;
{
"code": 200,
"error": null,
"msg": "24 records were found",
"data": [
{
"hour": "",
"calls": "",
"inbound": "",
"outbound": "",
"internal": "",
"ready_time": "",
"inbound_time": "",
"outbound_time": "",
"acw_time": "",
"ring_time": "",
"login_time": "",
"aht": "",
"occupancy": "",
"aux_time": ""
}
]
}
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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