7. Calls and level of service per hour for all Skills/ service per day - Wolkvox

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APIs Reports Manager

7. Calls and level of service per hour for all Skills/ service per day

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_7&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report indicates in detail the calls and level of service per hour, per skill and per day, taking into account the number of calls received, the percentage of abandonment and the time the customer waits on the line to be attended.

Benefit:

Identifying the service level is important for operations because this indicator can be not only an objective, but also a real performance measurement. This report makes it possible to track very detailed hourly tracking for all skills/services per day.

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.
This API can receive the parameter skill_id=all.

REQUEST

NAME	DESCRIPTION	TYPE
api	Type of report required	String
skill_id	Numerical identification of the skill	String
date_ini	Initial Date (YYYYmmddHHiiss)	String
date_end	Final Date (YYYYmmddHHiiss)	String

RESPONSE

NAME	DESCRIPTION	TYPE
date	Indicates the date with format year-month-day-time	String
skill_id	Refers to the numerical identification of the skill	String
skill_name	Skill name	String
hour	Indicates the time	String
inbound_calls	Total number of calls entering the operation	String
answer_calls	Total number of inbound calls handled by the agent	String
abandon_calls	The total number of inbound calls hung up by the client before the consultant’s attention.	String
service_level_10seg	Indicates the % of calls that were answered within 10 seconds.	String
service_level_20seg	Indicates the % of calls that were answered within 20 seconds.	String
service_level_30seg	Indicates the % of calls that were answered within 30 seconds.	String
wait_time	Indicates the waiting time	String
abandon	Indicates the percentage of inbound calls hung up by the client prior to the consultant’s attention.	String
aht	Average customer service time by the advisor (Average Handle Time)	String
asa	Indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer).	String
ata	Indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment).	String

Possible response codes

				
					$curl = curl_init();

curl_setopt_array($curl, array(
  CURLOPT_URL => 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_7&skill_id={{skill_id}}&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;

				
					curl --location -g --request GET 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_7&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}' 
--header 'wolkvox-token: {{wolkvox_token}}'

				
					OkHttpClient client = new OkHttpClient().newBuilder()
  .build();
Request request = new Request.Builder()
  .url("https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_7&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}")
  .method("GET", null)
  .addHeader("wolkvox-token", "{{wolkvox_token}}")
  .build();
Response response = client.newCall(request).execute();

				
					import requests

url = "https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_7&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}"

payload={}
headers = {
  'wolkvox-token': '{{wolkvox_token}}'
}

response = requests.request("GET", url, headers=headers, data=payload)

print(response.text)

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "date": "",
            "skill_id": "",
            "skill_name": "",
            "hour": "",
            "inbound_calls": "",
            "answer_calls": "",
            "abandon_calls": "",
            "service_level_10seg": "",
            "service_level_20seg": "",
            "service_level_30seg": "",
            "wait_time": "",
            "abandon": "",
            "aht": "",
            "asa": "",
            "ata": ""
        }
    ]
}

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Lima +51 (1) 644 91 39

Information security policy

Information Transfer Policies

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