fbpx
Search
Close this search box.
Search
Close this search box.

< / >

APIs Reports Manager

8.1. Agent states for 30 minutes

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_8_1&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 every 30 minutes.

Benefit:

This report allows you to measure the productivity of individual agents by 30-minute intervals taking into account the time spent on call handling 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: {{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.

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_name Agent’s name String
agent_id Refers to the numerical identification of each wolkvox Agent user. String
agent_dni Agent identification number String
date Current date of information provided String
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 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

 

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=agent_8_1&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;

				
			

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "agent_name": "",
            "agent_id": "",
            "agent_dni": "",
            "date": "",
            "hour": "",
            "calls": "",
            "inbound": "",
            "outbound": "",
            "internal": "",
            "ready_time": "",
            "inbound_time": "",
            "outbound_time": "",
            "acw_time": "",
            "ring_time": "",
            "login_time": "",
            "aht": "",
            "occupancy": "",
            "aux_time": ""
        } 

				
			
We use cookies, if you continue browsing we will assume that you agree. You can read more about the use of cookies in our privacy policies and treatment of personal data