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APIs Reports Manager

9. Hold time and mute per agent

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_9&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report allows you to identify the number of times and the time that an advisor has used the hold, mute or hold+mute function in a detailed manner by agent and consolidated for the entire operation.

Benefit:

This report allows you to evaluate the agent’s productivity by identifying the total time spent on hold or mute.

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
count This field indicates quantities or counts String
hold_time Details the time that the call was on hold String
mute_time Details the time that the call was on mute String
total_time Details the sum of the time the call was on hold plus mute. 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_9&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": "",
            "count": "",
            "hold_time": "",
            "mute_time": "",
            "total_time": ""
        }
    ]
}

				
			
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