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URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=agents

Description:

This report provides a real–time complete view of agent management by summarizing each advisor‘s activity individually, indicating the total of managed calls (inbound/outbound/internal), the time used in each customer service phase (Ring time, ACW and AHT), Log In date and hour, and current status time.

Benefit:

This report allows to measure the individual productivity of the agents taking into account the time dedicated to the management of calls.

how it works:

REQUEST

NAMEDESCRIPTIONTYPE
apiType of report requiredString

RESPONSE

NAMEDESCRIPTIONTYPE
agent_idRefers to the numerical identification of each of the users of Wolkvox Agent.String
agent_nameName of the Agent.String
agent_statusDetails the auxiliary status of the agent.String
callsIndicates the number of calls (inbound, outbound and internal).String
inboundIt is the number of incoming calls attended by the agent.String
outboundIt is the number of outgoing calls managed by an agent.String
internalIt refers to the calls managed within the operation.String
time_state_nowIndicates in seconds the current time that the agent has been in the auxiliary state.String
ready_timeIndicates the time that the agent has been in the ready auxiliary state.String
inbound_timeIndicates the time that the agent has managed incoming calls.String
outbound_timeIt is the number of outgoing calls managed by an agent.String
acw_timeIt is the time that the agent has spent developing the activities required after the end of the call.String
ring_timeIndicates the time elapsed from the call being marked until it is answered.String
login_timeIndicates the amount of time the agent was connected in Wolkvox Agent.String
aht_timeAverage customer service time by the advisor (Average Handle Time)String
ocupationIndicates the amount of time the agent was busy with calls or call documentation.String
aux_timeThe amount of time the agent has remained in auxiliary states.String

Possible response codes
200, 400, 401, 403, 404, 405 
				
					$curl = curl_init();

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

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "operation": "",
            "conn_id": "",
            "type_call": "",
            "date": "",
            "agent_id": "",
            "agent_name": "",
            "skill": "",
            "duration": "",
            "cod_act": "",
            "cod_act_2": "",
            "telephone": "",
            "hung_up": "",
            "comment": "",
            "screecbox": "",
            "agent_status": "",
            "customer_id": "",
            "destiny": "",
            "time": "",
            "campaign_id": ""
        }
    ]
}

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=agents

Description:

This report provides a real–time complete view of agent management by summarizing each advisor‘s activity individually, indicating the total of managed calls (inbound/outbound/internal), the time used in each customer service phase (Ring time, ACW and AHT), Log In date and hour, and current status time.

Benefit:

This report allows to measure the individual productivity of the agents taking into account the time dedicated to the management of calls.

how it works:

NAMEDESCRIPTIONTYPE
apiType of report requiredString

NAMEDESCRIPTIONTYPE
agent_idRefers to the numerical identification of each of the users of Wolkvox Agent.String
agent_nameName of the Agent.String
agent_statusDetails the auxiliary status of the agent.String
callsIndicates the number of calls (inbound, outbound and internal).String
inboundIt is the number of incoming calls attended by the agent.String
outboundIt is the number of outgoing calls managed by an agent.String
internalIt refers to the calls managed within the operation.String
time_state_nowIndicates in seconds the current time that the agent has been in the auxiliary state.String
ready_timeIndicates the time that the agent has been in the ready auxiliary state.String
inbound_timeIndicates the time that the agent has managed incoming calls.String
outbound_timeIt is the number of outgoing calls managed by an agent.String
acw_timeIt is the time that the agent has spent developing the activities required after the end of the call.String
ring_timeIndicates the time elapsed from the call being marked until it is answered.String
login_timeIndicates the amount of time the agent was connected in Wolkvox Agent.String
aht_timeAverage customer service time by the advisor (Average Handle Time)String
ocupationIndicates the amount of time the agent was busy with calls or call documentation.String
aux_timeThe amount of time the agent has remained in auxiliary states.String

Possible response codes
200, 400, 401, 403, 404, 405 
				
					$curl = curl_init();

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

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "operation": "",
            "conn_id": "",
            "type_call": "",
            "date": "",
            "agent_id": "",
            "agent_name": "",
            "skill": "",
            "duration": "",
            "cod_act": "",
            "cod_act_2": "",
            "telephone": "",
            "hung_up": "",
            "comment": "",
            "screecbox": "",
            "agent_status": "",
            "customer_id": "",
            "destiny": "",
            "time": "",
            "campaign_id": ""
        }
    ]
}

< / >

APIs Real Time

Real-time reporting of agents En

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=agents

Description:

This report provides a real–time complete view of agent management by summarizing each advisor‘s activity individually, indicating the total of managed calls (inbound/outbound/internal), the time used in each customer service phase (Ring time, ACW and AHT), Log In date and hour, and current status time.

Benefit:

This report allows to measure the individual productivity of the agents taking into account the time dedicated to the management of calls.

how it works:

  • This API is consumed by GET method.
  • To consume this API you must replace {{wolkvox_server}} in the url by the nomenclature of the operation server.
  • The wolkvox–token header must be used to use the authorization token.
  • Keep in mind that the same token cannot be consumed simultaneously, so you can program the next API to be consumed when the result of the previous one is successful.
  • In terms of time, to track your operation you can consume the information every 5 minutes.

NAMEDESCRIPTIONTYPE
apiType of report requiredString

NAMEDESCRIPTIONTYPE
agent_idRefers to the numerical identification of each of the users of Wolkvox Agent.String
agent_nameName of the Agent.String
agent_statusDetails the auxiliary status of the agent.String
callsIndicates the number of calls (inbound, outbound and internal).String
inboundIt is the number of incoming calls attended by the agent.String
outboundIt is the number of outgoing calls managed by an agent.String
internalIt refers to the calls managed within the operation.String
time_state_nowIndicates in seconds the current time that the agent has been in the auxiliary state.String
ready_timeIndicates the time that the agent has been in the ready auxiliary state.String
inbound_timeIndicates the time that the agent has managed incoming calls.String
outbound_timeIt is the number of outgoing calls managed by an agent.String
acw_timeIt is the time that the agent has spent developing the activities required after the end of the call.String
ring_timeIndicates the time elapsed from the call being marked until it is answered.String
login_timeIndicates the amount of time the agent was connected in Wolkvox Agent.String
aht_timeAverage customer service time by the advisor (Average Handle Time)String
ocupationIndicates the amount of time the agent was busy with calls or call documentation.String
aux_timeThe amount of time the agent has remained in auxiliary states.String

Possible response codes
200, 400, 401, 403, 404, 405 
				
					$curl = curl_init();

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

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "operation": "",
            "conn_id": "",
            "type_call": "",
            "date": "",
            "agent_id": "",
            "agent_name": "",
            "skill": "",
            "duration": "",
            "cod_act": "",
            "cod_act_2": "",
            "telephone": "",
            "hung_up": "",
            "comment": "",
            "screecbox": "",
            "agent_status": "",
            "customer_id": "",
            "destiny": "",
            "time": "",
            "campaign_id": ""
        }
    ]
}
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GUATEMALA
Ciudad de Guatemala +502 (2) 314 1344

PERU
Lima +51 (1) 644 91 39

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