Real-time reporting of agents En - wolkvox

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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.

NAME	DESCRIPTION	TYPE
api	Type of report required	String

NAME	DESCRIPTION	TYPE
agent_id	Refers to the numerical identification of each of the users of Wolkvox Agent.	String
agent_name	Name of the Agent.	String
agent_status	Details the auxiliary status of the agent.	String
calls	Indicates the number of calls (inbound, outbound and internal).	String
inbound	It is the number of incoming calls attended by the agent.	String
outbound	It is the number of outgoing calls managed by an agent.	String
internal	It refers to the calls managed within the operation.	String
time_state_now	Indicates in seconds the current time that the agent has been in the auxiliary state.	String
ready_time	Indicates the time that the agent has been in the ready auxiliary state.	String
inbound_time	Indicates the time that the agent has managed incoming calls.	String
outbound_time	It is the number of outgoing calls managed by an agent.	String
acw_time	It is the time that the agent has spent developing the activities required after the end of the call.	String
ring_time	Indicates the time elapsed from the call being marked until it is answered.	String
login_time	Indicates the amount of time the agent was connected in Wolkvox Agent.	String
aht_time	Average customer service time by the advisor (Average Handle Time)	String
ocupation	Indicates the amount of time the agent was busy with calls or call documentation.	String
aux_time	The amount of 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/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;

				
					OkHttpClient client = new OkHttpClient().newBuilder()
  .build();
Request request = new Request.Builder()
  .url("https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=agents")
  .method("GET", null)
  .addHeader("wolkvox-token", "{{token}}")
  .build();
Response response = client.newCall(request).execute();

				
					import requests

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

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

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

print(response.text)

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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ARGENTINA
Buenos Aires +54 (11) 5217 5933

SPAIN
Madrid +34 (910) 601 691

MEXICO
Ciudad de México +52 (55) 8526 36 34

BRASIL
Brasilia +55 (61) 9836 4127
São Paulo +55 (12) 9811 155 83

UNITED STATES
New York +1 (914) 373 71 36

DOMINICAN REPUBLIC
Santo Domingo +1 (829) 249 69 68

CHILE
Santiago de Chile +56 (2) 240 533 89

GUATEMALA
Ciudad de Guatemala +502 (2) 314 1344

PERU
Lima +51 (1) 644 91 39

Information security policy

Privacy policy and treatment of personal data

Copyright © 2022 MICROSYSLABS S.A.S.
Cra 30 # 4A – 45 Of. 205 Ed. FOREVER W&L, Medellín, Colombia