URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report provides a comprehensive view of the agent management by summarizing the advisor‘s activity by skill, indicating the total of the managed calls (inbound/ outbound/internal), the time used in each phase of customer care (ring time, ACW and AHT), occupation and auxiliary time.
Benefit:
This report allows for a measurement of agent productivity by skill taking into account the time dedicated to call management.
How it works:
- This API is consumed by GET method.
- To consume this API you must replace {{wolkvox_server}} in the url with 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.
| REQUEST |
| NAME | DESCRIPTION | NAME |
|---|---|---|
| api | Type of report required | String |
| date_ini | Initial Date (YYYYmmddHHiiss) | String |
| date_end | Final Date (YYYYmmddHHiiss) | String |
| RESPONSE |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| skill_name | Skill Name | String |
| agents | Agent Information | String |
| agent_name | Agent Name | String |
| agent_dni | Agent Identification Number | String |
| agent_id | Refers to the numerical identification of each of the wolkvox Agent users | 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 | Refers to the calls managed within the operation | String |
| ready_time | Indicates the time the agent has remained in the ready auxiliary state | String |
| inbound_time | Indicates the time 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 the agent has spent developing the activities required after the call is finished | String |
| ring_time | Indicates the time elapsed from the call is dialed until it is answered | String |
| login_time | Indicates the time the agent remained connected to wolkvox Agent | String |
| aht | Average Handling Time (AHT) measures how long an agent takes to answer a customer | String |
| occupancy | Occupancy indicates the consolidated time in which the agent was busy with calls or call documentation | String |
| aux_time | It is the time that the agent has been in auxiliary states | String |
| hits | Performance indicator of the agent that indicates achievement or successful sale | String |
| rpc | Successfully processed calls during the first call made by the customer. It is the Resolution in First Contact | String |
| aht_outbound | Average Handling Time or Average Call Time measures the time it takes an agent to answer outgoing calls | String |
| aht_inbound | Average Handling Time or Average Call Time measures the time it takes an agent to answer incoming calls | String |