URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/customer.php?api=agents_statustime&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report provides a detailed summary of the call and time management of the operation’s agents. 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 per hour.
Benefit:
This report allows you to measure individual agent productivity per hour by 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 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 | API required | String |
| date_ini | Initial Date (YYYYmmddHHiiss) | String |
| date_end | Final Date (YYYYmmddHHiiss) | String |
| RESPONSE |
| NAME | DESCRIPTION | TYPE |
|---|---|---|
| operation | Indicates the name of the operation | String |
| date | Indicates the date in year-month-day format | String |
| hour | Indicates in military time format | String |
| agent_id | Refers to the numerical ID of each wolkvox user Agent | String |
| agent_dni | Refers to the ID of each wolkvox user Agent | String |
| agent_name | Name of the agent | String |
| calls | the number of calls (inbound, outbound and internal) | String |
| calls_inbound | The number of inbound calls handled by the agent | String |
| calls_outbound | The number of outbound calls handled by an agent | String |
| calls_internal | Refers to calls handled inside the operation | String |
| ready_time | Indicates the time that the agent has remained in the auxiliary ready state | String |
| inbound_time | Indicates the time the agent has handled inbound calls | String |
| outbound_time | Indicates the time the agent has handled outbound calls | String |
| acw_time | Is the time the agent has spent in developing the required activities after the end of the call | String |
| ring_time | Indicates the time elapsed from the time the call is dialed until it is answered | String |
| login_time | Indicates the time the agent remained logged into wolkvox Agent | String |
| aht | Average Handling Time measures the time an agent takes to handle a customer | String |
| occupancy | ndicates the consolidated time the agent was busy with calls or call documentation | String |
| aux_time | Is the time the agent has been in auxiliary states | String |