URL: https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=skills&skill_id={skill_number} Description: Consult in Skill in real time the calls in queue, the number of incoming calls specifying answered and abandoned calls, the level of service and the percentage of abandonment. Benefit: Identifying the service level is important for operations because this indicator can be not only an objective, but also a real performance measurement. This report makes it possible to track by skill in real 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 server nomenclature of the operation.
• You must replace {skill_number} by the identification number of the skill for which you want to generate the report.
• 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	Type of report required	String

RESPONSE

NAME	DESCRIPTION	TYPE
skill_id	Refers to the numerical identification of the skill	String
skill_name	Skill name	String
calls_in_queue_now	Indicates the number of calls in queue to be attended by agent	String
stat_inbound	Statistics of incoming calls	String
stat_answer	It is the statistics of the calls attended	String
stat_abandon	It is the statistic of abandoned calls	String
service_level_10seg	Indicates the % of calls that were answered within 10 seconds.	String
service_level_20seg	Indicates the % of calls that were answered within 20 seconds.	String
service_level_30seg	Indicates the % of calls that were answered within 30 seconds.	String
by_abandon	It is the percentage of inbound calls hung up by the client before the consultant’s attention.	String