URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_8&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report provides a detailed summary of call management and agent time. 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 the productivity of individual agents per hour 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	Type of report required	String
date_ini	Initial Date (YYYYmmddHHiiss)	String
date_end	Final Date (YYYYmmddHHiiss)	String

RESPONSE

NAME	DESCRIPTION	TYPE
agent_name	Agent’s name	String
agent_dni	Agent identification number	String
agent_id	Refers to the numerical identification of each wolkvox Agent user.	String
date	Current date of information provided	String
hour	Indicates in military time format the activities performed by the agent.	String
calls	Indicates number of calls (inbound, outbound and internal)	String
inbound	The number of incoming calls handled by the agent.	String
outbound	The number of outgoing calls handled by an agent.	String
internal	Refers to calls handled within the operation.	String
ready_time	Indicates the time that the agent has remained in auxiliary ready state	String
inbound_time	Indicates the time the agent has been handling inbound calls	String
outbound_time	The number of outgoing calls handled by an agent.	String
acw_time	The time spent by the agent in performing the required activities after the end of the call.	String
ring_time	Indicates the time elapsed from the time the call is dialed to the time it is answered	String
login_time	Indicates the time the agent remained logged on to wolkvox Agent	String
aht	Average Handling Time or Average Call Time measures the time it takes for an agent to serve a customer	String
occupancy	Indicates the consolidated time in which the agent was busy on calls or call documentation.	String
aux_time	The time the agent has remained in auxiliary states.	String