4.1. Calls and level of service per 30-minute interval - Wolkvox

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APIs Reports Manager

4.1. Calls and level of service per 30-minute interval

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_4_1&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

Taking into account the total number of inbound calls, the percentage of abandonment and the time the customer waits on the line to be attended, this report allows you to track every 30 minutes the service level of the operation and the consolidation of inbound calls.

Benefit:

Identifying the level of service by 30-minute interval is key for operations because it allows them to identify those specific times of the day when the operation is not meeting the service target. This report makes it possible to follow up on a daily basis in a particular way.

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.
This API can receive the parameter skill_id=all.
Limit of records that can be downloaded per consumption: 60,000 records.
Limit of records that can be uploaded per consumption: 10,000 records.
Limit of days queried in dates: 31 days.
Limit of result weight: 256 MB.
API consumption time limit: 60 seconds
Concurrent consumption limit of a token: 2 simultaneous requests.
Daily limit of tokens: Number of licenses multiplied by 1000 daily tokens.

Request

NAME	DESCRIPTION	TYPE
api	Type of report required	String
skill_id	Numerical identification of the skill	String
date_ini	Initial Date (YYYYmmddHHiiss)	String
date_end	Final Date (YYYYmmddHHiiss)	String

Response

NAME	DESCRIPTION	TYPE
skill_id	Refers to the numerical identification of the skill	String
hour	Indicates the time (in 30-minute intervals)	String
inbound_calls	Total number of calls entering the operation	String
answer_calls	Total number of inbound calls handled by the agent	String
abandon_calls	The total number of inbound calls hung up by the client before the consultant’s attention.	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
asa	Indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer).	String
abandon	Indicates the percentage of inbound calls hung up by the client prior to the consultant’s attention.	String
ata	Indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment).	String
aht	Average customer service time by the advisor (Average Handle Time)	String

Possible response codes

				
					$curl = curl_init();

curl_setopt_array($curl, array(
  CURLOPT_URL => 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_4_1&skill_id={{skill_id}}&date_ini={{date_ini}}&date_end={{date_end}}',
  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_server: {{wolkvox_server}}',
    'wolkvox-token: {{wolkvox-token}}'
  ),
));

$response = curl_exec($curl);

curl_close($curl);
echo $response;

				
					curl --location --globoff 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_4_1&skill_id={{skill_id}}&date_ini={{date_ini}}&date_end={{date_end}}' \
--header 'wolkvox_server: {{wolkvox_server}}' \
--header 'wolkvox-token: {{wolkvox-token}}'

				
					OkHttpClient client = new OkHttpClient().newBuilder()
  .build();
MediaType mediaType = MediaType.parse("text/plain");
RequestBody body = RequestBody.create(mediaType, "");
Request request = new Request.Builder()
  .url("https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_4_1&skill_id={{skill_id}}&date_ini={{date_ini}}&date_end={{date_end}}")
  .method("GET", body)
  .addHeader("wolkvox_server", "{{wolkvox_server}}")
  .addHeader("wolkvox-token", "{{wolkvox-token}}")
  .build();
Response response = client.newCall(request).execute();

				
					import requests

url = "https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_4_1&skill_id={{skill_id}}&date_ini={{date_ini}}&date_end={{date_end}}"

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

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

print(response.text)

RESPONSE

				
					{
    "code": 200,
    "error": null,
    "msg": "1 records were found",
    "data": [
        {
            "skill_id": "",
            "hour": "",
            "inbound_calls": "",
            "answer_calls": "",
            "abandon_calls": ",
            "service_level_10seg": "",
            "service_level_20seg": "",
            "service_level_30seg": "",
            "asa": "",
            "abandon": "",
            "ata": "",
            "aht": ""
        }
    ]
}

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