5. States per hour and agent - Wolkvox

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APIs Reports Manager

5. States per hour and agent

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=agent_5&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report provides hourly time and call management of the individual advisors that are part of the operation. It indicates on an individual hourly basis the total number of calls handled (inbound/ outbound/ internal), the time used in each phase of customer service (Ring time, ACW and AHT), the time logged and the occupancy.

Benefit:

This report allows a one-hour interval measurement of individual agent productivity taking into account the time spent handling the call and the time spent in each state.

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: {{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.
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
date_ini	Initial Date (YYYYmmddHHiiss)	String
date_end	Final Date (YYYYmmddHHiiss)	String

Response

NAME	DESCRIPTION	TYPE
agent_name	Agent’s name	String
agent_id	Refers to the numeric user that is assigned to each wolkvox Agent user.	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 an agent to serve a customer.	String
occupancy	Indicates the consolidated time the agent was busy on calls or call documentation.	String
aux_time	The time the agent has remained in auxiliary states.	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=agent_5&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=agent_5&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=agent_5&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=agent_5&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": [
        {
            "agent_name": "",
            "agent_id": "",
            "status_x_hour": [
                {
                    "hour": "",
                    "calls": "",
                    "inbound": "",
                    "outbound": "",
                    "internal": "",
                    "ready_time": "",
                    "inbound_time": "",
                    "outbound_time": "",
                    "acw_time": "",
                    "ring_time": "",
                    "login_time": "",
                    "aht": "",
                    "occupancy": "",
                    "aux_time": ""
                }
            ]
        }
    ]
}

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Lima +51 (1) 644 91 39

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