URL:
https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=chat_8&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}
Description:
This report allows to track the interactions that start in a chat managed by a bot and that are transferred for attention by a human agent.
This report details the chat ID, interaction ID, start and end date, chatbot usage time, routing point and channel used.
From the customer it indicates the name, phone number, characters typed and ID; while from the agent it informs the ID, agent name and time of attention to the user.
It also provides the total time of attention and the total number of characters typed.
Benefit:
Identifying the actions in which the user has been transferred to a human agent makes it possible to evaluate the self-management model of the chat and to detail the actions in which it is essential to be attended by a consultant.
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 |
|---|---|---|
| conn_id | Corresponds to the chat identification number | String |
| session_id | customer identifier vs. channel and/or connector | String |
| times_chatted | Indicates the number of messages that were sent | String |
| start_date | Start date | String |
| end_date | Completion date | String |
| time_on_chatbot | Indicates the time the client was served by the bot. | String |
| rp_id | Indicates the numerical identification of the routing point. | String |
| channel | Refers to the channel used in the interaction | String |
| go_to_agent | Allows to identify if the interaction had a passage to agent | String |
| customer_phone | Refers to the customer’s telephone number | String |
| customer_name | Client’s name | String |
| agent_id | Refers to the numerical identification of each wolkvox Agent user. | String |
| agent_name | Agent’s name | String |
| time_with_agent | Indicates the time the agent spent on the service. | String |
| total_time | Indicates the amount of time used to manage the interaction. | String |
| customer_chars | Indicates the numerical amount of characters typed by the customer. | String |
| agent_chars | Indicates the numerical number of characters typed by the agent. | String |
| total_chars | Indicates the number of characters that were typed by the client and the consultant. | String |
| asa | The time elapsed since the chat is initiated by the customer and responded to by the consultant | String |
| last_sender | Indicates the last participant who interacted | String |
| customer_id | Corresponds to the customer’s identification number | String |
| customer_email | This is the customer’s email address | String |