11. IVR vs. transferred to agent En - Wolkvox

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APIs Reports Manager

11. IVR vs. transferred to agent En

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=diagram_11&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report allows tracking of the calls that enter the IVR (routing, start date – end) and are transferred (go to agent) to agent (ID, name, attention time and typification), detailing the call ID, the total attention time, the type of call and the customer data (phone and identification).

Benefit:

It allows to evaluate the retention and self-management of the IVR by verifying the design of the attention diagram to optimize it and improve the attention to the final user.

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 operation server.
The wolkvox-token header must be used to use the authorization token.
Keep in mind that the same token cannot be consumed simultaneously, so you can program that the next API is consumed when the result of the previous one is successful.
In terms of time, to track your operation you can consume the information every 5 minutes.
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
conn_id	Corresponds to the call identification number	String
time_on_rp	It is the total amount of time the user has navigated in the IVR	String
end_date_rp	Indicates the date in the format year-month-day-hour of the IVR start	String
rp_id	Corresponds to the routing point identification number	String
ani	Indicates the caller’s phone number	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=diagram_11&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=diagram_11&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=diagram_11&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=diagram_11&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": [
        {
            "conn_id": "",
            "time_on_rp": "",
            "end_date_rp": "",
            "rp_id": "",
            "ani": "",
            "customer_id": "",
            "time_on_skill": "",
            "skill_id": "-",
            "skill_result": "-",
            "go_to_agent": "",
            "agent_id": "-",
            "agent_name": "-",
            "time_with_agent": "-",
            "cod_act": "-",
            "cod_act_2": "-",
            "type_interaction": "-",
            "total_time": ""
        }
    ]
}

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Ciudad de Guatemala +502 (2) 314 1344

PERU
Lima +51 (1) 644 91 39

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