2. Report hourly agent times (status time) - Wolkvox

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APIs Customer

2. Report hourly agent times (status time)

URL:

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

Description:

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

Response

NAME	DESCRIPTION	TYPE
operation	Indicates the name of the operation	String
date	Indicates the date in year-month-day format	String
hour	Indicates in military time format	String
agent_id	Refers to the numerical ID of each wolkvox user Agent	String
agent_dni	Refers to the ID of each wolkvox user Agent	String
agent_name	Name of the agent	String
calls	the number of calls (inbound, outbound and internal)	String
calls_inbound	The number of inbound calls handled by the agent	String
calls_outbound	The number of outbound calls handled by an agent	String
calls_internal	Refers to calls handled inside the operation	String
ready_time	Indicates the time that the agent has remained in the auxiliary ready state	String
inbound_time	Indicates the time the agent has handled inbound calls	String
outbound_time	Indicates the time the agent has handled outbound calls	String
acw_time	Is the time the agent has spent in developing the required activities after the end of the call	String
ring_time	Indicates the time elapsed from the time the call is dialed until it is answered	String
login_time	Indicates the time the agent remained logged into wolkvox Agent	String
aht	Average Handling Time measures the time an agent takes to handle a customer	String
occupancy	ndicates the consolidated time the agent was busy with calls or call documentation	String
aux_time	Is the time the agent has been 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/customer.php?api=agents_statustime&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/customer.php?api=agents_statustime&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/customer.php?api=agents_statustime&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/customer.php?api=agents_statustime&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": [
        {
            "operation": "",
            "date": "",
            "hour": "",
            "agent_id": "",
            "agent_dni": "",
            "agent_name": "",
            "calls": "",
            "calls_inbound": "",
            "calls_outbound": "",
            "calls_internal": "",
            "ready_time": "",
            "inbound_time": "",
            "outbound_time": "",
            "acw_time": "",
            "ring_time": "",
            "login_time": "",
            "aht": "",
            "occupancy": "",
            "aux_time": ""
        }
    ]
}

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