6. Real-time reporting of Skill - Wolkvox

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APIs Real Time

6. Real-time reporting of Skill

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=skills&skill_id={skill_number}

Description:

Consult in Skill in real time the calls in queue, the number of incoming calls specifying answered and abandoned calls, the level of service and the percentage of abandonment.

Benefit:

Identifying the service level is important for operations because this indicator can be not only an objective, but also a real performance measurement. This report makes it possible to track by skill in real 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 server nomenclature of the operation.
You must replace {skill_number} by the identification number of the skill for which you want to generate the report.
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	Type of report required	String

Response

NAME	DESCRIPTION	TYPE
skill_id	Refers to the numerical identification of the skill	String
skill_name	Skill name	String
calls_in_queue_now	Indicates the number of calls in queue to be attended by agent	String
stat_inbound	Statistics of incoming calls	String
stat_answer	It is the statistics of the calls attended	String
stat_abandon	It is the statistic of abandoned calls	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
by_abandon	It is the percentage of inbound calls hung up by the client before the consultant’s attention.	String

Possible response codes

				
					$curl = curl_init();

curl_setopt_array($curl, array(
  CURLOPT_URL => 'https://wv{{wolkvox_server}}.wolkvox.com/api/v2/real_time.php?api=skills&skill_id={{skill_id}}',
  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/real_time.php?api=skills&skill_id={{skill_id}}' \
--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/real_time.php?api=skills&skill_id={{skill_id}}")
  .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/real_time.php?api=skills&skill_id={{skill_id}}"

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": "",
            "skill_name": "",
            "calls_in_queue_now": "",
            "stat_inbound": "",
            "stat_answer": "",
            "stat_abandon": "",
            "service_level_10seg": "",
            "service_level_20seg": "",
            "service_level_30seg": "",
            "by_abandon": ""
        }
    ]
}

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