WHY WOLKVOX? OMNICHANNEL PLATFORM WOLKVOX CRM CHATBOTS AND VOICEBOTS MANUALS

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8. Chats transferred to agent

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APIs Reports Manager

8. Chats transferred to agent

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.
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 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	Determines the channel through which the interaction was conducted. This column can yield one of the following values: facebook, instagram, telegram, web, and whatsapp.	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 who sent the last message. This column can yield the following values: agent (agent), chat_bot (chat bot), and customer (customer).	String
customer_id	Corresponds to the customer’s identification number	String
customer_email	This is the customer’s email address	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=chat_8&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=chat_8&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=chat_8&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=chat_8&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": "-",
            "session_id": "",
            "times_chatted": "",
            "start_date": "",
            "end_date": "",
            "time_on_chatbot": "",
            "rp_id": "",
            "channel": "",
            "go_to_agent": "",
            "customer_phone": "",
            "customer_name": "",
            "agent_id": "",
            "agent_name": "",
            "time_with_agent": "",
            "total_time": "",
            "customer_chars": "",
            "agent_chars": "",
            "total_chars": "",
            "asa": "",
            "last_sender": "",
            "customer_id": "",
            "customer_email": ""
        }
    ]
}

APPLICATIONS

MULTICHANNEL DIALER

WOLKVOX STUDIO

ARTIFICIAL INTELLIGENCE

VOICE OF THE CUSTOMER

QUALITY AND PRODUCTIVITY

ANALYTICS

TELEPHONY

INTEGRATIONS

BY INDUSTRY

BY COMPANY TYPE

SMART TEAMS

AUTOMATION AND ARTIFICIAL INTELLIGENCE

DIGITAL TRANSFORMATION

APPLICATIONS

MULTICHANNEL DIALER

WOLKVOX STUDIO

ARTIFICIAL INTELLIGENCE

VOICE OF THE CUSTOMER

QUALITY AND PRODUCTIVITY

ANALYTICS

TELEPHONY

INTEGRATIONS

BY INDUSTRY

BY COMPANY TYPE

SMART TEAMS

AUTOMATION AND ARTIFICIAL INTELLIGENCE

DIGITAL TRANSFORMATION

< / >

APIs Reports Manager

8. Chats transferred to agent

Request

Response

RESPONSE

UNITED STATES

ARGENTINA

BRAZIL

CHILE

SPAIN

COLOMBIA

GUATEMALA

MEXICO

DOMINICAN REPUBLIC

PERU

AUTOMATION AND
ARTIFICIAL INTELLIGENCE

AUTOMATION AND
ARTIFICIAL INTELLIGENCE