9. Abandoned calls per interval - Wolkvox

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APIs Reports Manager

9. Abandoned calls per interval

URL:

https://wv{{wolkvox_server}}.wolkvox.com/api/v2/reports_manager.php?api=skill_9&skill_id={{skill_id}}&date_ini={{YYYYmmddHHiiss}}&date_end={{YYYYmmddHHiiss}}

Description:

This report allows you to consult all the skills of the operation or by specific skill to identify the time that customers wait on the line without being served before leaving the interaction. The waiting time is measured by 10-second time intervals.

Benefit:

Through this report it is possible to identify the time that customers wait in line before leaving the interaction, allowing to evaluate whether the number of agents available is sufficient to meet user demand.

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.
This API can receive the parameter skill_id=all.
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
skill_id	Numerical identification of the skill	String
date_ini	Initial Date (YYYYmmddHHiiss)	String
date_end	Final Date (YYYYmmddHHiiss)	String

Response

NAME	DESCRIPTION	TYPE
skill_id	Refers to the numerical identification of the skill	String
skill_name	Skill name	String
abandon_calls	The total number of inbound calls hung up by the client before the consultant’s attention.	String
abandon_0seg_10seg	It is the result of inbound calls hung up between 0 and 10 seconds by the customer before the consultant’s attention.	String
abandon_11seg_20seg	It is the result of inbound calls hung up between 11 and 20 seconds by the customer before the advisor’s attention.	String
abandon_21seg_30seg	It is the result of inbound calls hung up between 21 and 30 seconds by the customer before the consultant’s attention.	String
abandon_31seg_40seg	It is the result of inbound calls hung up between 31 and 40 seconds by the customer before the consultant’s attention.	String
abandon_41seg_50seg	It is the result of inbound calls hung up between 41 and 50 seconds by the customer before the consultant’s attention.	String
abandon_greater_than_51seg	It is the result of inbound calls hung up in a time greater than or equal to 51 seconds 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/reports_manager.php?api=skill_9&skill_id={{skill_id}}&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=skill_9&skill_id={{skill_id}}&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=skill_9&skill_id={{skill_id}}&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=skill_9&skill_id={{skill_id}}&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": [
        {
            "skill_id": "",
            "skill_name": "",
            "abandon_calls": "",
            "abandon_0seg_10seg": "",
            "abandon_11seg_20_seg": "",
            "abandon_21seg_30seg": "",
            "abandon_31seg_40seg": "",
            "abandon_41seg_50seg": "",
            "abandon_greater_than_51seg": ""
        }
    ]
}

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