Page Comparison

Con nuestra API puede interactuar mediante diversos canales, y así mantener su contat center siempre conectado.

Info

Recordar que para poder usar la API se necesita.

Autenticarse y obtener un token para la sesión.
Usar el token en el Header Authorization.
Finalizar sesión.

...

Listado de métricas de una o varias campañas entre un periodo e intervalo determinado.

Info
Puedes consultar las métricas disponibles aquí.

Considerar:

Fecha desde y hasta son obligatorias.
Debes enviar una campaña, como mínimo.
Las métricas son opcionales, retornarán todas por defecto.
El intervalo es opcional, por defecto son de 15 minutos.

InvocaciónWith our API, you can interact through various channels and keep your contact center always connected.

Info

Remember that in order to use the API, you need:

Authenticate and obtain a token for the session.
Use the token in the Header Authorization.
End session.

More info here.

...

Campaign stats

List of metrics, for one or more campaigns, between a certain period and interval.

Info
You can check the available metrics here.

To consider:

Date from and to are mandatory.
You must send, at least, one campaign.
The metrics are optional, they will all return by default.
The interval is optional, by default they are 15 minutes.

API call:

Code Block

https://dominiodomain.ucontactcloud.com/Integra/resources/WFMApi/campaigns
MétodoMethod: GET
Content-type: application/json; charset=UTF-8
ParámetrosParameters: from        (FechaDate desdefrom enin formatoformat YYYY-MM-DD HH:mm)
            to          (FechaDate hastato enin formatoformat YYYY-MM-DD HH:mm)
            campaigns   (ListaList deof campañascampaigns separadasseparated porby coma enin formatoformat canalchannel-CampañaCampaign EjemploExample: sms-WhatsApp_ConsultasCampaign,webchat-AtencionAlClienteCustomerSupport,...)
            metrics     (ListaList deof métricasmetrics separadasseparated porby coma EjemploExample: arts,inMessages,serviceLevel,...)
            interval    (IntervaloInterval 15, 30 oor 60)

RespuestaAnswer: Formato JSON

Ejemplo de solicitudRequest example:

Code Block

curl --location --request GET 'https://dominio.ucontactcloud.com/Integra/resources/WFMApi/campaigns?from=2021-06-10%2000:00&to=2021-06-10%2023:00&metrics=&campaigns=sms-WhatsApp_Campaign&interval=30' \
--header 'Authorization: Basic YXBpOjgzYTk1YzMwLWYyMjYtNDBkYS04NTc5LWZjYmMxMjAzZDE0NQ==' \
--header 'Content-Type: application/json; charset=UTF-8'

Ejemplo de respuestaAnswer example:

Code Block

[
    {
        "date": "2021-06-10 00:00",
        "campaign": "WhatsApp_Campaign",
        "channel": "sms",
        "data": {
            "arts": 713.86,
            "inMessages": 5,
            "outMessages": 15,
            "serviceLevel": 0.0,
            "inInteractions": 0,
            "averageHoldTime": 650.25,
            "outInteractions": 0,
            "transferedAgents": 0,
            "averageAttendedTime": 5947.665,
            "transferedCampaigns": 0,
            "averageFirstResponse": 0.835,
            "attendedInInteractions": 2,
            "completedInInteractions": 4,
            "completedOutInteractions": 0,
            "averageTimeInInteractions": 5949.665,
            "averageTimeOutInteractions": 0.0
        }
    },
    {
        "date": "2021-06-10 00:30",
        "campaign": "WhatsApp_Campaign",
        "channel": "sms",
        "data": {
            "arts": 596.0,
            "inMessages": 8,
            "outMessages": 9,
            "serviceLevel": 50.0,
            "inInteractions": 2,
            "averageHoldTime": 0.5,
            "outInteractions": 0,
            "transferedAgents": 0,
            "averageAttendedTime": 1009.75,
            "transferedCampaigns": 0,
            "averageFirstResponse": 0.25,
            "attendedInInteractions": 1,
            "completedInInteractions": 2,
            "completedOutInteractions": 0,
            "averageTimeInInteractions": 1010.75,
            "averageTimeOutInteractions": 0.0
        }
    }
]

...

Listado de métricas de uno o más agentes entre un periodo e intervalo determinado.

Info
Puedes consultar las métricas disponibles aquí.

Considerar:

Fecha desde y hasta son obligatorias.
Debes enviar un agente, como mínimo.
Las métricas son opcionales, retornarán todas por defecto.
El intervalo es opcional, por defecto son de 15 minutos.

...

Agents stats

List of metrics, for one or more agents, between a certain period and interval.

Info
You can check the available metrics here.

To consider:

Date from and to are mandatory.
You must send, at least, one agent.
The metrics are optional, they will all return by default.
The interval is optional, by default they are 15 minutes.

API call:

Code Block

https://dominiodomain.ucontactcloud.com/Integra/resources/WFMApi/agents
MétodoMethod: GET
Content-type: application/json; charset=UTF-8
ParámetrosParameters: from        (FechaDate desdefrom enin formatoformat YYYY-MM-DD HH:mm)
            to          (FechaDate hastato enin formatoformat YYYY-MM-DD HH:mm)
            agents      (ListaList deof agentesagents separadosseparated porby coma EjemploExample: srodriguezjdoe,amartinezmsmith,...)
            metrics     (ListaList deof métricasmetrics separadasseparated porby coma EjemploExample: logged,adherence,breaks,...)
            interval    (IntervaloInterval 15, 30 oor 60)

RespuestaAnswer: Formato JSON

Ejemplo de solicitudRequest example:

Code Block

curl --location --request GET 'https://dominio.ucontactcloud.com/Integra/resources/WFMApi/agents?from=2021-06-14%2019:00&to=2021-06-14%2023:00&metrics=&agents=srodriguez&interval=30' \
--header 'Authorization: Basic YXBpOjgzYTk1YzMwLWYyMjYtNDBkYS04NTc5LWZjYmMxMjAzZDE0NQ==' \
--header 'Content-Type: application/json; charset=UTF-8'

Ejemplo de respuestaAnswer example:

Code Block

[
    {
        "date": "2021-06-14 19:30",
        "agent": "srodriguez",
        "data": {
            "logged": 1231,
            "adherence": 0,
            "breaks": {
                "Lunch": 26,
                "Bathroom": 17,
                "Personal": 38
            },
            "calledIn": 2,
            "calledOut": 5,
            "holdIn": 32,
            "holdOut": 0,
            "inCalls": 3423,
            "outCalls": 0,
            "finishedCalls": 0,
            "wrapUp": 0,
            "attendedSmsInteractions": 33,
            "startedSmsInteractions": 0,
            "finishedSmsInteractions": 0,
            "transferredAgentSms": 2,
            "receivedAgentSms": 0,
            "transferedToQueueSms": 0,
            "smsMessagesIn": 0,
            "smsMessagesOut": 2,
            "smsInteractionTime": 0,
            "attendedEmailInteractions": 0,
            "startedEmailInteractions": 3,
            "finishedEmailInteractions": 0,
            "transferredAgentEmail": 3,
            "receivedAgentEmail": 0,
            "transferedToQueueEmail": 0,
            "emailMessagesIn": 0,
            "emailMessagesOut": 0,
            "emailInteractionTime": 0,
            "attendedWebchatInteractions": 0,
            "finishedWebchatInteractions": 0,
            "transferredAgentWebchat": 0,
            "receivedAgentWebchat": 0,
            "transferedToQueueWebchat": 0,
            "webchatMessagesIn": 0,
            "webchatMessagesOut": 0,
            "webchatInteractionTime": 0
        }
    },
    {
        "date": "2021-06-14 20:00",
        "agent": "srodriguez",
        "data": {
            "logged": 1464,
            "adherence": 0,
            "breaks": {},
            "calledIn": 4,
            "calledOut": 12,
            "holdIn": 0,
            "holdOut": 0,
            "inCalls": 3,
            "outCalls": 6,
            "finishedCalls": 0,
            "wrapUp": 0,
            "attendedSmsInteractions": 4,
            "startedSmsInteractions": 0,
            "finishedSmsInteractions": 3,
            "transferredAgentSms": 0,
            "receivedAgentSms": 7,
            "transferedToQueueSms": 0,
            "smsMessagesIn": 0,
            "smsMessagesOut": 0,
            "smsInteractionTime": 9,
            "attendedEmailInteractions": 0,
            "startedEmailInteractions": 0,
            "finishedEmailInteractions": 0,
            "transferredAgentEmail": 0,
            "receivedAgentEmail": 0,
            "transferedToQueueEmail": 0,
            "emailMessagesIn": 0,
            "emailMessagesOut": 2,
            "emailInteractionTime": 0,
            "attendedWebchatInteractions": 0,
            "finishedWebchatInteractions": 0,
            "transferredAgentWebchat": 0,
            "receivedAgentWebchat": 3,
            "transferedToQueueWebchat": 0,
            "webchatMessagesIn": 0,
            "webchatMessagesOut": 0,
            "webchatInteractionTime": 0
        }
    }
]

...

Listado de métricas de interacciones de una o más campañas entre un periodo determinado.

Info
Puedes consultar las métricas disponibles aquí.

Considerar:

Fecha desde y hasta son obligatorias.
Debes enviar una campaña, como mínimo.
Las métricas son opcionales, retornarán todas por defecto.

...

Interaction stats

List of interaction metrics, for one or more campaigns, between a certain period and interval.

Info
You can check the available metrics here.

To consider:

Date from and to are mandatory.
You must send, at least, one campaign.
The metrics are optional, they will all return by default.

API call:

Code Block

https://dominiodomain.ucontactcloud.com/Integra/resources/WFMApi/interactionscampaigns
MétodoMethod: GET
Content-type: application/json; charset=UTF-8
ParámetrosParameters: from        (FechaDate desdefrom enin formatoformat YYYY-MM-DD HH:mm)
            to          (FechaDate hastato enin formatoformat YYYY-MM-DD HH:mm)
            campaigns   (ListaList deof campañascampaigns separadasseparated porby coma enin formatoformat canalchannel-CampañaCampaign EjemploExample: sms-WhatsApp_ConsultasCampaign,webchat-AtencionAlClienteCustomerSupport,...)
            metrics     (ListaList deof métricasmetrics separadasseparated porby coma EjemploExample: artarts,abandoninMessages,durationserviceLevel,...)

RespuestaAnswer: Formato JSON

Ejemplo de solicitudRequest example:

Code Block

curl --location --request GET 'https://dominio.ucontactcloud.com/Integra/resources/WFMApi/interactions?from=2021-06-15%2000:00&to=2021-06-15%2023:00&metrics=&campaigns=sms-WhatsApp_Campaign' \
--header 'Authorization: Basic YXBpOjgzYTk1YzMwLWYyMjYtNDBkYS04NTc5LWZjYmMxMjAzZDE0NQ==' \
--header 'Content-Type: application/json; charset=UTF-8'

Ejemplo de respuestaAnswer example:

Code Block

[
    {
        "guid": "01cbfda3-17ad-4ef5-9951-3d43d433fb40",
        "date": "2021-06-10 03:08",
        "campaign": "WhatsApp_Campaign",
        "channel": "sms",
        "data": {
            "art": 0,
            "guid": "01cbfda3-17ad-4ef5-9951-3d43d433fb40",
            "start_date": "2021-06-15 03:08:56",
            "end_date": "2021-06-15 07:01:25",
            "channel": "sms",
            "clientname": "Agustin Perez",
            "clientid": "5730024649754",
            "abandon": false,
            "holdtime": 13883,
            "duration": 13949,
            "attentionTime": 66,
            "direction": "inbound",
            "in": 0,
            "out": 0,
            "dateAttended": "2021-06-10 07:00:19",
            "firstResponseTime": 0,
            "campaign": "WhatsApp_Campaign",
            "agent": "srodriguez",
            "finishedbyclient": false
        }
    },
    {
        "guid": "01cbfda3-17ad-4ef5-9951-3d43d433fb40",
        "date": "2021-06-10 03:08",
        "campaign": "WhatsApp_Campaign",
        "channel": "sms",
        "data": {
            "art": 0,
            "guid": "fa51ab96-9a8d-4c8b-938b-b03312765b61",
            "start_date": "2021-06-10 03:08:57",
            "end_date": "2021-06-10 07:06:20",
            "channel": "sms",
            "clientname": "Jorge Lescano",
            "clientid": "573015957306",
            "abandon": false,
            "holdtime": 13882,
            "duration": 14243,
            "attentionTime": 361,
            "direction": "inbound",
            "in": 0,
            "out": 1,
            "dateAttended": "2021-06-10 07:00:19",
            "firstResponseTime": 13960,
            "campaign": "WhatsApp_Campaign",
            "agent": "srodriguez",
            "finishedbyclient": false
        }
    }
]

...

Versions Compared

Old Version 1

New Version Current

Key

Campaign stats

Agents stats

Interaction stats