API - Relatório - Chamadas Atendidas x Abandonadas x SLA

Owned by Lucas Castro
Last updated: Jan 26, 2023 by Carolyna Cibelly (Unlicensed)


Para poder utilizar a API do Evolux, é necessário primeiro Gerar um Token.

Report URL/callcenter/report/answered_abandoned_sla
API URL:/api/v1/report/answered_abandoned_sla


Atualmente, a maneira mais fácil de usar essa API é através do relatório original. Acessar a Report URL pela interface Web, escolher os filtros desejados e copiar os parâmetros GET que o relatório preenche na URL ao ser gerado. 

Acesso via WEB do Relatório (Report URL)

http://example.evolux.net.br:8080//callcenter/report/answered_abandoned_sla?entity=queues&queue_or_group=queues&group_by=day&week_day=0&start_hour=07&end_hour=19&start_date=&end_date=&state=&city=&generate_report=true

Parâmetros GET da URL:

?entity=queues&queue_or_group=queues&group_by=day&week_day=0&start_hour=07&end_hour=19&start_date=&end_date=&state=&city=&generate_report=true

Acesso via API do Relatório (API URL)

curl 'http://example.evolux.net.br:8080/api/v1/report/answered_abandoned_sla?token=011621c7-2D03-592b-1027-c3d8a1224296&entity=queues&queue_or_group=queues&group_by=day&week_day=0&start_hour=07&end_hour=19&start_date=&end_date=&state=&city=&generate_report=true'


Para usar a API, é necessário incluir também o parâmetro Token na requisição.


Retorno:

{"data": 
  [
    {"in_sla_duration_percent": 91.72185430463577, 
     "abandoned_after_threshold_percent": 32.16266173752311, 
     "in_sla_duration_balanced_percent": 114.65231788079468, 
     "in_sla_duration": 277, "sla_wait": 20,      
     "lost_percent": 0.0, "time_end": 1474599599, 
     "in_sla_wait_balanced_percent": 34.354304635761586, 
     "asa": 169, "answered_after_60s": 181, 
     "unanswered": 239, "answered_percent": 55.822550831792974, 
     "active": 0, "calls": 541, "asa_sum": 51124, 
     "abandoned_percent": 44.17744916820702, 
     "abandoned_until_2m_percent": 74.05857740585773, 
     "abandoned_until_2m": 177, 
     "abandoned_before_threshold_percent": 12.014787430683919, 
     "abandoned": 239, "abandoned_until_1m": 131, 
     "abandoned_until_1m_percent": 54.811715481171554, 
     "in_sla_wait_percent": 27.483443708609272, 
     "time_start": 1474513200, "sla_duration": 300, "lost": 0, 
     "abandoned_until_30s_percent": 37.238493723849366, 
     "in_sla_wait": 83, "in_sla_wait_inclusive_percent": 17.436974789915965, 
     "abandoned_until_10s": 37, "abandoned_until_10s_percent": 15.481171548117153, 
     "label": "22/09/2016", "unanswered_percent": 44.17744916820702, 
     "answered": 302, "att": 130, "in_sla_duration_inclusive_percent": 58.19327731092437, 
     "abandoned_before_threshold": 65, "abandoned_after_threshold": 174, 
     "abandoned_until_30s": 89, "att_sum": 39265
    }, {
     "in_sla_duration_percent": 91.72185430463577, 
     "in_sla_duration_balanced_percent": 34.354304635761586, 
     "in_sla_wait_balanced_percent": 100, "answered_after_60s": 181,     
     "answered_percent": 55.822550831792974, "abandoned_percent": 44.17744916820702, 
     "abandoned_until_2m": 177, "abandoned_before_threshold_percent": 12.014787430683919, 
     "abandoned_until_30s": 89, "abandoned_until_1m_percent": 54.811715481171554, 
     "lost_percent": 0.0, "in_sla_duration_inclusive_percent": 58.19327731092437, 
     "abandoned_until_10s": 37, "unanswered": 239, "label": "Total", 
     "unanswered_percent": 44.17744916820702, "answered": 302, 
     "abandoned_after_threshold": 174, "abandoned_after_threshold_percent": 32.16266173752311, 
     "in_sla_duration": 277, "abandoned_until_10s_percent": 15.481171548117153, 
     "abandoned_until_2m_percent": 74.05857740585773, "asa": 169, "abandoned_before_threshold": 65, 
     "abandoned_until_1m": 131, "abandoned": 239, "lost": 0, 
     "abandoned_until_30s_percent": 37.238493723849366, "att": 130, "in_sla_wait": 83, 
     "calls": 541, "in_sla_wait_inclusive_percent": 17.436974789915965, 
     "in_sla_wait_percent": 27.483443708609272
    }
  ], 
    "meta": {"status": 200, "message": "OK"}, 
    "params": {"city": "", "week_day": "0", 
    "queues": [
       {"name": "Fila 01", "id": 151}, 
       {"name": "Fila 02", "id": 324}, 
       {"name": "Fila 03", "id": 55}, 
       {"name": "Fila 04", "id": 8}, 
       {"name": "Fila 05", "id": 282}, 
       {"name": "Fila 06", "id": 12}, 
       {"name": "Fila 07", "id": 1}, 
       {"name": "Fila 08", "id": 3}, 
       {"name": "Fila 09", "id": 111}, 
       {"name": "Fila 10", "id": 2}], 
    "start_hour": "07", "end_hour": "19", "state": "", "group_by": "day", "queue_groups": []}}

Atualmente a API retorna uma quantidade de campos maior do que os que existem no relatório extraído diretamente na interface Web. Dessa forma, os campos a serem considerados, são:

"date": "2023-01-02",                                   #Dias (data)
"calls": 465,                                           #Total
"answered": 426,                                        #Atendidas - Qtd
"answered_percent": 91.61,                              #Atendidas - %
"answered_after_60s": 153,                              #Atendida após 60s
"abandoned": 38,                                        #Abandonadas - Qtd
"abandoned_percent": 8.17,                              #Abandonadas - %
"dropout": 0,                                           #Desistências - Qtd
"lost": 1,                                              #Perdidas - Qtd
"lost_percent": 0.21,                                   #Perdidas - %
"callback": 0,                                          #Callback - Qtd
"callback_percent": 0.0,                                #Callback - %
"in_sla_wait": 216,                                     #Dentro do SLA de Espera - Qtd
"in_sla_wait_percent": 50.70,                           #Dentro do SLA de Espera - %dia
"in_sla_wait_inclusive_percent": 46.55,                 #Dentro do SLA de Espera - %I
"in_sla_wait_balanced_percent": 56.33,                  #Dentro do SLA de Espera - %B
"in_sla_duration": 162,                                 #Dentro do SLA de Duração - Qtd
"in_sla_duration_percent": 38.02,                       #Dentro do SLA de Duração - %
"in_sla_wait_20": 216,                                  #Dentro do SLA de Espera (20s) - Qtd
"in_sla_wait_20_percent": 50.70,                        #Dentro do SLA de Espera (20s) - %dia
"in_sla_wait_20_inclusive_percent": 46.55,              #Dentro do SLA de Espera (20s) - %I
"in_sla_wait_20_balanced_percent": 56.33,               #Dentro do SLA de Espera (20s) - %B
"in_sla_wait_60": 274,                                  #Dentro do SLA de Espera (60s) - Qtd
"in_sla_wait_60_percent": 64.31,                        #Dentro do SLA de Espera (60s) - %dia
"in_sla_wait_60_inclusive_percent": 59.051,             #Dentro do SLA de Espera (60s) - %I
"in_sla_wait_60_balanced_percent": 71.46,               #Dentro do SLA de Espera (60s) - %B
"asa": 91.51,                                           #TME
"att": 426.29,                                          #TMA
"avg_talk_time": 426.29,                                #TMF
"avg_hold_time": 0.0,                                   #TMH
"avg_acw_time": 12.0,                                   #TMACW
"avg_handle_time": 438.29,                              #TMO
"hold_count": 0,                                        #Contagem de Hold
"acw_count": 426,                                       #Contagem de ACW
"headcount": null,                                      #Head Count (HC)
"headcount_logged": null,                               #Head Count Logado
"headcount_net": null,                                  #HeadCount Liquido
"headcount_productive": null                            #Head Count Produtivo