Data Service API
# Data Service API
# Talk Management
# ● Query Main Talk List
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/maincdrs/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param Description
| Param | Type | Required | Description |
|---|---|---|---|
| startTime | long | Yes | Start time (ms) |
| endTime | long | Yes | End time (ms) |
| pageNum | int | Yes | Page number starting from 1 |
| pageSize | int | Yes | Record entries on each page |
| callID | String | No | Main callID of talk records |
| hideNumber | int | No | Customer number masking. 0: Not set, plaintext by default; 1: Masking; 2: Plaintext |
| operator | String | No | Request operator; use agent work no. when agentType is 0 and agent id when agentType is 1 |
| agent | String | No | Involved agent; use agent work no. when agentType is 0 and agent id when agentType is 1 |
| agentType | int | No | API agent param type: 0: Agent work no., 1: Agent id |
| firstDistributedQueueId | String | No | 1st Queuing Skill Group |
| customerNumber | String | No | Customer Phone No. |
| gatewayNumber | String | No | Relay No. |
| callType | int | No | Call type 1: Internal 2: Inbound, 3: Outbound; |
| mainDialType | String | No | Inbound; RegularMakeCall; ClickToCallback; TwoWayToPSTN;Internal; PreviewOutbound; PredictiveOutbound; |
| callResult | int | No | Talk result: 4. Agent not found 5. Customer fast clear-down 6. Missed call of agent 7. Missed call of customer 8. Answered by both 9. Relay no. deactivated 21. Answered by Customer 22. System Unanswered |
| hangupDisposition | int | No | Hang-up side: 1. Others 2. Agent side 3. Customer side |
| attachedData | String | No | Custom data |
| queueCount | int | No | Number of skill groups handling the call 1.Not handled, 2. 1 Group-handled 3. Groups-handled |
| agentCount | int | No | Number of agents handling the call 1. Not handled, 2. 1 Agent-handled 3. Agents-handled |
| transferCount | int | No | Number of transfers initiated 1. No 2. Transferred |
| consultCount | int | No | Answered inquiry calls 1.No 2. Inquiry answered |
| departmentId | String | No | View organization |
| inboundTransferedHumanAgent | String | No | Trans-to-Agent : true or false |
| humanAgentAnswered | String | No | Whether the agent has answered the call : true or false |
| firstQueueVirtualAgentID | String | No | First queue robot number |
| intentClassify | String | No | Intention classification : 1-26(A-Z) |
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| list | Array | Yes | Array Reference Customer Call Main talk list |
Response example:
{
"apiVersion": "6.2",
"status": "Success",
"message": "",
"code": 200,
"reason": "OK",
"kind": "MainCDRInfo",
"data": {
"currPage": 1, // Current page
"pageSize": 15, // Records on each page
"total": 12, // Total records
"list":[
{
"callID":"6bf3cbb167a14c7521993665adba687b", // callID
"callType": 2,
"mainDialType":"Inbound",
"screenNumber":"18618256606", // Displayed customer phone no.
"encryptCustomerNumber":"",
"areaPrefix": "0086",
"areaCode":"0871",
"areaProvince":"yunnan",
"areaCity":"kunming",
"customerId": "",
"customerNick": "",
"gatewayNumber":"95588", // Replay no. on the customer side
"gatewayNumberNick":"95588nick",
"startTime": 1637068156419 , // Start time unix timestamp (ms)
"alertTime": 1637068256419 , // Dialing time on the customer side unix timestamp (ms)
"answerTime": 1637068356419 , // Connecting time on the customer side unix timestamp (ms)
"bridgeTime": 1637068456419 , // Bridging time between customer and agent unix timestamp (ms)
"endTime": 1637068556419 , // Hang-up time on the customer side unix timestamp (ms)
"alertDuration": 0,
"accumAgentRingingDuration": 5,
"accumQueuesWithoutAgentDuration": 0,
"duration": 100, // Duration from bridging to hang-up on the customer side Unit: Seconds
"totalDuration": 120, // Duration from start to hang-up on the customer side Unit: Seconds
"callResult": 4,
"firstDistributedQueueID":"", // 1st queued skill group's ID
"firstDistributedQueueName":"", // 1st queued skill group's name
"callDistributedFirstTime": 1736167934235,
"lastDistributedQueueId": "",
"callDistributedResult":2, // Waiting Status in Last Queue 1. Queuing in agent answering 2. Queuing timeout 3. No agent available 4. Abandoned call in queue 5. Full queue 6. Clear down error in queue
"callDistributedTotalDuration": 5,
"earlyDetectCause": "", // Ring-back tone for PSTN number call failure, 0 by default
"reasonOfNotAnswer": "",
"hangupDisposition": 1, // Hang-up direction
"attachedData":"{\"customerName\":\"ZhangSan\",\"customerDept\":\"universe bank\"}",
"recordUrl":"https://sg.sobot.io/callservice/v6/cc-audios/recordings/cc3738581df7413da5d3204364943e3d", // Recording path. Unified authentication is required for recording downloads
"satisfyStartTime":1637068656419,// Satisfaction start time unix timestamp (ms)
"satisfyEndTime":1637068756419,// Satisfaction end time unix timestamp (ms)
"satisfyResult": "[{\"level\":\"1\",\"keyName\":\"yes\",\"configKeys\":\"1,2,3\",\"key\":\"1\"},{\"level\":\"2\",\"keyName\":\"no\",\"configKeys\":\"1,2,3\",\"key\":\"3\"}]",
"satisfyFlag": 1,
"platformId":"7d6c1b38caad4a539d92b73d390b664c", // Platform merchant ID
"companyId":"825072edbd914f47aa8704de02f1cdb6", // Company ID
"feeSeconds":100, // Billing - Billing duration (s)
"feeMinutes":2, // Billing - Billing duration (mins)
"firstRouteId":"3b36d0a056404a48b644c39ed82e22fe", // 1st routing ID
"firstRouteName":"", // 1st routing name
"firstIVRId":"", // 1st IVR ID
"firstIVRName":"", // 1st IVR name
"belongAgentUUID": "",
"belongAgentID": "",
"belongAgentName": "",
"belongAgentDN": "",
"belongAgentPhoneType": 0,
"belongAgentPSTN": "",
"transferCount":1, // Number of initiated transfer
"consultCount":1, // Number of successful inquiries
"ivrTraces": [
{
"nodeName": "jzctest1",
"toId": null,
"ivrName": "jzc-test",
"nodeType": "to_queue",
"fromId": "3a9aaffd799c4c6286722f9ff13666a4",
"fromType": 12,
"toName": null,
"fromName": "jzc-test",
"startTime": 1736167934155,
"endTime": 1736167939414,
"nodeId": "dc6fe873371b4ff0ac404e389087281f",
"ivrId": "b7f90bd64da8486682061beae722b9aa",
"fromCode": null
}
],
"groupTraces": [
{
"groupName": "jzctest1",
"fromType": 13,
"leaveCause": 1,
"fromName": "jzc-test",
"startTime": 1736167934235,
"endTime": 1736167945075,
"fromId": "b7f90bd64da8486682061beae722b9aa",
"fromCode": null,
"groupCode": "0845"
}
],
"summaryId": "",
"summaryClassifyNames": "",
"summaryTemplateName": "",
"summaryHandleProgress": 0,
"summaryClassifyCodes": "",
"summaryHandleProgressName": "",
"summaryClassifyIds": "",
"remark": "",
"customerFields": "",
"callerNumber": "",
"callerAgentUUID": "",
"callerDN": "",
"calleeNumber": "",
"calleeAgentUUID": "",
"calleeDN": "",
"firstCallAgentUUID": "", // 1st call agent's ID
"firstCallAgentID": "", // 1st call agent's work no.
"firstCallAgentName": "",
"summaryUpdateTime": "",
"firstAgentUUID": "", // 1st answer agent's ID
"firstAgentID": "", // 1st answer agent's work no.
"firstAgentName": "", // 1st answer agent's name
"userData":"{\"VIP_CODE\":\"112233\",\"VIP_NAME\":\"VIP123\"}",
"firstQueueVirtualAgentID": "",
"firstQueueVirtualAgentName": "",
"inboundTransferedHumanAgent": true,
"humanAgentAnswered": true,
"firstTransferHumanAgentTime": 1736167934155,
"firstHumanAgentAnswerTime": 1736167939355,
"waitingForHumanAnswerDuration": 5,
"virtualAgentCallDuration": 0,
"intentClassify": "",
"intentName": "",
"totalCustomerRepliesToVirtualAgentCount": 0
}
]
}
}
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# ● Query Sub Agent Talk List
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/maincdrs/{callID}/partycdrs
Request method: GET
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param Description
| Param | Type | Required | Description |
|---|---|---|---|
| callID | String | Yes | Main talk list. 1 talk has and only has 1 main talk list id |
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| list | Array | Yes | Array element reference Agent Call Sub talk list |
Response example:
{
"apiVersion": "6.2",
"status": "Success",
"message": "",
"code": 200,
"reason": "OK",
"kind": "PartyCDRInfo",
"data": {
"list":[
{
"callID":"6bf3cbb167a14c7521993665adba687b", // callID
"callType": 2,
"partyId":"8af8e51f23515fe2a62193e09ceaf0f2", // Sub talk list ID In addition to the customer, each party is a sub talk list
"dialType":1, // Call type 1. Call 2. Transfer 3. Inquiry 4. Monitor 5. Take away 6. Interrupt
"agentType":1, // Agent type 0. Work no. 1. Agent uuid
"phoneType":1, // Answering device type 1. webrtc 2. Wechat 3. pstn 4. sip 5. sobotapp
"agentUUID":"ccc661e374bc5e8b8323af632e77367d",
"agentDN": "1001", // Phone no. used by agent Extension or pstn no.
"gatewayNumber":"95588", // Outbound relay no. on the agent side; extension no., which can be an empty string
"startTime": 1637068156419 , // Start time on the agent side unix timestamp (ms)
"alertTime": 1637068256419 , // Dialing time on the agent side unix timestamp (ms)
"answerTime": 1637068356419 , // Connecting time on the agent side unix timestamp (ms)
"bridgeTime": 1637068456419 , // Bridging time between customer and agent unix timestamp (ms)
"endTime": 1637068556419 , // Hang-up time on the agent side unix timestamp (ms)
"duration":100, // Talk duration on the agent side Unit: s
"callResult":2, // Call result on the agent side 1. Call failed 2. Call succeeded-agent missed 3. Call succeeded-agent answered
"hangupDisposition": 1, // Hang-up direction
"earlyDetectCause":200, // Ring-back tone for agent PSTN number call failure, 0 by default
"agentName":"Tom",
"agentID":"1001", // Agent work no.
"phoneType": 0, // 1.webrtc 2.wechat 3.pstn 4.sip 5.sobotapp
"agentRole": 2, // 2 : Agent 4: 3rd-party PSTN 5: Virtual agent
"DNIS":"18655668888", //
"platformId":"PlatformId", // Platform ID
"departmentId":"aa37b2378e364288963c860edb65c33d|dd72f0cb8a324b59bb172ca571df163d", // Department
"chargeDepartmentId":"aa37b2378e364288963c860edb65c33d|dd72f0cb8a324b59bb172ca571df163d", // Billing organization
"numberType":1, // Billing number type provided by boss 1: Landline number 2: Phone number 3: Number starting with 95/96 4: Number starting with 1010 5: Number starting with 400 6: Forced display number 7: Virtual number 8: Enterprise self-owned number
"feeSeconds":9, // Billing Unit: second
"feeMinutes":1,// Billing Unit: minute
"fee":0.0, // Billing fee 2 digits after decimal point
"companyId":"aa37b2378e364288963c860edb65c33d", // Company ID
"fromAgentUUID":"FromAgentUUID", // Source agent UUID of call
"fromAgentID":"FromAgentID", // Source agent work no. of call
"fromAgentName":"FromAgentName", // Source agent name of call
"fromQueueID":"FromQueueID", // Source skill group code of call
"fromQueueName":"FromQueueName", // Source skill group name of call
"lastAgentFlag":false // Whether it is the last service agent
},
{
}
]
}
}
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# ● Query Main and Sub Talk Lists
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/cdrs/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param Description
| Param | Type | Required | Description |
|---|---|---|---|
| callID | String | Yes | Main callID of talk records |
| hideNumber | int | No | Customer number masking. 0: Not set, plaintext by default; 1: Masking; 2: Plaintext |
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| call | String | Yes | reference Customer Call Main talk list |
| parties | Array | Yes | Array reference Agent Call Sub talk list |
Response example:
{
"apiVersion": "6.2",
"status": "Success",
"message": "",
"code": 200,
"reason": "OK",
"kind": "JSONObject",
"data": {
"list":[
{
"callID":"6bf3cbb167a14c7521993665adba687b", // callID
"callType": 2,
"mainDialType":"Inbound",
"screenNumber":"18618256606", // Displayed customer phone no.
"encryptCustomerNumber":"",
"areaPrefix": "0086",
"areaCode":"0871",
"areaProvince":"yunnan",
"areaCity":"kunming",
"customerId": "",
"customerNick": "",
"gatewayNumber":"95588", // Replay no. on the customer side
"gatewayNumberNick":"95588nick",
"startTime": 1637068156419 , // Start time unix timestamp (ms)
"alertTime": 1637068256419 , // Dialing time on the customer side unix timestamp (ms)
"answerTime": 1637068356419 , // Connecting time on the customer side unix timestamp (ms)
"bridgeTime": 1637068456419 , // Bridging time between customer and agent unix timestamp (ms)
"endTime": 1637068556419 , // Hang-up time on the customer side unix timestamp (ms)
"alertDuration": 0,
"accumAgentRingingDuration": 5,
"accumQueuesWithoutAgentDuration": 0,
"duration": 100, // Duration from bridging to hang-up on the customer side Unit: Seconds
"totalDuration": 120, // Duration from start to hang-up on the customer side Unit: Seconds
"callResult": 4,
"firstDistributedQueueID":"", // 1st queued skill group's ID
"firstDistributedQueueName":"", // 1st queued skill group's name
"callDistributedFirstTime": 1736167934235,
"lastDistributedQueueId": "",
"callDistributedResult":2, // Waiting Status in Last Queue 1. Queuing in agent answering 2. Queuing timeout 3. No agent available 4. Abandoned call in queue 5. Full queue 6. Clear down error in queue
"callDistributedTotalDuration": 5,
"earlyDetectCause": "", // Ring-back tone for PSTN number call failure, 0 by default
"reasonOfNotAnswer": "",
"hangupDisposition": 1, // Hang-up direction
"attachedData":"{\"customerName\":\"ZhangSan\",\"customerDept\":\"universe bank\"}",
"recordUrl":"https://sg.sobot.io/callservice/v6/cc-audios/recordings/cc3738581df7413da5d3204364943e3d", // Recording path. Unified authentication is required for recording downloads
"satisfyStartTime":1637068656419,// Satisfaction start time unix timestamp (ms)
"satisfyEndTime":1637068756419,// Satisfaction end time unix timestamp (ms)
"satisfyResult": "[{\"level\":\"1\",\"keyName\":\"yes\",\"configKeys\":\"1,2,3\",\"key\":\"1\"},{\"level\":\"2\",\"keyName\":\"no\",\"configKeys\":\"1,2,3\",\"key\":\"3\"}]",
"satisfyFlag": 1,
"platformId":"7d6c1b38caad4a539d92b73d390b664c", // Platform merchant ID
"companyId":"825072edbd914f47aa8704de02f1cdb6", // Company ID
"feeSeconds":100, // Billing - Billing duration (s)
"feeMinutes":2, // Billing - Billing duration (mins)
"firstRouteId":"3b36d0a056404a48b644c39ed82e22fe", // 1st routing ID
"firstRouteName":"", // 1st routing name
"firstIVRId":"", // 1st IVR ID
"firstIVRName":"", // 1st IVR name
"belongAgentUUID": "",
"belongAgentID": "",
"belongAgentName": "",
"belongAgentDN": "",
"belongAgentPhoneType": 0,
"belongAgentPSTN": "",
"transferCount":1, // Number of initiated transfer
"consultCount":1, // Number of successful inquiries
"ivrTraces": [
{
"nodeName": "jzctest1",
"toId": null,
"ivrName": "jzc-test",
"nodeType": "to_queue",
"fromId": "3a9aaffd799c4c6286722f9ff13666a4",
"fromType": 12,
"toName": null,
"fromName": "jzc-test",
"startTime": 1736167934155,
"endTime": 1736167939414,
"nodeId": "dc6fe873371b4ff0ac404e389087281f",
"ivrId": "b7f90bd64da8486682061beae722b9aa",
"fromCode": null
}
],
"groupTraces": [
{
"groupName": "jzctest1",
"fromType": 13,
"leaveCause": 1,
"fromName": "jzc-test",
"startTime": 1736167934235,
"endTime": 1736167945075,
"fromId": "b7f90bd64da8486682061beae722b9aa",
"fromCode": null,
"groupCode": "0845"
}
],
"summaryId": "",
"summaryClassifyNames": "",
"summaryTemplateName": "",
"summaryHandleProgress": 0,
"summaryClassifyCodes": "",
"summaryHandleProgressName": "",
"summaryClassifyIds": "",
"remark": "",
"customerFields": "",
"callerNumber": "",
"callerAgentUUID": "",
"callerDN": "",
"calleeNumber": "",
"calleeAgentUUID": "",
"calleeDN": "",
"firstCallAgentUUID": "", // 1st call agent's ID
"firstCallAgentID": "", // 1st call agent's work no.
"firstCallAgentName": "",
"summaryUpdateTime": "",
"firstAgentUUID": "", // 1st answer agent's ID
"firstAgentID": "", // 1st answer agent's work no.
"firstAgentName": "", // 1st answer agent's name
"userData":"{\"VIP_CODE\":\"112233\",\"VIP_NAME\":\"VIP123\"}",
"firstQueueVirtualAgentID": "",
"firstQueueVirtualAgentName": "",
"inboundTransferedHumanAgent": true,
"humanAgentAnswered": true,
"firstTransferHumanAgentTime": 1736167934155,
"firstHumanAgentAnswerTime": 1736167939355,
"waitingForHumanAnswerDuration": 5,
"virtualAgentCallDuration": 0,
"intentClassify": "",
"intentName": "",
"totalCustomerRepliesToVirtualAgentCount": 0,
"parties":[
{
"partyId":"8af8e51f23515fe2a62193e09ceaf0f2", // Sub talk list ID In addition to the customer, each party is a sub talk list
"agentUUID":"ccc661e374bc5e8b8323af632e77367d",
"agentDN": "1001", // Phone no. used by agent Extension or pstn no.
"gatewayNumber":"95588", // Outbound relay no. on the agent side; extension no., which can be an empty string
"startTime": 1637068156419 , // Start time on the agent side unix timestamp (ms)
"alertTime": 1637068256419 , // Dialing time on the agent side unix timestamp (ms)
"answerTime": 1637068356419 , // Connecting time on the agent side unix timestamp (ms)
"bridgeTime": 1637068456419 , // Bridging time between customer and agent unix timestamp (ms)
"endTime": 1637068556419 , // Hang-up time on the agent side unix timestamp (ms)
"afterworkEndTime":1637068756419, // Agent Sorting end time unix timestamp (ms)
"duration":100, // Talk duration on the agent side Unit: s
"callResult":2, // Call result on the agent side 1. Call failed 2. Call succeeded-agent missed 3. Call succeeded-agent answered
"hangupDisposition": 1, // Hang-up direction
"earlyDetectCause":200, // Ring-back tone for agent PSTN number call failure, 0 by default
"agentName":"Tom",
"agentID":"1001", // Agent work no.
"phoneType": 0, // 1.webrtc 2.wechat 3.pstn 4.sip 5.sobotapp
"agentRole": 2, // 2 : Agent 4: 3rd-party PSTN 5: Virtual agent
"DNIS":"18655668888", //
"platformId":"PlatformId", // Platform ID
"departmentId":"aa37b2378e364288963c860edb65c33d|dd72f0cb8a324b59bb172ca571df163d", // Department
"chargeDepartmentId":"aa37b2378e364288963c860edb65c33d|dd72f0cb8a324b59bb172ca571df163d", // Billing organization
"numberType":1, // Billing number type provided by boss 1: Landline number 2: Phone number 3: Number starting with 95/96 4: Number starting with 1010 5: Number starting with 400 6: Forced display number 7: Virtual number 8: Enterprise self-owned number
"feeSeconds":9, // Billing Unit: second
"feeMinutes":1,// Billing Unit: minute
"fee":0.0, // Billing fee 2 digits after decimal point
"companyId":"aa37b2378e364288963c860edb65c33d", // Company ID
"fromAgentUUID":"FromAgentUUID", // Source agent UUID of call
"fromAgentID":"FromAgentID", // Source agent work no. of call
"fromAgentName":"FromAgentName", // Source agent name of call
"fromQueueID":"FromQueueID", // Source skill group code of call
"fromQueueName":"FromQueueName", // Source skill group name of call
"lastAgentFlag":false // Whether it is the last service agent
"dialType":1 // 1. Call 2. Transfer 3. Inquiry 4. Monitor 5. Take away 6. Interrupt
}
]
}
]
}
}
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# Push Management
# ● Push Data Structure Reference
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| X-Log-TimeStamp | String | Yes | Timestamp (server time: ms) |
| X-Log-RandomCode | String | Yes | Random code |
| X-Log-Sign | String | Yes | sign Signature, concatenate the strings of companyId, timestamp ( the server time), random code, and appKey (the key used to configure message forwarding) in order, and use the MD5 digest algorithm (32-bit lowercase) to obtain the value |
Request param (body)
- content-type: application/json;charset=utf-8
- Param Description
Body example in encryption scenario:
Note: In this scenario, the messages pushed will be encrypted first and then placed under the value corresponding to the content
{"content":"LuB+VCYAKuhhkZ27SyQmemjwFUYO"}1Body example in non-encryption scenario:
Note: In this scenario, the message pushed by the body will be in plaintext and not be placed under the value corresponding to the content. Please see the following for details on the plaintext content
# ● Push Talk Record (Main Talk List)
API URL callback API URL:
Request method: POST
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| Main talk list | JSON | Yes | Refer to Main Talk List |
# ● Push Agent Talk Details (Sub Talk List)
API URL callback API URL:
Request method: POST
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| Sub talk list | JSON | Yes | reference Agent Call Sub talk list |
# ● Agent Status Callback
Description Required apply for Request method: POST
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| companyId | String | Yes | Enterprise ID |
| messageID | String | Yes | Event ID. Value: AgentHistoryLogES |
| msgType | String | Yes | Event type. Value: agent_working_status_changed_successfully |
| creationTime | long | Yes | Event time |
| agentUUID | String | No | Target agent ID |
| agentID | String | No | Target agent work no. |
| agentName | String | No | Target agent name |
| loginStatus | int | No | Target agent login status -1. Undefined 0. Offline 1. Online 2. Occupied 98. System locked |
| notReadyStatus | int | No | Occupied reason for the target agent: 0: Unknown 2: DND 4: Post-call sorting 11: Break 12: Training 13: Meeting 14: Dining 16: Active 16-18: Custom 97: Agent enforced occupied 98: System enforced occupied 99: Supervisor enforced occupied |
| workStatus | int | No | Target agent work status: 0: Unknown 1: Ready 2: Occupied 98: Locked 4: Delay-to-handle 6: Dialing 7: Talk 8: Holding |
| startTime | long | Yes | Start time of target agent status |
| callID | String | No | Talk record ID |
| callType | String | No | Call direction type: 2: Inbound 3: Outbound |
| attachedData | String | No | Custom data of talk record |
| partyId | String | No | Agent talk details ID |
| dialType | int | No | Call type of agent talk details: 1: Call 2: Transfer 3: Inquiry 4: Monitor 5: Take away 6: Interrupt |
# ● Service Summary Callback
Description Required apply for Request method: POST
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| companyId | String | Yes | Enterprise ID |
| messageID | String | Yes | Event ID: ServiceSummaryPO |
| msgType | String | Yes | Event type: service_summary_saved_successfully |
| creationTime | long | Yes | Event time |
| callID | String | No | Talk record ID |
| summaryClassifyNames | String | No | Service Category |
| summaryTemplateName | String | No | Service Template |
| summaryHandleProgress | int | No | Processing Progress |
| remark | String | No | Note |
| customerFields | String | No | Custom Field |
| customerId | String | No | Customer ID |
| sourceType | int | No | Source. 0: Blank, 1: From Call Center talk record |
| sourceId | String | No | Source record ID |
| sourceCode | String | No | Source record no. |
| summaryClassifyCodes | String | No | Service category code |
| summaryHandleProgressName | String | No | Processing progress name |
# ● Outbound Task Details Callback
Description Required apply for Request method: POST
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| companyId | String | Yes | Enterprise id |
| messageID | String | Yes | Event ID: ContactRecordsPushBO |
| msgType | String | Yes | Event type: outbound_task_details_changed_successfully |
| creationTime | long | Yes | Event time |
| recordId | String | Yes | Task detail ID |
| contactCode | String | Yes | Task detail No. |
| callingListId | String | Yes | Import batch ID |
| campaignId | String | Yes | Task ID |
| code | String | Yes | Task No. |
| dataFields | List<TemplateFieldEntity> | Yes | Task data template field |
| wrapUpFields | List<TemplateFieldEntity> | Yes | Task summary template field |
| executeFields | List<TemplateFieldEntity> | Yes | Task execution status field |
TemplateFieldEntity
| Param | Type | Required | Description |
|---|---|---|---|
| templateFieldId | String | Yes | Template field ID |
| fieldName | String | Yes | Template field name |
| fieldValue | String | No | Template field content |
| fieldType | String | Yes | Custom field type 1 Single-line text 2 Multi-line text 3 Date 4 Time 5 Value 6 Drop-down list 7 Check box 8 Radio button |
| fieldID | String | No | For default fields, the name is 'compellation', the number is 'number', and the remark is 'remark'; ${field_id} for custom fields |
| fieldText | String | No | When using drop-down, single-selection, multi-selection, or related types, save the name of the option |
# ● Call Event Push
Description Required apply for Request method: POST
| Event name | Event code | Return result |
|---|---|---|
| Inbound call ringing | EventRinging | Refer to Call Event |
| Outbound call dialing | EventDialing | Refer to Call Event |
| Call connected | EventEstablished | Refer to Call Event |
| Call hanged up | EventReleased | Refer to Call Event |
| Attached data changed | EventAttachedDataChanged | Refer to Call Event |
| Call held | EventHeld | Refer to Call Event |
| Call holding canceled | EventRetrieved | Refer to Call Event |
| Talk parties added | EventPartyAdded | Refer to Call Event |
| Talk parties left | EventPartyDeleted | Refer to Call Event |
| Talk parties changed | EventPartyChanged | Refer to Call Event |
| DTMF sent | EventDtmfSent | Refer to Call Event |
| Call created | EventCallCreated | Refer to Call Event |
| Call deleted | EventCallDeleted | Refer to Call Event |
| Traffic error event | EventPartyError | Refer to Call Event |
| Agent error event | EventAgentError | Refer to Call Event |
# ● Data Event - Recording/Submission File Transcription
Description：Required apply for Request method: POST
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| companyId | String | Yes | Enterprise ID |
| messageID | String | Yes | Event ID： ASRContent |
| msgType | String | Yes | Event type：Audio/Message File Transcription - Successfully Generated |
| creationTime | long | Yes | Event time |
| callID | String | Yes | Talk record ID |
| contentList | List | Yes | Dialogue Content |
Dialogue Content(contentList):
| Param | Type | Required | Description |
|---|---|---|---|
| startTime | long | Yes | Start time of this Dialogue Text |
| dialogueRole | String | Yes | Dialogue Role Customer: customer; AnyAgent: agent side; Other: other; |
| sentenceMessage | String | Yes | Dialogue Text |
| endTime | long | Yes | End time of this Dialogue Text |
# ● Data Event - Real-Time Call Transcription
Description：Required apply for Request method: POST
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| companyId | String | Yes | Enterprise ID |
| messageID | String | Yes | Event ID： RASRContent |
| msgType | String | Yes | Event type：Real-time Call Transcription - Successfully Generated |
| creationTime | long | Yes | Event time |
| callID | String | Yes | Talk record ID |
| contentList | List | Yes | Dialogue Content |
Dialogue Content(contentList):
| Param | Type | Required | Description |
|---|---|---|---|
| startTime | long | Yes | Start time of this Dialogue Text |
| dialogueRole | String | Yes | Dialogue Role： Customer: customer; VirtualAgent: bot agent; Agent: human agent; ThirdPSTN: third-party number; Other: other |
| sentenceMessage | String | Yes | Dialogue Text |
| endTime | long | Yes | End time of this Dialogue Text |
# Recording Management
# ● Get the real recording through the field (recordUrl) of Main Customer Talk List
API URL ：https://sg.sobot.io/callservice/v6/cc-audios/recordings/e4d15cfb03ad5N4b7639244F8782000fa614
Request method：GET
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
Return param:
Return MP3 speech flow
# Log Management
# ● Query Agent Work Status Logs
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/agent-histories/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
Request param (body):
| Param | Type | Required | Description |
|---|---|---|---|
| startTime | String | Yes | Start time. Format: yyyy-MM-dd HH:mm, e.g.: 2022-07-07 01:00 |
| endTime | String | Yes | End time. Format: yyyy-MM-dd HH:mm, e.g.: 2022-07-07 23:59 |
| pageNum | int | Yes | Page number starting from 1 |
| pageSize | int | Yes | Record entries on each page |
| departmentId | String[] | No | Organizational structure, department ID |
| queueID | String[] | No | Skill Group Code , e.g. ["8001","8002","8003 "] |
| agent | String[] | No | Use agent work no. when agentType is 0 and agent UUID when agentType is 1 |
| agentType | int | No | 0: Work no., 1: Agent UUID |
| loginStatus | int[] | No | Login status |
| noReadyStatus | int[] | No | Occupied reason for agent |
| workStatus | int[] | No | Work status |
Return param:
| Param | Type | Required | Description |
|---|---|---|---|
| id | String | Yes | Operation logs ID |
| companyId | String | Yes | Enterprise ID |
| agentUUID | String | No | Agent UUID |
| agentID | String | No | Agent work no. |
| agentName | String | No | Agent name |
| loginStatus | int | No | Agent login status: 0: Offline, 1: Online, 2: Occupied, 98: System locked |
| noReadyStatus | int | No | Occupied reason for agent: 2: DND; 11: Break; 12: Training; 13: Meeting; 14: Dining; 15: Active; 16: Custom 1; 17: Custom 2; 18: Custom 3 |
| workStatus | int | No | Agent work status. 1: Ready; 2: Occupied; 4: Sorting; 5: Calling; 6: Ringing; 7: Talking; 8: Holding; 98: Locking |
| startTime | String | No | Start time of agent status |
| endTime | String | No | End time of agent status |
| startTimeMs | long | No | Start time of agent status (ms) |
| endTimeMs | long | No | End time of agent status |
| duration | Seconds | No | Agent status duration |
Response example:
{
"apiVersion": "6.2",
"status": "Success",
"message": "",
"code": 200,
"reason": "OK",
"kind": "AgentHistory",
"data": {
"currPage": 1, // Current page
"pageSize": 15, // Records on each page
"total": 12 // Total records
"pageData":[
{
"id":"d097d27d0a89dB58ad7bce250e0f875a2e19",
"companyId":"825072edbd914f47aa8704de02f1cdb6", // Company ID
"agentUUID":"9a0c9b5fdcca5d1fbe206593dc058788", // Agent UUID
"agentID":"1001", // Agent work no.
"agentName": "ZhangSan", // Agent name
"agentType":1,// Use agent work no. when agentType is 0 and agent UUID when agentType is 1
"thisDN": "1001", // Phone no. used by agent, including extension no. and outside no.
"startTime":"2022-07-07 01:00",// Start Time
"endTime":"2022-07-07 23:59",// End Time
"startTimeMs": 1657126800000,
"endTimeMs": 1657209540000
"duration":"100", // Duration, unit: Seconds
"loginStatus":0, // Agent login status 0: Offline; 1: Online, 2: Occupied, 98: System locked
"noReadyStatus":1,// Occupied reason for agent. 2: DND; 11: Break; 12: Training; 13: Meeting; 14: Dining; 15: Active; 16: Custom 1; 17: Custom 2; 18: Custom 3//
"workStatus":2, // Work status. 1: Ready; 2: Occupied; 4: Sorting; 5: Calling; 6: Ringing; 7: Talking; 8: Holding; 98: Locking
}
]
}
}
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# Monitor Management
# ● View the Current Skill Group Indicator
API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/queues-metrics?queueIds[]={queueId}&pageNum={pageNum}&pageSize={pageSize}&sort={sort}
Request method: GET
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential. Please refer to Obtain the Authentication Token |
| Idempotency-Key | String | Yes | UUID,idempotent |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (query parameters):
| Param | Type | Required | Description |
|---|---|---|---|
| queueIds[] | String | Yes | Queue set; e.g.: queueIds=1001,1002; |
| hideNumber | int | Yes | Customer number masking. 0: Not set, plaintext by default; 1: Masking; 2: Plaintext |
| pageNum | int | Yes | Page number; start from 1 by default |
| pageSize | int | Yes | Record entries on each page; 15 by default |
| sort | String | Yes | Sort field and order. The default format is sort=queueName,asc |
| operatorUserId | String | No | Operator ID; value is not required when agent token is used, and is required when company token is used. When agent token is used and this parameter is also assigned, the id in token is dominant |
Return param
| Param | Type | Required | Description |
|---|---|---|---|
| pageNum | int | Yes | Page number; start from 1 by default |
| pageSize | int | Yes | Record entries on each page; 15 by default |
| total | int | Yes | Total records |
| queuesSummary | Object | Yes | Element. Refer to Skill Group Summary Indicators |
| list | Array | Yes | Element. Refer to Skill Group List Indicators |
Response example:
{
"MessageID": "EventQueuesMetricsWatch",
"companyId":"6da9c206557b5381a70919907fcf1b02",
"creationTime": 433111010800 ,
"pageNum":1,
"pageSize":15,
"total": 12, // Total records
"queuesSummary":{
"members":10, // No. of queuing customers
"noAgentTimeoutMembersToday": 20, // Today - Lost calls without available agent
"exceedMaxMembersToday":20, // Today - Lost calls due to the full queue
"abandonMembersToday":20, // Today - Lost calls due to abandoned queue
"systemCancelMembersToday":20, // Today - Lost calls due to clear down error in queue
"timeoutMembersToday":20, // Today - Lost calls due to queuing timeout
"establishedMembersToday":15, // Today - Calls answered by both
"answerRate":0.25, // Today - Call answer rate of inbound queuing skill group
"inCallAgentsCount":10, // Current - Agents in the work status (in-call)
"readyAgentsCount":20, // Current - Agents in the work status (ready)
"busyingAgentsCount":6, // Current - Agents in the work status (occupied)
"dialingAgentsCount":6, // Current - Agents in the work status (calling)
"ringingAgentsCount":0, // Current - Agents in the work status (dialing)
"establishedAgentsCount":50, // Current - Agents in the work status (talking)
"heldAgentsCount":50, // Current - Agents in the work status (holding)
"acwAgentsCount":48, /// Current - Agents in the work status (sorting)
"sysLockingAgentsCount":48, // Current - Agents in the work status (locking)
},
"list":[
{
"queueName":"support group 2",
"queueId":"q802",
"members":5, // No. of queuing customers
"noAgentTimeoutMembersToday": 10, // Today - Lost calls without available agent
"exceedMaxMembersToday":10, // Today - Lost calls due to the full queue
"abandonMembersToday":10, // Today - Lost calls due to abandoned queue
"systemCancelMembersToday":10, // Today - Lost calls due to clear down error in queue
"timeoutMembersToday":10, // Today - Lost calls due to queuing timeout
"establishedMembersToday":7, // Today - Calls answered by both
"answerRate":0.25, // Today - Call answer rate of inbound queuing skill group
"inCallAgentsCount":5, // Current - Agents in the work status (in-call)
"readyAgentsCount":10, // Current - Agents in the work status (ready)
"busyingAgentsCount":3, // Current - Agents in the work status (occupied)
"dialingAgentsCount":3, // Current - Agents in the work status (calling)
"ringingAgentsCount":0, // Current - Agents in the work status (dialing)
"establishedAgentsCount":25, // Current - Agents in the work status (talking)
"heldAgentsCount":25, // Current - Agents in the work status (holding)
"acwAgentsCount":24, /// Current - Agents in the work status (sorting)
"sysLockingAgentsCount":24, // Current - Agents in the work status (locking)
},
{
"queueName":"support group 1",
"queueId":"q803",
"members":5, // No. of queuing customers
"noAgentTimeoutMembersToday": 10, // Today - Lost calls without available agent
"exceedMaxMembersToday":10, // Today - Lost calls due to the full queue
"abandonMembersToday":10, // Today - Lost calls due to abandoned queue
"systemCancelMembersToday":10, // Today - Lost calls due to clear down error in queue
"timeoutMembersToday":10, // Today - Lost calls due to queuing timeout
"establishedMembersToday":7, // Today - Calls answered by both
"inCallAgentsCount":5, // Current - Agents in the work status (in-call)
"readyAgentsCount":10, // Current - Agents in the work status (ready)
"busyingAgentsCount":3, // Current - Agents in the work status (occupied)
"dialingAgentsCount":3, // Current - Agents in the work status (calling)
"ringingAgentsCount":0, // Current - Agents in the work status (dialing)
"establishedAgentsCount":25, // Current - Agents in the work status (talking)
"heldAgentsCount":25, // Current - Agents in the work status (holding)
"acwAgentsCount":24, /// Current - Agents in the work status (sorting)
"sysLockingAgentsCount":24, // Current - Agents in the work status (locking)
}
]
}
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# ● View the Skill Group Queuing Indicator
API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/queue-members-metrics?queueIds={queueIds}&limit={limit}&sort={sort}
Request method: GET
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential. Please refer to Obtain the Authentication Token |
| Idempotency-Key | String | Yes | UUID,idempotent |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (query parameters):
| Param | Type | Required | Description |
|---|---|---|---|
| queueIds[] | String | Yes | Queue ID; e.g.: queueIds=1001,1002 |
| limit | int | Yes | Displayed pieces; 50 by default |
| sort | String | Yes | Sort field and order. The default format is sort=systemJoinEpoch,asc |
| operatorUserId | String | No | Operator ID; value is not required when agent token is used, and is required when company token is used. When agent token is used and this parameter is also assigned, the id in token is dominant |
Return value:
| Param | Type | Required | Description |
|---|---|---|---|
| list | Array | Yes | Array element Refer to Queuing Customer Number List |
Response example:
{
"MessageID": "EventQueueMembersMetricsWatch",
"companyId":"6da9c206557b5381a70919907fcf1b02",
"creationTime": 433111010800 ,
"total": 50, // Total records; display the first 50 records only
"list": [
{
"customerNumber": 18611115555, // Customer phone no.
"customerName":"Jack",
"customerId": "79500046cace464db91cc203b6aebbf9", // Customer ID
"firstQueueStartTime":1636441434, // Start time timestamp (ms) for first queuing
"lastQueueStartTime":1636541434, // Start time timestamp (ms) for last queuing
"joinSystemEpoch":1636441434, // Call start time
"queueName":"Sale group 2", // Queued skill group
"queueId":"q802", // Queued skill group ID
"queueWaitSeconds":100 // Waiting time in queue
},
{
}
],
}
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# ● Push Agent Indicator
API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/_watch/agents-metrics?departmentIds={departmentIds}&queueIds={queueIds}&agentType={agentType}&agents={agents}&agentWorkStatuses={agentWorkStatuses}&agentLoginStatuses={agentLoginStatuses}&agentBusyReasonCodes={agentBusyReasonCodes}&delay={delay}&pageNum={pageNum}&pageSize={pageSize}&sort={sort}
Request method: Server-sent events (opens new window)
Description: It will be full message for the first time and incremental message later.
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential. Please refer to Obtain the Authentication Token |
| Idempotency-Key | String | Yes | UUID,idempotent |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (query parameters):
| Param | Type | Required | Description |
|---|---|---|---|
| departmentIds[] | String | No | Department set, e.g.: departmentIds=5b660b7cdb445ea0ba973a0032b3c47f,ba973a00325b660b7cdb445ea0b3c47f; |
| queueIds[] | String | No | Queue set; e.g.: queueIds=1001,1002; when both departmentIds and queueIds are blank, it will be the entire company; if both departmentIds and queueIds exist, the intersection will be taken |
| agentType | int | No | 0: agents refers to work no. set; 1: agents refers to agent UUID set |
| agents[] | String | No | Agent UUID or work no. set; example of work no.: agents=1005,1006; example of UUID: agents=1543a84ef0994426a5a8f6eb3ebf7e0f,f43481698368489d9bd6b63f8fdd3c45 |
| agentWorkStatuses[] | int | No | All by default; work status set: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8); e.g.:agentWorkStatuses=5,6 |
| agentBusyReasonCodes[] | int | No | All by default; occupied reason: 11-18; e.g.: agentBusyReasonCodes=11,15 |
| agentLoginStatuses[] | int | No | All by default; login status set: Offline (0), online (2), occupied (2), system locked (98); e.g.: agentLoginStatuses=1,2 |
| callType[] | int | No | Call type, default query for all call types (internal call, outbound call, inbound call); 2-inbound call; 3-outbound call; For example, callType=2,3 |
| sort | String | No | Sort by a specified field; multi-field sorting is not supported. Format: "column,asc/desc"; Default sorting: "agentID,asc" |
| pageNum | int | No | Page number; start from 1 by default |
| pageSize | int | No | Record entries on each page; 15 by default, the maximum number of display agents per page is limited to 50 |
| operatorUserId | String | No | Operator ID; value is not required when agent token is used, and is required when company token is used. When agent token is used and this parameter is also assigned, the id in token is dominant |
Return value:
| Param | Type | Required | Description |
|---|---|---|---|
| queuesSummary | Object | Yes | Skill Group Summary |
| agentsSummary | Object | Yes | Agent list summary |
| agentLoginStatusSummary | Object | Yes | Agent login status summary |
| agentsMetrics | Array | Yes | Array reference Agent list |
Response example:
200 OK
Transfer-Encoding: chunked
Content-Type: text/event-stream;charset=utf-8
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Full response message:
{
"MessageID": "EventAgentsMetricsWatch",
"companyId":"6da9c206557b5381a70919907fcf1b02",
"creationTime": 433111010800 ,
"queuesSummary":{
"members": 20, // Current - Calls in the queue
"readyAgentsCount":1, // Agents in the work status (ready)
"busyingAgentsCount":1, // Agents in the work status (occupied)
"inCallAgentsCount":1, // Agents in the work status (in-call)
"inboundInCallAgentsCount":0, //Number of agents in working status (calling inbound)
"outboundInCallAgentsCount":1, //Number of agents in working status (calling outbound)
"dialingAgentsCount":1, // Agents in the work status (calling)
"ringingAgentsCount":1, // Agents in the work status (dialing)
"establishedAgentsCount":1, // Agents in the work status (talking)
"heldAgentsCount":1, // Agents in the work status (holding)
"acwAgentsCount":1, // Agents in the work status (sorting)
"sysLockingAgentsCount":1, // Agents in the work status (locking)
},
"agentLoginStatusSummary": {
"loginStatusOfflineCount": 1,
"loginStatusOnlineCount": 2,
"loginStatusDNDCount": 0,
"loginStatusBreakCount": 0,
"loginStatusBreak12Count": 0,
"loginStatusBreak13Count": 0,
"loginStatusBreak14Count": 0,
"loginStatusBreak15Count": 0,
"loginStatusBreak16Count": 0,
"loginStatusBreak17Count": 0,
"loginStatusBreak18Count": 0,
"loginStatusSystemLockCount": 0
},
"agentsSummary":{
"inboundAbandonCallsCountToday":10, // Number of inbound calls answered today
"inboundEstablishedCallsCountToday":1, // Number of inbound calls missed today
"outboundCallsCountToday":10, // Number of outbound calls today
"outboundEstablishedCallsCountToday":1 // Number of outbound calls answered today
},
"agentsMetrics":{
"pageNum":1,
"pageSize":15,
"total": 12, // Total records
"list":[
{
"agentUUID":"8d477de896c148d89ee71eeffc67a7ad",
"agentName":"ZhangSan",
"phoneType":1, // 1 : Web page; 2: WeChat; 3: PSTN no.; 4: Sip Phone
"thisDN":"801", // Agent phone no.
"agentWorkStatus":6,// Work status set: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8)
"agentLoginStatus":2,// Offline (0), online (2), occupied (2), system locked (98)
"agentBusyReasonCode":11,// Occupied reason 11-18
"lastWorkStatusChangedTime": 1638944241704, // Timestamp (s) of current agent work status
"lastLoginStatusChangedTime":1706176912305, // Timestamp (s) of current agent login status
"callType": 2, // 2 : Inbound, 3: Outbound, 0: No talk
"customerNumber":"18688889999", // Customer phone no., ""when it is blank
"customerPrivacyNumber": "", // Customer no. encryption
"inboundEstablishedCallsCountToday":10, // Number of inbound calls answered today
"inboundAbandonCallsCountToday":1, // Number of inbound calls missed today
"outboundCallsCountToday":10, // Number of outbound calls today
"outboundEstablishedCallsCountToday":1, // Number of outbound calls answered today
},
{
}
]
}
}
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Incremental notification message:
{
"MessageID": "EventAgentsMetricsChanged",
"companyId":"6da9c206557b5381a70919907fcf1b02",
"creationTime": 433111010800 ,
"list":[
{
"op": "replace",
"id":"8d477de896c148d89ee71eeffc67a7ad", // Agent UUID
"path": "agentsMetrics/list/agentWorkStatus", // Update agentUUID=8d477de896c148d89ee71eeffc67a7ad in agentsMetrics/list Work status Indicator
"value": 7
},
{
"op": "replace",
"id": "", // Non-array ID is blank
"path": "agentsSummary/readyAgentsCount", // Update Agents in the work status (ready) Indicator
"value": 7
},
]
}
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# ● View Agent Indicator
API URL ：https://sg.sobot.io/callservice/v6/webmsg/monitoring/agents-metrics?departmentIds={departmentIds}&queueIds={queueIds}&agentType={agentType}&agents={agents}&agentWorkStatuses={agentWorkStatuses}&agentLoginStatuses={agentLoginStatuses}&agentBusyReasonCodes={agentBusyReasonCodes}&delay={delay}&pageNum={pageNum}&pageSize={pageSize}&sort={sort}
Request method: GET
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential. Please refer to Obtain the Authentication Token |
| Idempotency-Key | String | Yes | UUID,idempotent |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (query parameters):
| Param | Type | Required | Description |
|---|---|---|---|
| departmentIds[] | String | No | Department set; e.g.: departmentIds=5b660b7cdb445ea0ba973a0032b3c47f,0b1eb5f5459259a4a50bbac11db2b3dd; |
| queueIds[] | String | No | Queue set; e.g.: when queueIds[]=q801&queueIds[]=q802; departmentIds and queueIds are blank, it will be the entire company; when both departmentIds and queueIds exist, the intersection will be taken |
| agentType | int | No | 0: agents refers to work no. set; 1: agents refers to agent UUID set |
| agents[] | String | No | Agent UUID or work no. set; example of work no.: agents=1001,=1002; example of agent UUID: agents=1543a84ef0994426a5a8f6eb3ebf7e0f,f43481698368489d9bd6b63f8fdd3c45 |
| agentWorkStatuses[] | int | No | All by default; work status set: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8); e.g.:agentWorkStatuses=5,6 |
| agentBusyReasonCodes[] | int | No | All by default; occupied reason: 11-18; e.g.: agentBusyReasonCodes=11,15 |
| agentLoginStatuses[] | int | No | All by default; login status set: Offline (0), online (2), occupied (2), system locked (98); e.g.: agentLoginStatuses=1,2 |
| callType[] | int | No | Call type, default query for all call types (internal call, outbound call, inbound call); 2-inbound call; 3-outbound call; For example, callType=2,3 |
| sort | String | No | Sort by a specified field; multi-field sorting is not supported. Format: "column,asc/desc"; Default sorting: "agentID,asc" |
| pageNum | int | No | Page number; start from 1 by default |
| pageSize | int | No | Record entries on each page; 15 by default, the maximum number of display agents per page is limited to 50 |
| operatorUserId | String | No | Operator ID; value is not required when agent token is used, and is required when company token is used. When agent token is used and this parameter is also assigned, the id in token is dominant |
Return value:
| Param | Type | Required | Description |
|---|---|---|---|
| queuesSummary | Object | Yes | Skill Group Summary |
| agentsSummary | Object | Yes | Agent list Summary |
| agentLoginStatusSummary | Object | Yes | Agent login status summary |
| agentsMetrics | Array | Yes | Array reference Agent list |
Response example:
{
"MessageID": "EventAgentsMetricsWatch",
"companyId":"6da9c206557b5381a70919907fcf1b02",
"creationTime": 433111010800 ,
"queuesSummary":{
"members": 20, // Current - Calls in the queue
"readyAgentsCount":1, // Agents in the work status (ready)
"busyingAgentsCount":1, // Agents in the work status (occupied)
"inCallAgentsCount":1, // Agents in the work status (in-call)
"inboundInCallAgentsCount":0, //Number of agents in working status (calling inbound)
"outboundInCallAgentsCount":1, //Number of agents in working status (calling outbound)
"dialingAgentsCount":1, // Agents in the work status (calling)
"ringingAgentsCount":1, // Agents in the work status (dialing)
"establishedAgentsCount":1, // Agents in the work status (talking)
"heldAgentsCount":1, // Agents in the work status (holding)
"acwAgentsCount":1, // Agents in the work status (sorting)
"sysLockingAgentsCount":1, // Agents in the work status (locking)
},
"agentLoginStatusSummary": {
"loginStatusOfflineCount": 1,
"loginStatusOnlineCount": 2,
"loginStatusDNDCount": 0,
"loginStatusBreakCount": 0,
"loginStatusBreak12Count": 0,
"loginStatusBreak13Count": 0,
"loginStatusBreak14Count": 0,
"loginStatusBreak15Count": 0,
"loginStatusBreak16Count": 0,
"loginStatusBreak17Count": 0,
"loginStatusBreak18Count": 0,
"loginStatusSystemLockCount": 0
},
"agentsSummary":{
"inboundAbandonCallsCountToday":10, // Number of inbound calls answered today
"inboundEstablishedCallsCountToday":1, // Number of inbound calls missed today
"outboundCallsCountToday":10, // Number of outbound calls today
"outboundEstablishedCallsCountToday":1 // Number of outbound calls answered today
},
"agentsMetrics":{
"pageNum":1,
"pageSize":15,
"total": 12, // Total records
"list":[
{
"agentUUID":"8d477de896c148d89ee71eeffc67a7ad",
"agentName":"ZhangSan",
"phoneType":1, // 1 : Web page; 2: WeChat; 3: PSTN no.; 4: Sip Phone
"thisDN":"801", // Agent phone no.
"agentWorkStatus":6,// Work status set: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8)
"agentLoginStatus":2,// Offline (0), online (2), occupied (2), system locked (98)
"agentBusyReasonCode":11,// Occupied reason 11-18
"lastWorkStatusChangedTime": 1638944241704, // Timestamp (s) of current agent work status
"lastLoginStatusChangedTime":1706176912305, // Timestamp (s) of current agent login status
"callType": 2, // 2 : Inbound, 3: Outbound, 0: No talk
"customerNumber":"18688889999", // Customer phone no., ""when it is blank
"customerPrivacyNumber": "", // Customer no. encryption
"inboundEstablishedCallsCountToday":10, // Number of inbound calls answered today
"inboundAbandonCallsCountToday":1, // Number of inbound calls missed today
"outboundCallsCountToday":10, // Number of outbound calls today
"outboundEstablishedCallsCountToday":1, // Number of outbound calls answered today
},
{
}
]
}
}
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# Statistical Report
# ● Get All Indicator Display Schemes
Description: Get the report indicator data by using
API URL:https://sg.sobot.io/callservice/v6/cc-reports/gateway_number/check_plan
Request method: GET
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (query parameters):
| Param | Type | Required | Description |
|---|---|---|---|
| planType | int | No | 1: Talk record, 2: Relay no. report, 3: Skill group report, 4: Agent report, 24: Department report |
Return param
| Param | Type | Required | Description |
|---|---|---|---|
| id | String | No | Indicator display scheme ID |
| planName | String | Yes | Indicator display scheme name |
| planType | int | Yes | 1: Talk record, 2: Relay no. report, 3: Skill group report, 4: Agent report, 24: Department report |
Response example:
{
"apiVersion": "string",
"status": "string",
"code": 0,
"message": "string",
"reason": "string",
"kind": "string",
"metaData": {
"creatorId": "string",
"creationTime": 0,
"updateUserId": "string",
"updatedTime": 0
},
"data":{
"planType": 2,
"planName": "Default plan",
"checked": 1,
"id":"765b29d607da42a3b57a8e4e868a31dc"
}
}
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# ● Relay Number Report
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/gateway-number-table/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param Description
| Param | Type | Required | Description |
|---|---|---|---|
| dimensions | int | Yes | Dimension: 1: Time; 2: Relay number; 3: Time+relay number; 4: Relay number+time |
| dateType | int | Yes | Time range: 11: Half hour;12: Hour; 13: Day; 14: Week; 15: Month |
| weekType | int | No | Valid only when dateType condition is week. 0: default value, indicating the use of weekly report (Monday ~ Sunday), 1: indicating the use of weekly report (Sunday ~ Saturday) |
| startDate | String | Yes | Start date: 2021-01-01 |
| startTime | String | No | Start time: 00 : 00 |
| endDate | String | Yes | End date: 2021-01-01 |
| endTime | String | No | End time: 24 : 00 |
| callType | int | No | Call type: 2: Inbound, 3: Outbound |
| customerFields | string | Yes | Indicators are separated by comma. Refer to Indicator List |
| currPage | int | Yes | Page number starting from 1 by default |
| pageSize | int | Yes | 15 by default |
| gatewayNumber | String[] | No | Relay number: Replay numbers separated by comma; e.g.: 01088881234,01088885678 |
Return param
| Param | Type | Required | Description |
|---|---|---|---|
| currPage | int | Yes | |
| pageSize | int | Yes | |
| list | Array | Yes | Array element. Refer to Indicator List |
Response example:
{
"apiVersion": "string",
"status": "string",
"code": 0,
"message": "string",
"reason": "string",
"kind": "string",
"metaData": {
"creatorId": "string",
"creationTime": 0,
"updateUserId": "string",
"updatedTime": 0
},
"data": {
"metric": [
{
"result_date":"2022-03-17 16:30 2022-03-17 17:00", // Time dimension
"gateway_number":"01088881234", // Relay number dimension
"inbound_calls": 0, // Inbound
"inbound_no_answered_calls": 0, // System Missed
"inbound_answered_calls": 0, // System Answer
"inbound_route_to_queue_calls": 0, // Routing Skill Groups
"inbound_route_to_agent_calls": 0, // Routing Agents
"inbound_route_to_thirdPSTN_calls": 0, // Routing 3rd-Party Numbers
"inbound_route_to_agentMemory_calls": 0, // Routing Outbound Agent Memories
"inbound_toIVR_calls": 0, // Routing IVR Calls
"inbound_toAgent_calls": 0, // Trans-to-Agent
"inbound_toQueue_calls": 0, // Inbound Skill Group
"inbound_queue_after_agentAnswer_calls": 0, // Answer in Queue
"inbound_queue_agentAnswer_calls": 0, // Answered calls in queue
"inbound_offer_agent_calls": 0, // Calls to Agent
"inbound_agent_ring_calls": 0, // Dialing
"inbound_agent_answered_calls": 0, // Answered
"inbound_notHumanAgent_answered_calls": 0, // Non-Agent Answer
"inbound_humanAgent_answered_calls": 0, // Agent Answer
"inbound_route_noIVR_calls": 0, // Non-IVR Routing
"inbound_route_none_calls": 0, // Failed Routing
"inbound_ivr_loss_calls": 0, // Call loss after entering IVR
"inbound_ivr_abandon_calls": 0, // IVR Abandoned
"inbound_queue_noAgent_calls": 0, // Unavailable Agent in Queue
"inbound_queue_execeedMax_calls": 0, // Full Queue Lost
"inbound_queue_system_calls": 0, // Abnormal Hangup in Queue
"inbound_queue_cancel_calls": 0, // Call loss due to queue failure
"inbound_queue_loss_calls": 0, // Abandoned Call in Queue
"inbound_queue_abandonXs_calls": 0, // Call loss of Xs queue abandoned
"inbound_queue_timeout_calls": 0, // Queue Timeout
"inbound_agentOriginateFail_calls": 0, // Failure to Agent
"inbound_agentQuickHangup_calls": 0, // Customer Fast Clear Down
"inbound_agentNoAnswer_calls": 0, // Missed Dialing Calls
"inbound_toAgentLoss_calls": 0, // Trans-to-agent call loss
"inbound_toAgentLoss_ratio": 0, // Trans-to-agent call loss %
"inbound_queue_afterAnswer_ratio": 0, // Queue Answer %
"inbound_queue_afterAnswerXs_calls": 0, // Xs Queue Answer
"inbound_queue_afterAnswerXs_ratio": 0, // Xs Queue Answer %
"inbound_queue_agentAnswer_ratio": 0, // Queuing Answer %
"inbound_queue_agentAnswerXs_calls": 0, // Xs Queuing Answer
"inbound_queue_agentAnswerXs_ratio": 0, // Xs Queuing Answer %
"inbound_agentTalkXs_calls": 0, // Xs Talk
"inbound_agentTalkXs_ratio": 0, // Xs Talk %
"inbound_agentAnswerXs_calls": 0, // Xs Dialing Answer
"inbound_agentAnswerXs_ratio": 0, // Xs Dialing Answer
"inbound_agentAnswer_ratio": 0, // Dialing Answer %
"inbound_toAgent_ratio": 0, // Trans-to-Agent Answering%
"inbound_agentFCR_calls": 0, // Xh Agent FCR
"inbound_agentRepeat_calls": 0, // Repeated Resolutions
"inbound_agentFCR_ratio": 0, // FCR %
"inbound_repeat_calls": 0, // Repeated calls
"inbound_repeat_ratio": 0, // Repeated call %
"inbound_agentAnswer_average_duration": 0, // Avg. Answer Speed
"inbound_agentTalk_duration": 0, // Talk Duration
"inbound_agentTalk_average_duration": 0, // ATT
"inbound_calls_duration": 0, // Call Time
"inbound_calls_average_duration": 0, // ACT
"inbound_agent_ACW_duration": 0, // Sorting duration
"inbound_agent_ACW_average_duration": 0, // Avg. sorting duration
"inbound_agent_AHT_average_duration": 0, // AHT
"inbound_queue_average_duration": 0, // Avg. Wait Time in Queue
"inbound_queue_waiting_average_duration": 0, // Avg. Wait Time for Answer
"inbound_queue_waiting_agentAnswer_average_duration": 0, // Avg. Wait Time for Answer in the Queue
"inbound_queue_waiting_abandon_average_duration": 0, // Avg. Wait Time for Abandoned
"inbound_satisfaction_calls": 0, // Evaluation Invitation
"inbound_satisfaction_success_calls": 0, // Evaluated
"inbound_satisfaction_failure_calls": 0, // Unevaluated
"inbound_satisfaction_success_ratio": 0, // Evaluation %
"inbound_satisfaction_q1_valid_calls": 0, // Correct Evaluation
"inbound_satisfaction_q1_valid_ratio": 0, // Correct Evaluation % (question 1)
"inbound_satisfaction_q1_key_1_calls": 0, // Key 1 Evaluation (question 1)
"inbound_satisfaction_q1_key_1_ratio": 0, // Key 1 Valid Evaluation % (question 1)
"inbound_satisfaction_top2_calls": 0, // Satisfaction Top-2-box
"inbound_satisfaction_buttom2_calls": 0, // Satisfaction Buttom-2-box
"inbound_satisfaction_nps_calls": 0, // Satisfaction NPS
"inbound_satisfaction_csi_calls": 0, // Satisfaction CSI
"outbound_calls": 0, // Outbound No.
"outbound_customer_numbers": 0, // Outbound Phone Nos.
"outbound_customer_count": 0, // Outbound Customers
"outbound_customer_noAnswer_calls": 0, // Missed
"outbound_customer_answer_calls": 0, // Answered
"outbound_answer_gateway_numbers": 0, // Phone No. Answer
"outbound_answer_customer_count": 0, // Customer answered
"outbound_answer_ratio": 0, // Answer %
"outbound_gateway_numbers_ratio": 0, // No. Answering %
"outbound_customerAnswer_ratio": 0, // Customer answer %
"outbound_agentTalkXs_calls": 0, // Xs Talk
"outbound_agentTalkXs_ratio": 0, // Xs Talk %
"outbound_calls_duration": 0, // Call Time
"outbound_calls_talk_duration": 0, // Talk Duration
"outbound_calls_average_duration": 0, // ATT
"outbound_effective_inXs_sum_duration": 0, // Xs Talk Duration
"outbound_effective_inXs_average_duration": 0, // Xs ATT
"outbound_satisfaction_calls": 0, // Evaluation Invitation
"outbound_satisfaction_success_calls": 0, // Evaluated
"outbound_satisfaction_failure_calls": 0, // Unevaluated
"outbound_satisfaction_success_ratio": 0, // Evaluation %
"outbound_satisfaction_q1_valid_calls": 0, // Correct Evaluation (question 1)
"outbound_satisfaction_q1_valid_ratio": 0, // Correct Evaluation % (question 1)
"outbound_satisfaction_q1_key_1_calls": 0, // Key [1-9] Evaluation (question 1)
"outbound_satisfaction_q1_key_1_ratio": 0, // Key [1-9] Valid Evaluation % (question 1)
}
],
"amount": {
"inbound_calls": 0, // Inbound
"inbound_no_answered_calls": 0, // System Missed
"inbound_answered_calls": 0, // System Answer
"inbound_route_to_queue_calls": 0, // Routing Skill Groups
"inbound_route_to_agent_calls": 0, // Routing Agents
"inbound_route_to_thirdPSTN_calls": 0, // Routing 3rd-Party Numbers
"inbound_route_to_agentMemory_calls": 0, // Routing Outbound Agent Memories
"inbound_toIVR_calls": 0, // Routing IVR Calls
"inbound_toAgent_calls": 0, // Trans-to-Agent
"inbound_toQueue_calls": 0, // Inbound Skill Group
"inbound_queue_after_agentAnswer_calls": 0, // Answer in Queue
"inbound_queue_agentAnswer_calls": 0, // Answered calls in queue
"inbound_offer_agent_calls": 0, // Calls to Agent
"inbound_agent_ring_calls": 0, // Dialing
"inbound_agent_answered_calls": 0, // Answered
"inbound_notHumanAgent_answered_calls": 0, // Non-Agent Answer
"inbound_humanAgent_answered_calls": 0, // Agent Answer
"inbound_route_noIVR_calls": 0, // Non-IVR Routing
"inbound_route_none_calls": 0, // Failed Routing
"inbound_ivr_loss_calls": 0, // Call loss after entering IVR
"inbound_ivr_abandon_calls": 0, // IVR Abandoned
"inbound_queue_noAgent_calls": 0, // Unavailable Agent in Queue
"inbound_queue_execeedMax_calls": 0, // Full Queue Lost
"inbound_queue_system_calls": 0, // Abnormal Hangup in Queue
"inbound_queue_cancel_calls": 0, // Call loss due to queue failure
"inbound_queue_loss_calls": 0, // Abandoned Call in Queue
"inbound_queue_abandonXs_calls": 0, // Call loss of Xs queue abandoned
"inbound_queue_timeout_calls": 0, // Queue Timeout
"inbound_agentOriginateFail_calls": 0, // Failure to Agent
"inbound_agentQuickHangup_calls": 0, // Customer Fast Clear Down
"inbound_agentNoAnswer_calls": 0, // Missed Dialing Calls
"inbound_toAgentLoss_calls": 0, // Trans-to-agent call loss
"inbound_toAgentLoss_ratio": 0, // Trans-to-agent call loss %
"inbound_queue_afterAnswer_ratio": 0, // Queue Answer %
"inbound_queue_afterAnswerXs_calls": 0, // Xs Queue Answer
"inbound_queue_afterAnswerXs_ratio": 0, // Xs Queue Answer %
"inbound_queue_agentAnswer_ratio": 0, // Queuing Answer %
"inbound_queue_agentAnswerXs_calls": 0, // Xs Queuing Answer
"inbound_queue_agentAnswerXs_ratio": 0, // Xs Queuing Answer %
"inbound_agentTalkXs_calls": 0, // Xs Talk
"inbound_agentTalkXs_ratio": 0, // Xs Talk %
"inbound_agentAnswerXs_calls": 0, // Xs Dialing Answer
"inbound_agentAnswerXs_ratio": 0, // Xs Dialing Answer
"inbound_agentAnswer_ratio": 0, // Dialing Answer %
"inbound_toAgent_ratio": 0, // Trans-to-Agent Answering%
"inbound_agentFCR_calls": 0, // Xh Agent FCR
"inbound_agentRepeat_calls": 0, // Repeated Resolutions
"inbound_agentFCR_ratio": 0, // FCR %
"inbound_repeat_calls": 0, // Repeated calls
"inbound_repeat_ratio": 0, // Repeated call %
"inbound_agentAnswer_average_duration": 0, // Avg. Answer Speed
"inbound_agentTalk_duration": 0, // Talk Duration
"inbound_agentTalk_average_duration": 0, // ATT
"inbound_calls_duration": 0, // Call Time
"inbound_calls_average_duration": 0, // ACT
"inbound_agent_ACW_duration": 0, // Sorting duration
"inbound_agent_ACW_average_duration": 0, // Avg. sorting duration
"inbound_agent_AHT_average_duration": 0, // AHT
"inbound_queue_average_duration": 0, // Avg. Wait Time in Queue
"inbound_queue_waiting_average_duration": 0, // Avg. Wait Time for Answer
"inbound_queue_waiting_agentAnswer_average_duration": 0, // Avg. Wait Time for Answer in the Queue
"inbound_queue_waiting_abandon_average_duration": 0, // Avg. Wait Time for Abandoned
"inbound_satisfaction_calls": 0, // Evaluation Invitation
"inbound_satisfaction_success_calls": 0, // Evaluated
"inbound_satisfaction_failure_calls": 0, // Unevaluated
"inbound_satisfaction_success_ratio": 0, // Evaluation %
"inbound_satisfaction_q1_valid_calls": 0, // Correct Evaluation (question 1)
"inbound_satisfaction_q1_valid_ratio": 0, // Correct Evaluation % (question 1)
"inbound_satisfaction_q1_key_1_calls": 0, // Key 1 Evaluation (question 1)
"inbound_satisfaction_q1_key_1_ratio": 0, // Key 1 Valid Evaluation % (question 1)
"inbound_satisfaction_top2_calls": 0, // Satisfaction Top-2-box
"inbound_satisfaction_buttom2_calls": 0, // Satisfaction Buttom-2-box
"inbound_satisfaction_nps_calls": 0, // Satisfaction NPS
"inbound_satisfaction_csi_calls": 0, // Satisfaction CSI
"outbound_calls": 0, // Outbound No.
"outbound_customer_numbers": 0, // Outbound Phone Nos.
"outbound_customer_count": 0, // Outbound Customers
"outbound_customer_noAnswer_calls": 0, // Missed
"outbound_customer_answer_calls": 0, // Answered
"outbound_answer_gateway_numbers": 0, // Phone No. Answer
"outbound_answer_customer_count": 0, // Customer answered
"outbound_answer_ratio": 0, // Answer %
"outbound_gateway_numbers_ratio": 0, // No. Answering %
"outbound_customerAnswer_ratio": 0, // Customer answer %
"outbound_agentTalkXs_calls": 0, // Xs Talk
"outbound_agentTalkXs_ratio": 0, // Xs Talk %
"outbound_calls_duration": 0, // Call Time
"outbound_calls_talk_duration": 0, // Talk Duration
"outbound_calls_average_duration": 0, // ATT
"outbound_effective_inXs_sum_duration": 0, // Xs Talk Duration
"outbound_effective_inXs_average_duration": 0, // Xs ATT
"outbound_satisfaction_calls": 0, // Evaluation Invitation
"outbound_satisfaction_success_calls": 0, // Evaluated
"outbound_satisfaction_failure_calls": 0, // Unevaluated
"outbound_satisfaction_success_ratio": 0, // Evaluation %
"outbound_satisfaction_q1_valid_calls": 0, // Correct Evaluation (question 1)
"outbound_satisfaction_q1_valid_ratio": 0, // Correct Evaluation % (question 1)
"outbound_satisfaction_q1_key_1_calls": 0, // Key [1-9] Evaluation (question 1)
"outbound_satisfaction_q1_key_1_ratio": 0, // Key [1-9] Valid Evaluation % (question 1)
},
"pageSize": 0,
"currPage": 0,
"total": 0
}
}
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# ● Skill Group Report
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/queue-table/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param Description
| Param | Type | Required | Description |
|---|---|---|---|
| dimensions | int | Yes | Dimension: 1: Time; 5: Skill group; 6: Time+skill group; 7: Skill group+time |
| dateType | int | Yes | Time range: 11: Half hour;12: Hour; 13: Day; 14: Week; 15: Month |
| weekType | int | No | Valid only when dateType condition is week. 0: default value, indicating the use of weekly report (Monday ~ Sunday), 1: indicating the use of weekly report (Sunday ~ Saturday) |
| startDate | String | Yes | Start date: 2021-01-01 |
| startTime | String | No | Start time: 00 : 00 |
| endDate | String | Yes | End date: 2021-01-01 |
| endTime | String | No | End time: 24 : 00 |
| queueIds | String[] | No | Skill group number: Skill group numbers separated by comma; e.g.:[0001,0002] |
| customerFields | String | Yes | Indicators are separated by comma. Refer to Indicator List |
| currPage | int | Yes | Page number starting from 1 by default |
| pageSize | int | Yes | 15 by default |
Return param
| Param | Type | Required | Description |
|---|---|---|---|
| currPage | int | Yes | |
| pageSize | int | Yes | |
| list | Array | Yes | Array element. Refer to Indicator List |
Response example:
{
"apiVersion": "string",
"status": "string",
"code": 0,
"message": "string",
"reason": "string",
"kind": "string",
"metaData": {
"creatorId": "string",
"creationTime": 0,
"updateUserId": "string",
"updatedTime": 0
},
"data": {
"metric": [
{
"result_date":"2022-03-17 16:30 2022-03-17 17:00", // Time dimension
"inbound_toQueue_calls": 0, // Inbound Skill Group
"inbound_queue_after_agentAnswer_calls": 0, // Answer in Queue
"inbound_queue_agentAnswer_calls": 0, // Answered calls in queue
"inbound_offer_agent_calls": 0, // Calls to Agent
"inbound_agent_ring_calls": 0, // Dialing
"inbound_agent_answered_calls": 0, // Answered
"inbound_notHumanAgent_answered_calls": 0, // Non-Agent Answer
"inbound_humanAgent_answered_calls": 0, // Agent Answer
"inbound_queue_noAgent_calls": 0, // Unavailable Agent in Queue
"inbound_queue_execeedMax_calls": 0, // Full Queue Lost
"inbound_queue_system_calls": 0, // Abnormal Hangup in Queue
"inbound_queue_cancel_calls": 0, // Call loss due to queue failure
"inbound_queue_loss_calls": 0, // Abandoned Call in Queue
"inbound_queue_abandonXs_calls": 0, // Call loss of Xs queue abandoned
"inbound_queue_timeout_calls": 0, // Queue Timeout
"inbound_agentOriginateFail_calls": 0, // Failure to Agent
"inbound_agentQuickHangup_calls": 0, // Customer Fast Clear Down
"inbound_agentNoAnswer_calls": 0, // Missed Dialing Calls
"inbound_toAgentLoss_calls": 0, // Trans-to-agent call loss
"inbound_toAgentLoss_ratio": 0, // Trans-to-agent call loss %
"inbound_queue_afterAnswer_ratio": 0, // Queue Answer %
"inbound_queue_afterAnswerXs_calls": 0, // Xs Queue Answer
"inbound_queue_afterAnswerXs_ratio": 0, // Xs Queue Answer %
"inbound_queue_agentAnswer_ratio": 0, // Queuing Answer %
"inbound_queue_agentAnswerXs_calls": 0, // Xs Queuing Answer
"inbound_queue_agentAnswerXs_ratio": 0, // Xs Queuing Answer %
"inbound_agentTalkXs_calls": 0, // Xs Talk
"inbound_agentTalkXs_ratio": 0, // Xs Talk %
"inbound_agentAnswerXs_calls": 0, // Xs Dialing Answer
"inbound_agentAnswerXs_ratio": 0, // Xs Dialing Answer
"inbound_agentAnswer_ratio": 0, // Dialing Answer %
"inbound_toAgent_ratio": 0, // Trans-to-Agent Answering%
"inbound_agentRepeat_calls": 0, // Repeated Resolutions
"inbound_agentFCR_ratio": 0, // FCR %
"inbound_repeat_calls": 0, // Repeated calls
"inbound_repeat_ratio": 0, // Repeated call %
"inbound_agentAnswer_average_duration": 0, // Avg. Answer Speed
"inbound_agentTalk_duration": 0, // Talk Duration
"inbound_agentTalk_average_duration": 0, // ATT
"inbound_calls_duration": 0, // Call Time
"inbound_calls_average_duration": 0, // ACT
"inbound_agent_ACW_duration": 0, // Sorting duration
"inbound_agent_ACW_average_duration": 0, // Avg. sorting duration
"inbound_agent_AHT_duration":0, // Processing duration
"inbound_agent_AHT_average_duration": 0, // AHT
"inbound_queue_average_duration": 0, // Avg. Wait Time in Queue
"inbound_queue_waiting_average_duration": 0, // Avg. Wait Time for Answer
"inbound_queue_waiting_agentAnswer_average_duration": 0, // Avg. Wait Time for Answer in the Queue
"inbound_queue_waiting_abandon_average_duration": 0, // Avg. Wait Time for Abandoned
"inbound_satisfaction_calls": 0, // Evaluation Invitation
"inbound_satisfaction_success_calls": 0, // Evaluated
"inbound_satisfaction_failure_calls": 0, // Unevaluated
"inbound_satisfaction_success_ratio": 0, // Evaluation %
"inbound_satisfaction_q1_valid_calls": 0, // Correct Evaluation
"inbound_satisfaction_q1_valid_ratio": 0, // Correct Evaluation % (question 1)
"inbound_satisfaction_q1_key_1_calls": 0, // Key 1 Evaluation (question 1)
"inbound_satisfaction_q1_key_1_ratio": 0 // Key 1 Valid Evaluation % (question 1)
}
],
"amount": {
"inbound_toQueue_calls": 0, // Inbound Skill Group
"inbound_queue_after_agentAnswer_calls": 0, // Answer in Queue
"inbound_queue_agentAnswer_calls": 0, // Answered calls in queue
"inbound_offer_agent_calls": 0, // Calls to Agent
"inbound_agent_ring_calls": 0, // Dialing
"inbound_agent_answered_calls": 0, // Answered
"inbound_notHumanAgent_answered_calls": 0, // Non-Agent Answer
"inbound_humanAgent_answered_calls": 0, // Agent Answer
"inbound_queue_noAgent_calls": 0, // Unavailable Agent in Queue
"inbound_queue_execeedMax_calls": 0, // Full Queue Lost
"inbound_queue_system_calls": 0, // Abnormal Hangup in Queue
"inbound_queue_cancel_calls": 0, // Call loss due to queue failure
"inbound_queue_loss_calls": 0, // Abandoned Call in Queue
"inbound_queue_abandonXs_calls": 0, // Call loss of Xs queue abandoned
"inbound_queue_timeout_calls": 0, // Queue Timeout
"inbound_agentOriginateFail_calls": 0, // Failure to Agent
"inbound_agentQuickHangup_calls": 0, // Customer Fast Clear Down
"inbound_agentNoAnswer_calls": 0, // Missed Dialing Calls
"inbound_toAgentLoss_calls": 0, // Trans-to-agent call loss
"inbound_toAgentLoss_ratio": 0, // Trans-to-agent call loss %
"inbound_queue_afterAnswer_ratio": 0, // Queue Answer %
"inbound_queue_afterAnswerXs_calls": 0, // Xs Queue Answer
"inbound_queue_afterAnswerXs_ratio": 0, // Xs Queue Answer %
"inbound_queue_agentAnswer_ratio": 0, // Queuing Answer %
"inbound_queue_agentAnswerXs_calls": 0, // Xs Queuing Answer
"inbound_queue_agentAnswerXs_ratio": 0, // Xs Queuing Answer %
"inbound_agentTalkXs_calls": 0, // Xs Talk
"inbound_agentTalkXs_ratio": 0, // Xs Talk %
"inbound_agentAnswerXs_calls": 0, // Xs Dialing Answer
"inbound_agentAnswerXs_ratio": 0, // Xs Dialing Answer
"inbound_agentAnswer_ratio": 0, // Dialing Answer %
"inbound_toAgent_ratio": 0, // Trans-to-Agent Answering%
"inbound_agentRepeat_calls": 0, // Repeated Resolutions
"inbound_agentFCR_ratio": 0, // FCR %
"inbound_repeat_calls": 0, // Repeated calls
"inbound_repeat_ratio": 0, // Repeated call %
"inbound_agentAnswer_average_duration": 0, // Avg. Answer Speed
"inbound_agentTalk_duration": 0, // Talk Duration
"inbound_agentTalk_average_duration": 0, // ATT
"inbound_calls_duration": 0, // Call Time
"inbound_calls_average_duration": 0, // ACT
"inbound_agent_ACW_duration": 0, // Sorting duration
"inbound_agent_ACW_average_duration": 0, // Avg. sorting duration
"inbound_agent_AHT_duration":0, // Processing duration
"inbound_agent_AHT_average_duration": 0, // AHT
"inbound_queue_average_duration": 0, // Avg. Wait Time in Queue
"inbound_queue_waiting_average_duration": 0, // Avg. Wait Time for Answer
"inbound_queue_waiting_agentAnswer_average_duration": 0, // Avg. Wait Time for Answer in the Queue
"inbound_queue_waiting_abandon_average_duration": 0, // Avg. Wait Time for Abandoned
"inbound_satisfaction_calls": 0, // Evaluation Invitation
"inbound_satisfaction_success_calls": 0, // Evaluated
"inbound_satisfaction_failure_calls": 0, // Unevaluated
"inbound_satisfaction_success_ratio": 0, // Evaluation %
"inbound_satisfaction_q1_valid_calls": 0, // Correct Evaluation
"inbound_satisfaction_q1_valid_ratio": 0, // Correct Evaluation % (question 1)
"inbound_satisfaction_q1_key_1_calls": 0, // Key 1 Evaluation (question 1)
"inbound_satisfaction_q1_key_1_ratio": 0 // Key 1 Valid Evaluation %(question 1)
},
"pageSize": 0,
"currPage": 0,
"total": 0
}
}
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# ● Agent Report
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/agent-table/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param Description
| Param | Type | Required | Description |
|---|---|---|---|
| dimensions | int | Yes | Dimension: 1: Time; 8: Agent; 9: Time+agent; 10: Agent+time |
| dateType | int | Yes | Time range: 11: Half hour;12: Hour; 13: Day; 14: Week; 15: Month |
| startDate | String | Yes | Start date: 2021-01-01 |
| startTime | String | Yes | Start time: 00 : 00 |
| endDate | String | Yes | End date: 2021-01-01 |
| endTime | String | Yes | End time: 24 : 00 |
| agentReportType | int | Yes | Agent report type: Inbound 2; Outbound 3; Work status 4 |
| customerFields | String | Yes | Indicators are separated by comma. Refer to Agent Indicator List |
| currPage | int | Yes | Page number starting from 1 by default |
| pageSize | int | Yes | 15 by default |
| agents | String | No | Agent: String array format, e.g.: ["aaaaa","bbbbbb"], corresponding to agentType |
| agentType | int | No | Agent type: 1.Agent id 2. Work no. |
Response example:
{
"apiVersion": "string",
"status": "string",
"code": 0,
"message": "string",
"reason": "string",
"kind": "string",
"metaData": {
"creatorId": "string",
"creationTime": 0,
"updateUserId": "string",
"updatedTime": 0
},
"data": {
"amount": [
{
"inbound_agent_partits": 0，// Calling Agent
"inbound_agent_answer_partits": 0，// Answered Call of Agent
"inbound_agent_unAnswer_partits": 0， // Missed Inbound Calls
"inbound_agent_ringing_partits": 0， // Direct Calls
"inbound_agent_ringingAnswer_partits": 0， // Direct Answered
"inbound_agent_dialing_partits": 0， // Dialing Inbound Calls
"inbound_agent_ringingUnAnswer_partits": 0， // Missed Direct Calls
"inbound_agent_transferBy_partits": 0， // Trans-to-Agent
"inbound_agent_transferByAnswer_partits": 0， // Trans-to-Agent Answer
"inbound_agent_transferByUnAnswer_partits": 0， // Trans-to-Agent Missed
"inbound_agent_consultBy_partits": 0， // Agent Inquiry Calls
"inbound_agent_consultByAnswer_partits": 0， // Answered Inquiry Calls
"inbound_agent_consultByUnAnswer_partits": 0， // Missed Inquiry Calls
"inbound_agent_callByAnswer_partits": 0， // Agent Answer
"inbound_agent_ringingQuickHangup_partits": 0， // Customer Fast Clear Down
"inbound_agent_effectiveTalkIn10s_partits": 0， // 10s Talk
"inbound_agent_effectiveTalkIn20s_partits": 0， // 20s Talk
"inbound_agent_effectiveTalkIn30s_partits": 0， // 30s Talk
"inbound_agent_effectiveTalkIn40s_partits": 0， // 40s Talk
"inbound_agent_effectiveTalkIn50s_partits": 0， // 50s Talk
"inbound_agent_effectiveTalkIn60s_partits": 0， // 60s Talk
"inbound_agent_effectiveTalkIn10s_radio": 0， // 10s Talk %
"inbound_agent_effectiveTalkIn20s_radio": 0， // 20s Talk %
"inbound_agent_effectiveTalkIn30s_radio": 0， // 30s Talk %
"inbound_agent_effectiveTalkIn40s_radio": 0， // 40s Talk %
"inbound_agent_effectiveTalkIn50s_radio": 0， // 50s Talk %
"inbound_agent_effectiveTalkIn60s_radio": 0， // 60s Talk %
"inbound_agent_ringing_radio": 0， // Dialing Inbound Answer %
"inbound_agent_ringingIn10s_partits": 0， // 10s Dialing Answer
"inbound_agent_ringingIn15s_partits": 0， // 15s Dialing Answer
"inbound_agent_ringingIn20s_partits": 0， // 20s Dialing Answer
"inbound_agent_ringingIn25s_partits": 0， // 25s Dialing Answer
"inbound_agent_ringingIn30s_partits": 0， // 30s Dialing Answer
"inbound_agent_ringingIn10s_talk_radio": 0， // 10s Dialing Call Answer %
"inbound_agent_ringingIn15s_talk_radio": 0， // 15s Dialing Call Answer %
"inbound_agent_ringingIn20s_talk_radio": 0， // 20s Dialing Call Answer %
"inbound_agent_ringingIn25s_talk_radio": 0， // 25s Dialing Call Answer %
"inbound_agent_ringingIn30s_talk_radio": 0， // 30s Dialing Call Answer %
"inbound_agent_repeat_calls": 0， // Repeated Resolutions
"inbound_agent_FCR_radio": 0， // FCR %
"inbound_agentAnswer_average_duration": 0， // Avg. Answer Speed
"inbound_agentTalk_duration": 0， // Talk Duration
"inbound_agentTalk_average_duration": 0， // ATT
"inbound_agent_ACW_duration": 0， // Sorting duration
"inbound_agent_ACW_average_duration": 0， // Avg. sorting duration
"inbound_agent_AHT_duration": 0， // Processing duration
"inbound_agent_AHT_average_duration": 0， // AHT
"inbound_satisfaction_calls": 0， // Evaluation Invitation
"inbound_satisfaction_success_calls": 0， // Evaluated
"inbound_satisfaction_failure_calls": 0， // Unevaluated
"inbound_satisfaction_success_ratio": 0， // Evaluation %
"inbound_satisfaction_q1_valid_calls": 0， // Correct Evaluation
"inbound_satisfaction_q1_valid_ratio": 0， // Correct Evaluation %
"inbound_satisfaction_q1_key_1_calls": 0， // Key 1 Evaluation
"inbound_satisfaction_q1_key_2_calls": 0， // Key 2 Evaluation
"inbound_satisfaction_q1_key_3_calls": 0， // Key 3 Evaluation
"inbound_satisfaction_q1_key_4_calls": 0， // Key 4 Evaluation
"inbound_satisfaction_q1_key_5_calls": 0， // Key 5 Evaluation
"inbound_satisfaction_q1_key_6_calls": 0， // Key 6 Evaluation
"inbound_satisfaction_q1_key_7_calls": 0， // Key 7 Evaluation
"inbound_satisfaction_q1_key_8_calls": 0， // Key 8 Evaluation
"inbound_satisfaction_q1_key_9_calls": 0， // Key 9 Evaluation
"inbound_satisfaction_q1_key_1_ratio": 0， // Key 1 Evaluation %
"inbound_satisfaction_q1_key_2_ratio": 0， // Key 2 Evaluation %
"inbound_satisfaction_q1_key_3_ratio": 0， // Key 3 Evaluation %
"inbound_satisfaction_q1_key_4_ratio": 0， // Key 4 Evaluation %
"inbound_satisfaction_q1_key_5_ratio": 0， // Key 5 Evaluation %
"inbound_satisfaction_q1_key_6_ratio": 0， // Key 6 Evaluation %
"inbound_satisfaction_q1_key_7_ratio": 0， // Key 7 Evaluation %
"inbound_satisfaction_q1_key_8_ratio": 0， // Key 8 Evaluation %
"inbound_satisfaction_q1_key_9_ratio": 0， // Key 9 Evaluation %
"inbound_satisfaction_q1_key_1_2_calls": 0， // Inbound Call Keys 1+2 Evaluation
"inbound_satisfaction_q1_key_4_5_calls": 0， // Inbound Call Keys 4+5 Evaluation
"inbound_satisfaction_q1_key_1_2_ratio": 0， // Inbound Call Keys 1+2 Evaluation %
"inbound_satisfaction_q1_key_4_5_ratio": 0， // Inbound Call Keys 4+5 Evaluation %
"inbound_satisfaction_q1_key_1_valid_ratio": 0， // Key 1 Valid Evaluation %
"inbound_satisfaction_q1_key_2_valid_ratio": 0， // Key 2 Valid Evaluation %
"inbound_satisfaction_q1_key_3_valid_ratio": 0， // Key 3 Valid Evaluation %
"inbound_satisfaction_q1_key_4_valid_ratio": 0， // Key 4 Valid Evaluation %
"inbound_satisfaction_q1_key_5_valid_ratio": 0， // Key 5 Valid Evaluation %
"inbound_satisfaction_q1_key_6_valid_ratio": 0， // Key 6 Valid Evaluation %
"inbound_satisfaction_q1_key_7_valid_ratio": 0， // Key 7 Valid Evaluation %
"inbound_satisfaction_q1_key_8_valid_ratio": 0， // Key 8 Valid Evaluation %
"inbound_satisfaction_q1_key_9_valid_ratio": 0， // Key 9 Valid Evaluation %
"inbound_satisfaction_q1_key_1_2_valid_ratio": 0， // Inbound Call Keys 1+2 Valid Evaluation %
"inbound_satisfaction_q1_key_4_5_valid_ratio": 0， // Inbound Call Keys 4+5 Valid Evaluation %
"outbound_calls": 0， // Outbound Call
"outbound_customer_noAnswer_calls": 0， // Missed
"outbound_customer_answer_calls": 0， // Answer Times
"outbound_answer_ratio": 0， // Answered Outbound Call%
"outbound_agent_effectiveTalkIn10s_partits": 0， // 10s Talk
"outbound_agent_effectiveTalkIn15s_partits": 0， // 15s Talk
"outbound_agent_effectiveTalkIn20s_partits": 0， // 20s Talk
"outbound_agent_effectiveTalkIn30s_partits": 0， // 30s Talk
"outbound_agent_effectiveTalkIn40s_partits": 0， // 40s Talk
"outbound_agent_effectiveTalkIn50s_partits": 0， // 50s Talk
"outbound_agent_effectiveTalkIn60s_partits": 0， // 60s Talk
"outbound_agent_effectiveTalkIn10s_radio": 0， // 10s Talk %
"outbound_agent_effectiveTalkIn15s_radio": 0， // 15s Talk %
"outbound_agent_effectiveTalkIn20s_radio": 0， // 20s Talk %
"outbound_agent_effectiveTalkIn30s_radio": 0， // 30s Talk %
"outbound_agent_effectiveTalkIn40s_radio": 0， // 40s Talk %
"outbound_agent_effectiveTalkIn50s_radio": 0， // 50s Talk %
"outbound_agent_effectiveTalkIn60s_radio": 0， // 60s Talk %
"outbound_calls_duration": 0， // Call Time
"outbound_calls_talk_duration": 0， // Talk Duration
"outbound_calls_average_duration": 0， // ATT
"outbound_effective_in10s_sum_duration": 0， // 10s Talk Time
"outbound_effective_in15s_sum_duration": 0， // 15s Talk Time
"outbound_effective_in20s_sum_duration": 0， // 20s Talk Time
"outbound_effective_in30s_sum_duration": 0， // 30s Talk Time
"outbound_effective_in40s_sum_duration": 0， // 40s Talk Time
"outbound_effective_in50s_sum_duration": 0， // 50s Talk Time
"outbound_effective_in60s_sum_duration": 0， // 60s Talk Time
"outbound_effective_in10s_average_duration": 0， // 10s ATT
"outbound_effective_in15s_average_duration": 0， // 15s ATT
"outbound_effective_in20s_average_duration": 0， // 20s ATT
"outbound_effective_in30s_average_duration": 0， // 30s ATT
"outbound_effective_in40s_average_duration": 0， // 40s ATT
"outbound_effective_in50s_average_duration": 0， // 50s ATT
"outbound_effective_in60s_average_duration": 0， // 60s ATT
"outbound_satisfaction_calls": 0， // Evaluation Invitation
"outbound_satisfaction_success_calls": 0， // Evaluated
"outbound_satisfaction_failure_calls": 0， // Unevaluated
"outbound_satisfaction_success_ratio": 0， // Evaluation %
"outbound_satisfaction_q1_valid_calls": 0， // Correct Evaluation
"outbound_satisfaction_q1_valid_ratio": 0， // Correct Evaluation %
"outbound_satisfaction_q1_key_1_calls": 0， // Key 1 Evaluation
"outbound_satisfaction_q1_key_2_calls": 0， // Key 2 Evaluation
"outbound_satisfaction_q1_key_3_calls": 0， // Key 3 Evaluation
"outbound_satisfaction_q1_key_4_calls": 0， // Key 4 Evaluation
"outbound_satisfaction_q1_key_5_calls": 0， // Key 5 Evaluation
"outbound_satisfaction_q1_key_6_calls": 0， // Key 6 Evaluation
"outbound_satisfaction_q1_key_7_calls": 0， // Key 7 Evaluation
"outbound_satisfaction_q1_key_8_calls": 0， // Key 8 Evaluation
"outbound_satisfaction_q1_key_9_calls": 0， // Key 9 Evaluation
"outbound_satisfaction_q1_key_1_ratio": 0， // Key 1 Evaluation %
"outbound_satisfaction_q1_key_2_ratio": 0， // Key 2 Evaluation %
"outbound_satisfaction_q1_key_3_ratio": 0， // Key 3 Evaluation %
"outbound_satisfaction_q1_key_4_ratio": 0， // Key 4 Evaluation %
"outbound_satisfaction_q1_key_5_ratio": 0， // Key 5 Evaluation %
"outbound_satisfaction_q1_key_6_ratio": 0， // Key 6 Evaluation %
"outbound_satisfaction_q1_key_7_ratio": 0， // Key 7 Evaluation %
"outbound_satisfaction_q1_key_8_ratio": 0， // Key 8 Evaluation %
"outbound_satisfaction_q1_key_9_ratio": 0， // Key 9 Evaluation %
"agent_login_sum_duration": 0， // Total Login Duration
"agent_online_sum_duration": 0， // Login Online Duration
"agent_syslock_sum_duration": 0， // System Locked Duration
"agent_busy_sum_duration": 0， // DND & Break Duration
"agent_DND_sum_duration": 0， // DND Duration
"agent_rest_sum_duration": 0， // Total Break Duration
"agent_rest11_sum_duration": 0， // Break 11 Duration
"agent_rest12_sum_duration": 0， // Break 12 Duration
"agent_rest13_sum_duration": 0， // Break 13 Duration
"agent_rest14_sum_duration": 0， // Break 14 Duration
"agent_rest15_sum_duration": 0， // Break 15 Duration
"agent_rest16_sum_duration": 0， // Break 16 Duration
"agent_rest17_sum_duration": 0， // Break 17 Duration
"agent_rest18_sum_duration": 0， // Break 18 Duration
"agent_readying_sum_duration": 0， // Ready Duration
"agent_busying_sum_duration": 0， // Occupied Duration
"agent_acwing_sum_duration": 0， // Sorting Duration
"agent_calling_sum_duration": 0， // Total In-Call Duration
"agent_dialing_sum_duration": 0， // Calling Duration
"agent_ringing_sum_duration": 0， // Dialing Duration
"agent_talking_sum_duration": 0， // Talking Duration
"agent_helding_sum_duration": 0， // Holding Duration
"agentOnline_percent": 0， // Online Duration %
"agentBusy_percent": 0， // DND & Break Duration %
"agentDND_percent": 0， // DND Duration %
"agentRest_percent": 0， // Total Break Duration %
"workReady_percent": 0， // Ready Duration %
"workBusy_percent": 0， // Ready Duration %
"workinCall_percent": 0， // Total In-Call Duration %
"workACW_percent": 0， // Sorting Duration %
"workReasonCodeA_sum_duration": 0， // Work Occupied Time A
"workReasonCodeB_sum_duration": 0， // Work Occupied Time B
"workReasonCodeA_percent": 0， // Work Occupied % A
"workReasonCodeB_percent": 0， // Work Occupied % B
}
]
"metric": [
{
"inbound_agent_partits": 0， // Calling Agent
"inbound_agent_answer_partits": 0， // Answered Call of Agent
"inbound_agent_unAnswer_partits": 0， // Missed Inbound Calls
"inbound_agent_ringing_partits": 0， // Direct Calls
"inbound_agent_ringingAnswer_partits": 0， // Direct Answered
"inbound_agent_dialing_partits": 0， // Dialing Inbound Calls
"inbound_agent_ringingUnAnswer_partits": 0， // Missed Direct Calls
"inbound_agent_transferBy_partits": 0， // Trans-to-Agent
"inbound_agent_transferByAnswer_partits": 0， // Trans-to-Agent Answer
"inbound_agent_transferByUnAnswer_partits": 0， // Trans-to-Agent Missed
"inbound_agent_consultBy_partits": 0， // Agent Inquiry Calls
"inbound_agent_consultByAnswer_partits": 0， // Answered Inquiry Calls
"inbound_agent_consultByUnAnswer_partits": 0， // Missed Inquiry Calls
"inbound_agent_ringingQuickHangup_partits": 0， // Customer Fast Clear Down
"inbound_agent_effectiveTalkIn10s_partits": 0， // 10s Talk
"inbound_agent_effectiveTalkIn20s_partits": 0， // 20s Talk
"inbound_agent_effectiveTalkIn30s_partits": 0， // 30s Talk
"inbound_agent_effectiveTalkIn40s_partits": 0， // 40s Talk
"inbound_agent_effectiveTalkIn50s_partits": 0， // 50s Talk
"inbound_agent_effectiveTalkIn60s_partits": 0， // 60s Talk
"inbound_agent_effectiveTalkIn10s_radio": 0， // 10s Talk %
"inbound_agent_effectiveTalkIn20s_radio": 0， // 20s Talk %
"inbound_agent_effectiveTalkIn30s_radio": 0， // 30s Talk %
"inbound_agent_effectiveTalkIn40s_radio": 0， // 40s Talk %
"inbound_agent_effectiveTalkIn50s_radio": 0， // 50s Talk %
"inbound_agent_effectiveTalkIn60s_radio": 0， // 60s Talk %
"inbound_agent_ringing_radio": 0， // Dialing Inbound Answer %
"inbound_agent_ringingIn10s_partits": 0， // 10s Dialing Answer
"inbound_agent_ringingIn15s_partits": 0， // 15s Dialing Answer
"inbound_agent_ringingIn20s_partits": 0， // 20s Dialing Answer
"inbound_agent_ringingIn25s_partits": 0， // 25s Dialing Answer
"inbound_agent_ringingIn30s_partits": 0， // 30s Dialing Answer
"inbound_agent_ringingIn10s_talk_radio": 0， // 10s Dialing Call Answer %
"inbound_agent_ringingIn15s_talk_radio": 0， // 15s Dialing Call Answer %
"inbound_agent_ringingIn20s_talk_radio": 0， // 20s Dialing Call Answer %
"inbound_agent_ringingIn25s_talk_radio": 0， // 25s Dialing Call Answer %
"inbound_agent_ringingIn30s_talk_radio": 0， // 30s Dialing Call Answer %
"inbound_agentAnswer_average_duration": 0， // Avg. Answer Speed
"inbound_agentTalk_duration": 0， // Talk Duration
"inbound_agentTalk_average_duration": 0， // ATT
"inbound_agent_ACW_duration": 0， // Sorting duration
"inbound_agent_ACW_average_duration": 0， // Avg. sorting duration
"inbound_agent_AHT_duration": 0， // Processing duration
"inbound_agent_AHT_average_duration": 0， // AHT
"inbound_satisfaction_calls": 0， // Evaluation Invitation
"inbound_satisfaction_success_calls": 0， // Evaluated
"inbound_satisfaction_failure_calls": 0， // Unevaluated
"inbound_satisfaction_success_ratio": 0， // Evaluation %
"inbound_satisfaction_q1_valid_calls": 0， // Correct Evaluation
"inbound_satisfaction_q1_valid_ratio": 0， // Correct Evaluation %
"inbound_satisfaction_q1_key_1_calls": 0， // Key 1 Evaluation
"inbound_satisfaction_q1_key_2_calls": 0， // Key 2 Evaluation
"inbound_satisfaction_q1_key_3_calls": 0， // Key 3 Evaluation
"inbound_satisfaction_q1_key_4_calls": 0， // Key 4 Evaluation
"inbound_satisfaction_q1_key_5_calls": 0， // Key 5 Evaluation
"inbound_satisfaction_q1_key_6_calls": 0， // Key 6 Evaluation
"inbound_satisfaction_q1_key_7_calls": 0， // Key 7 Evaluation
"inbound_satisfaction_q1_key_8_calls": 0， // Key 8 Evaluation
"inbound_satisfaction_q1_key_9_calls": 0， // Key 9 Evaluation
"inbound_satisfaction_q1_key_1_ratio": 0， // Key 1 Evaluation %
"inbound_satisfaction_q1_key_2_ratio": 0， // Key 2 Evaluation %
"inbound_satisfaction_q1_key_3_ratio": 0， // Key 3 Evaluation %
"inbound_satisfaction_q1_key_4_ratio": 0， // Key 4 Evaluation %
"inbound_satisfaction_q1_key_5_ratio": 0， // Key 5 Evaluation %
"inbound_satisfaction_q1_key_6_ratio": 0， // Key 6 Evaluation %
"inbound_satisfaction_q1_key_7_ratio": 0， // Key 7 Evaluation %
"inbound_satisfaction_q1_key_8_ratio": 0， // Key 8 Evaluation %
"inbound_satisfaction_q1_key_9_ratio": 0， // Key 9 Evaluation %
"inbound_satisfaction_q1_key_1_2_calls": 0， // Inbound Call Keys 1+2 Evaluation
"inbound_satisfaction_q1_key_4_5_calls": 0， // Inbound Call Keys 4+5 Evaluation
"inbound_satisfaction_q1_key_1_2_ratio": 0， // Inbound Call Keys 1+2 Evaluation %
"inbound_satisfaction_q1_key_4_5_ratio": 0， // Inbound Call Keys 4+5 Evaluation %
"inbound_satisfaction_q1_key_1_valid_ratio": 0， // Key 1 Valid Evaluation %
"inbound_satisfaction_q1_key_2_valid_ratio": 0， // Key 2 Valid Evaluation %
"inbound_satisfaction_q1_key_3_valid_ratio": 0， // Key 3 Valid Evaluation %
"inbound_satisfaction_q1_key_4_valid_ratio": 0， // Key 4 Valid Evaluation %
"inbound_satisfaction_q1_key_5_valid_ratio": 0， // Key 5 Valid Evaluation %
"inbound_satisfaction_q1_key_6_valid_ratio": 0， // Key 6 Valid Evaluation %
"inbound_satisfaction_q1_key_7_valid_ratio": 0， // Key 7 Valid Evaluation %
"inbound_satisfaction_q1_key_8_valid_ratio": 0， // Key 8 Valid Evaluation %
"inbound_satisfaction_q1_key_9_valid_ratio": 0， // Key 9 Valid Evaluation %
"inbound_satisfaction_q1_key_1_2_valid_ratio": 0， // Inbound Call Keys 1+2 Valid Evaluation %
"inbound_satisfaction_q1_key_4_5_valid_ratio": 0， // Inbound Call Keys 4+5 Valid Evaluation %
"outbound_calls": 0， // Outbound Call
"outbound_customer_noAnswer_calls": 0， // Missed
"outbound_customer_answer_calls": 0， // Answer Times
"outbound_answer_ratio": 0， // Answered Outbound Call%
"outbound_agent_effectiveTalkIn10s_partits": 0， // 10s Talk
"outbound_agent_effectiveTalkIn15s_partits": 0， // 15s Talk
"outbound_agent_effectiveTalkIn20s_partits": 0， // 20s Talk
"outbound_agent_effectiveTalkIn30s_partits": 0， // 30s Talk
"outbound_agent_effectiveTalkIn40s_partits": 0， // 40s Talk
"outbound_agent_effectiveTalkIn50s_partits": 0， // 50s Talk
"outbound_agent_effectiveTalkIn60s_partits": 0， // 60s Talk
"outbound_agent_effectiveTalkIn10s_radio": 0， // 10s Talk %
"outbound_agent_effectiveTalkIn15s_radio": 0， // 15s Talk %
"outbound_agent_effectiveTalkIn20s_radio": 0， // 20s Talk %
"outbound_agent_effectiveTalkIn30s_radio": 0， // 30s Talk %
"outbound_agent_effectiveTalkIn40s_radio": 0， // 40s Talk %
"outbound_agent_effectiveTalkIn50s_radio": 0， // 50s Talk %
"outbound_agent_effectiveTalkIn60s_radio": 0， // 60s Talk %
"outbound_calls_duration": 0， // Call Time
"outbound_calls_talk_duration": 0， // Talk Duration
"outbound_calls_average_duration": 0， // ATT
"outbound_effective_in10s_sum_duration": 0， // 10s Talk Time
"outbound_effective_in15s_sum_duration": 0， // 15s Talk Time
"outbound_effective_in20s_sum_duration": 0， // 20s Talk Time
"outbound_effective_in30s_sum_duration": 0， // 30s Talk Time
"outbound_effective_in40s_sum_duration": 0， // 40s Talk Time
"outbound_effective_in50s_sum_duration": 0， // 50s Talk Time
"outbound_effective_in60s_sum_duration": 0， // 60s Talk Time
"outbound_effective_in10s_average_duration": 0， // 10s ATT
"outbound_effective_in15s_average_duration": 0， // 15s ATT
"outbound_effective_in20s_average_duration": 0， // 20s ATT
"outbound_effective_in30s_average_duration": 0， // 30s ATT
"outbound_effective_in40s_average_duration": 0， // 40s ATT
"outbound_effective_in50s_average_duration": 0， // 50s ATT
"outbound_effective_in60s_average_duration": 0， // 60s ATT
"outbound_satisfaction_calls": 0， // Evaluation Invitation
"outbound_satisfaction_success_calls": 0， // Evaluated
"outbound_satisfaction_failure_calls": 0， // Unevaluated
"outbound_satisfaction_success_ratio": 0， // Evaluation %
"outbound_satisfaction_q1_valid_calls": 0， // Correct Evaluation
"outbound_satisfaction_q1_valid_ratio": 0， // Correct Evaluation %
"outbound_satisfaction_q1_key_1_calls": 0， // Key 1 Evaluation
"outbound_satisfaction_q1_key_2_calls": 0， // Key 2 Evaluation
"outbound_satisfaction_q1_key_3_calls": 0， // Key 3 Evaluation
"outbound_satisfaction_q1_key_4_calls": 0， // Key 4 Evaluation
"outbound_satisfaction_q1_key_5_calls": 0， // Key 5 Evaluation
"outbound_satisfaction_q1_key_6_calls": 0， // Key 6 Evaluation
"outbound_satisfaction_q1_key_7_calls": 0， // Key 7 Evaluation
"outbound_satisfaction_q1_key_8_calls": 0， // Key 8 Evaluation
"outbound_satisfaction_q1_key_9_calls": 0， // Key 9 Evaluation
"outbound_satisfaction_q1_key_1_ratio": 0， // Key 1 Evaluation %
"outbound_satisfaction_q1_key_2_ratio": 0， // Key 2 Evaluation %
"outbound_satisfaction_q1_key_3_ratio": 0， // Key 3 Evaluation %
"outbound_satisfaction_q1_key_4_ratio": 0， // Key 4 Evaluation %
"outbound_satisfaction_q1_key_5_ratio": 0， // Key 5 Evaluation %
"outbound_satisfaction_q1_key_6_ratio": 0， // Key 6 Evaluation %
"outbound_satisfaction_q1_key_7_ratio": 0， // Key 7 Evaluation %
"outbound_satisfaction_q1_key_8_ratio": 0， // Key 8 Evaluation %
"outbound_satisfaction_q1_key_9_ratio": 0， // Key 9 Evaluation %
"agent_login_sum_duration": 0， // Total Login Duration
"agent_online_sum_duration": 0， // Login Online Duration
"agent_syslock_sum_duration": 0， // System Locked Duration
"agent_busy_sum_duration": 0， // DND & Break Duration
"agent_DND_sum_duration": 0， // DND Duration
"agent_rest_sum_duration": 0， // Total Break Duration
"agent_rest11_sum_duration": 0， // Break 11 Duration
"agent_rest12_sum_duration": 0， // Break 12 Duration
"agent_rest13_sum_duration": 0， // Break 13 Duration
"agent_rest14_sum_duration": 0， // Break 14 Duration
"agent_rest15_sum_duration": 0， // Break 15 Duration
"agent_rest16_sum_duration": 0， // Break 16 Duration
"agent_rest17_sum_duration": 0， // Break 17 Duration
"agent_rest18_sum_duration": 0， // Break 18 Duration
"agent_readying_sum_duration": 0， // Ready Duration
"agent_busying_sum_duration": 0， // Occupied Duration
"agent_acwing_sum_duration": 0， // Sorting Duration
"agent_calling_sum_duration": 0， // Total In-Call Duration
"agent_dialing_sum_duration": 0， // Calling Duration
"agent_ringing_sum_duration": 0， // Dialing Duration
"agent_talking_sum_duration": 0， // Talking Duration
"agent_helding_sum_duration": 0， // Holding Duration
"agentOnline_percent": 0， // Online Duration %
"agentBusy_percent": 0， // DND & Break Duration %
"agentDND_percent": 0， // DND Duration %
"agentRest_percent": 0， // Total Break Duration %
"workReady_percent": 0， // Ready Duration %
"workBusy_percent": 0， // Ready Duration %
"workinCall_percent": 0， // Total In-Call Duration %
"workACW_percent": 0， // Sorting Duration %
"workReasonCodeA_sum_duration": 0， // Work Occupied Time A
"workReasonCodeB_sum_duration": // Work Occupied Time B
"workReasonCodeA_percent": 0， // Work Occupied % A
"workReasonCodeB_percent": 0， // Work Occupied % B
}
],
"total": 1,
"currPage": 1,
"pageSize": 15
}
}
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# ● Department Report
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/depart-table/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param description
| Param | Type | Required | Description |
|---|---|---|---|
| dimensions | int | Yes | Dimension: 1: Time; 11: Department; 12: Time+department; 13:Department+time |
| dateType | int | Yes | Time range: 11:Half hour;12: Hour;13: Day; 14: Week; 15: Month |
| startDate | String | Yes | Start date: 2021-01-01 |
| startTime | String | Yes | Start time: 00:00 |
| endDate | String | Yes | End date: 2021-01-01 |
| endTime | String | Yes | End time: 24:00 |
| callType | int | Yes | Department report type: Inbound 2, Outbound 3 |
| customerFields | String | Yes | Indicators are separated by comma. Refer to Department Indicator List |
| currPage | int | Yes | Page number starting from 1 by default |
| pageSize | int | Yes | 15 by default |
| departIds | String | No | Department: String array format, e.g.: ["aaaaa","bbbbbb"] |
Response example:
{
"apiVersion": "string",
"status": "string",
"code": 0,
"message": "string",
"reason": "string",
"kind": "string",
"metaData": {
"creatorId": "string",
"creationTime": 0,
"updateUserId": "string",
"updatedTime": 0
},
"data": {
"amount": [
{
"inbound_agent_partits": 0， // Calling Agent
"inbound_agent_answer_partits": 0， // Answered Call of Agent
"inbound_agent_unAnswer_partits": 0， // Missed Inbound Calls
"inbound_agent_ringing_partits": 0， // Direct Calls
"inbound_agent_ringingAnswer_partits": 0， // Direct Answered
"inbound_agent_dialing_partits": 0， // Dialing Inbound Calls
"inbound_agent_ringingUnAnswer_partits": 0， // Missed Direct Calls
"inbound_agent_transferBy_partits": 0， // Trans-to-Agent
"inbound_agent_transferByAnswer_partits":0, // Trans-to-Agent Answer
"inbound_agent_transferByUnAnswer_partits": 0， // Trans-to-Agent Missed
"inbound_agent_consultBy_partits": 0， // Agent Inquiry Calls
"inbound_agent_consultByAnswer_partits": 0， // Answered Inquiry Calls
"inbound_agent_consultByUnAnswer_partits": 0， // Missed Inquiry Calls
"inbound_agent_ringingQuickHangup_partits": 0， // Customer Fast Clear Down
"inbound_agent_effectiveTalkIn10s_partits": 0， // 10s Talk
"inbound_agent_effectiveTalkIn20s_partits": 0， // 20s Talk
"inbound_agent_effectiveTalkIn30s_partits": 0， // 30s Talk
"inbound_agent_effectiveTalkIn40s_partits": 0， // 40s Talk
"inbound_agent_effectiveTalkIn50s_partits": 0， // 50s Talk
"inbound_agent_effectiveTalkIn60s_partits": 0， // 60s Talk
"inbound_agent_effectiveTalkIn10s_radio": 0， // 10s Talk %
"inbound_agent_effectiveTalkIn20s_radio": 0， // 20s Talk %
"inbound_agent_effectiveTalkIn30s_radio": 0， // 30s Talk %
"inbound_agent_effectiveTalkIn40s_radio": 0， // 40s Talk %
"inbound_agent_effectiveTalkIn50s_radio": 0， // 50s Talk %
"inbound_agent_effectiveTalkIn60s_radio": 0， // 60s Talk %
"inbound_agent_ringing_radio": 0， // Dialing Inbound Answer %
"inbound_agent_ringingIn10s_partits": 0， // 10s Dialing Answer
"inbound_agent_ringingIn15s_partits": 0， // 15s Dialing Answer
"inbound_agent_ringingIn20s_partits": 0， // 20s Dialing Answer
"inbound_agent_ringingIn25s_partits": 0， // 25s Dialing Answer
"inbound_agent_ringingIn30s_partits": 0， // 30s Dialing Answer
"inbound_agent_ringingIn10s_talk_radio": 0， // 10s Dialing Call Answer %
"inbound_agent_ringingIn15s_talk_radio": 0， // 15s Dialing Call Answer %
"inbound_agent_ringingIn20s_talk_radio": 0， // 20s Dialing Call Answer %
"inbound_agent_ringingIn25s_talk_radio": 0， // 25s Dialing Call Answer %
"inbound_agent_ringingIn30s_talk_radio": 0， // 30s Dialing Call Answer %
"inbound_agentAnswer_average_duration": 0， // Avg. Answer Speed
"inbound_agentTalk_duration": 0， // Talk Duration
"inbound_agentTalk_average_duration": 0， // ATT
"inbound_agent_ACW_duration": 0， // Sorting duration
"inbound_agent_ACW_average_duration": 0， // Avg. sorting duration
"inbound_agent_AHT_duration": 0， // Processing duration
"inbound_agent_AHT_average_duration": 0， // AHT
"outbound_calls": 0， // Outbound Call
"outbound_customer_noAnswer_calls": 0， // Missed
"outbound_customer_answer_calls": 0， // Answer Times
"outbound_answer_ratio": 0， // Answered Outbound Call%
"outbound_agent_effectiveTalkIn10s_partits": 0， // 10s Talk
"outbound_agent_effectiveTalkIn20s_partits": 0， // 20s Talk
"outbound_agent_effectiveTalkIn30s_partits": 0， // 30s Talk
"outbound_agent_effectiveTalkIn40s_partits": 0， // 40s Talk
"outbound_agent_effectiveTalkIn50s_partits": 0， // 50s Talk
"outbound_agent_effectiveTalkIn60s_partits": 0， // 60s Talk
"outbound_agent_effectiveTalkIn10s_radio": 0， // 10s Talk %
"outbound_agent_effectiveTalkIn20s_radio": 0， // 20s Talk %
"outbound_agent_effectiveTalkIn30s_radio": 0， // 30s Talk %
"outbound_agent_effectiveTalkIn40s_radio": 0， // 40s Talk %
"outbound_agent_effectiveTalkIn50s_radio": 0， // 50s Talk %
"outbound_agent_effectiveTalkIn60s_radio": 0， // 60s Talk %
"outbound_calls_duration": 0， // Call Time
"outbound_calls_talk_duration": 0， // Talk Duration
"outbound_calls_average_duration": 0， // ATT
"outbound_effective_in10s_sum_duration": 0， // 10s Talk Time
"outbound_effective_in20s_sum_duration": 0， // 20s Talk Time
"outbound_effective_in30s_sum_duration": 0， // 30s Talk Time
"outbound_effective_in40s_sum_duration": 0， // 40s Talk Time
"outbound_effective_in50s_sum_duration": 0， // 50s Talk Time
"outbound_effective_in60s_sum_duration": 0， // 60s Talk Time
"outbound_effective_in10s_average_duration": 0， // 10s ATT
"outbound_effective_in20s_average_duration": 0， // 20s ATT
"outbound_effective_in30s_average_duration": 0， // 30s ATT
"outbound_effective_in40s_average_duration": 0， // 40s ATT
"outbound_effective_in50s_average_duration": 0， // 50s ATT
"outbound_effective_in60s_average_duration": 0， // 60s ATT
}
]
"metric": [
{
"inbound_agent_partits": 0， // Calling Agent
"inbound_agent_answer_partits": 0， // Answered Call of Agent
"inbound_agent_unAnswer_partits": 0， // Missed Inbound Calls
"inbound_agent_ringing_partits": 0， // Direct Calls
"inbound_agent_ringingAnswer_partits": 0， // Direct Answered
"inbound_agent_dialing_partits": 0， // Dialing Inbound Calls
"inbound_agent_ringingUnAnswer_partits": 0， // Missed Direct Calls
"inbound_agent_transferBy_partits": 0， // Trans-to-Agent
"inbound_agent_transferByAnswer_partits": 0， // Trans-to-Agent Answer
"inbound_agent_transferByUnAnswer_partits": 0， // Trans-to-Agent Missed
"inbound_agent_consultBy_partits": 0， // Agent Inquiry Calls
"inbound_agent_consultByAnswer_partits": 0， // Answered Inquiry Calls
"inbound_agent_consultByUnAnswer_partits": 0， // Missed Inquiry Calls
"inbound_agent_ringingQuickHangup_partits": 0， // Customer Fast Clear Down
"inbound_agent_effectiveTalkIn10s_partits": 0， // 10s Talk
"inbound_agent_effectiveTalkIn20s_partits": 0， // 20s Talk
"inbound_agent_effectiveTalkIn30s_partits": 0， // 30s Talk
"inbound_agent_effectiveTalkIn40s_partits": 0， // 40s Talk
"inbound_agent_effectiveTalkIn50s_partits": 0， // 50s Talk
"inbound_agent_effectiveTalkIn60s_partits": 0， // 60s Talk
"inbound_agent_effectiveTalkIn10s_radio": 0， // 10s Talk %
"inbound_agent_effectiveTalkIn20s_radio": 0， // 20s Talk %
"inbound_agent_effectiveTalkIn30s_radio": 0， // 30s Talk %
"inbound_agent_effectiveTalkIn40s_radio": 0， // 40s Talk %
"inbound_agent_effectiveTalkIn50s_radio": 0， // 50s Talk %
"inbound_agent_effectiveTalkIn60s_radio": 0， // 60s Talk %
"inbound_agent_ringing_radio": 0， // Dialing Inbound Answer %
"inbound_agent_ringingIn10s_partits": 0， // 10s Dialing Answer
"inbound_agent_ringingIn15s_partits": 0, // 15s Dialing Answer
"inbound_agent_ringingIn20s_partits": 0， // 20s Dialing Answer
"inbound_agent_ringingIn25s_partits": 0， // 25s Dialing Answer
"inbound_agent_ringingIn30s_partits": 0， // 30s Dialing Answer
"inbound_agent_ringingIn10s_talk_radio": 0， // 10s Dialing Call Answer %
"inbound_agent_ringingIn15s_talk_radio": 0， // 15s Dialing Call Answer %
"inbound_agent_ringingIn20s_talk_radio": 0， // 20s Dialing Call Answer %
"inbound_agent_ringingIn25s_talk_radio": 0， // 25s Dialing Call Answer %
"inbound_agent_ringingIn30s_talk_radio": 0， // 30s Dialing Call Answer %
"inbound_agentAnswer_average_duration": 0， // Avg. Answer Speed
"inbound_agentTalk_duration": 0， // Talk Duration
"inbound_agentTalk_average_duration": 0， // ATT
"inbound_agent_ACW_duration": 0， // Sorting duration
"inbound_agent_ACW_average_duration": 0， // Avg. sorting duration
"inbound_agent_AHT_duration": 0， // Processing duration
"inbound_agent_AHT_average_duration": 0， // AHT
"outbound_calls": 0， // Outbound Call
"outbound_customer_noAnswer_calls": 0， // Missed
"outbound_customer_answer_calls": 0， // Answer Times
"outbound_answer_ratio": 0， // Answered Outbound Call%
"outbound_agent_effectiveTalkIn10s_partits": 0， // 10s Talk
"outbound_agent_effectiveTalkIn20s_partits": 0， // 20s Talk
"outbound_agent_effectiveTalkIn30s_partits": 0， // 30s Talk
"outbound_agent_effectiveTalkIn40s_partits": 0， // 40s Talk
"outbound_agent_effectiveTalkIn50s_partits": 0， // 50s Talk
"outbound_agent_effectiveTalkIn60s_partits": 0， // 60s Talk
"outbound_agent_effectiveTalkIn10s_radio": 0， // 10s Talk %
"outbound_agent_effectiveTalkIn20s_radio": 0， // 20s Talk %
"outbound_agent_effectiveTalkIn30s_radio": 0， // 30s Talk %
"outbound_agent_effectiveTalkIn40s_radio": 0， // 40s Talk %
"outbound_agent_effectiveTalkIn50s_radio": 0， // 50s Talk %
"outbound_agent_effectiveTalkIn60s_radio": 0， // 60s Talk %
"outbound_calls_duration": 0， // Call Time
"outbound_calls_talk_duration": 0， // Talk Duration
"outbound_calls_average_duration": 0， // ATT
"outbound_effective_in10s_sum_duration": 0， // 10s Talk Time
"outbound_effective_in20s_sum_duration": 0， // 20s Talk Time
"outbound_effective_in30s_sum_duration": 0， // 30s Talk Time
"outbound_effective_in40s_sum_duration": 0， // 40s Talk Time
"outbound_effective_in50s_sum_duration": 0， // 50s Talk Time
"outbound_effective_in60s_sum_duration": 0， // 60s Talk Time
"outbound_effective_in10s_average_duration": 0， // 10s ATT
"outbound_effective_in20s_average_duration": 0， // 20s ATT
"outbound_effective_in30s_average_duration": 0， // 30s ATT
"outbound_effective_in40s_average_duration": 0, // 40s ATT
"outbound_effective_in50s_average_duration": 0， // 50s ATT
"outbound_effective_in60s_average_duration": 0， // 60s ATT
}
],
"total": 1,
"currPage": 1,
"pageSize": 15
}
}
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# ● Service Summary Report
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/summaryClassify/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param description summary
| Param | Type | Required | Description |
|---|---|---|---|
| dimensions | int | Yes | Dimension: use 14 |
| dateType | int | Yes | Monthly Report：15 total：16 |
| classifyLevel | int | Yes | Level：1:Level-1 Category 2:Level 1-2 Category 3.Level 1-3 Category 4.Level 1-4 Category 5.Level 1-5 Category 6.Level 1-6 Category |
| classificationStatuses | String | Yes | Status：1:Enabling 0:Disabled 2.Deleted，e.g. "1,2,0" |
| gatewayNumber | Array | No | gatewayNumber：e.g. ["010xxxxxxxx,"185xxxxxxxx"] |
| customerFields | String | No | Indicators are separated by comma. Refer to Service Summary Indicator List |
| startDate | String | Yes | Start date: 2021-01-01 |
| endDate | String | Yes | End date: 2021-01-01 |
| currPage | int | Yes | Page number starting from 1 by default |
| pageSize | int | Yes | 15 by default |
Response example:
{
"apiVersion": "6.3.0",
"status": "Success",
"code": 200,
"message": "string",
"reason": "string",
"kind": "Map",
"metaData": {},
"data": {
"amount": {
"outbound_count": "9",
"inbound_count": "2",
"outbound_ratio": "100%",
"inbound_ratio": "100%"
},
"total": 4,
"currPage": 1,
"metric": [
{
"classify_id": "1486265046784864257",
"classify_level_path": "1486265046784864257",
"outbound_count": "5",
"inbound_count": "2",
"outbound_ratio": "55.55%",
"inbound_ratio": "100.0%",
"classify_name1": "Electronic devices"
},
{
"classify_id": "1486265068322615298",
"classify_level_path": "1486265068322615298",
"outbound_count": "1",
"inbound_count": "0",
"outbound_ratio": "11.11%",
"inbound_ratio": "0.0%",
"classify_name1": "Vegetables, fruits and melons"
},
{
"classify_id": "1547549854245326849",
"classify_level_path": "1547549854245326849",
"outbound_count": "1",
"inbound_count": "0",
"outbound_ratio": "11.11%",
"inbound_ratio": "0.0%",
"classify_name1": "food"
},
{
"classify_id": "1562001524178030594",
"classify_level_path": "1562001524178030594",
"outbound_count": "2",
"inbound_count": "0",
"outbound_ratio": "22.22%",
"inbound_ratio": "0.0%",
"classify_name1": "Stationery supplies"
}
],
"pageSize": 50,
"title": {
"outbound_count": [
"2023-12"
],
"outbound_ratio": [
"2023-12"
],
"inbound_count": [
"2023-12"
],
"inbound_ratio": [
"2023-12"
]
}
},
"retMsg": "string",
"retCode": "000000"
}
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# ● IVR Track Analysis
Only support ivr trace statistics with published status. If there are any changes that may cause inaccuracy for a period of time, please refer to the time after the status is published.
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/ivr/trace-analysis
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Singapore by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param description
| Param | Type | Required | Description |
|---|---|---|---|
| startDate | String | Yes | Start date: 2021-01-01 |
| startTime | String | Yes | Start time: 00:00 |
| endDate | String | Yes | End date: 2021-01-01 |
| endTime | String | Yes | End time: 24:00 |
| gatewayNumber | string | No | Relay number in talk records |
| ivrCode | String | Yes | Encoding fields in the IVR flow |
Return param
- Please focus on the ivrTracesMetrics field section in the collection, which includes statistical indicators on nodes and connections
- Please focus on the description in the ivrNodeConditions field and ivrNodes field in the returned example for the relationship between nodes and connections
- Param description
| Param | Type | Required | Description |
|---|---|---|---|
| ivrInfo | Object | Yes | Published ivr basic information |
| ivrNodeConditions | Object | Yes | ivr connection information collection. Refer to ivrTrace Indicator List |
| ivrNodes | Object | Yes | ivr node information collection. Refer to ivrTrace Indicator List |
Response example:
{
"apiVersion":"6.3.0",
"status":"Success",
"code":200,
"message":"string",
"reason":"string",
"kind":"Map",
"metaData":{
},
"data":{
"ivrInfo":{
"enabled":2, //ivr status 1. Published 0. Unpublished 2. Published (with new draft)
"creatorId":"07877770ece24016806ff7b66473921b",
"creationTime":1676877252037,
"updateUserId":"07877770ece24016806ff7b66473921b",
"updatedTime":1687686152631,
"companyId":"4155f8415b93480aa367f37a651d83e6",
"id":"a087e8481394413fa5399643d224a4af", //ivrID
"ivrName":"666", //ivrName
"ivrCode":"0001", //Encoding of ivr
"ivrRemarks":"666", //Remarks
"ivrIssueTime":1687686155313 //Focus not required
},
"ivrNodeConditions":[ //ivr connection information collection
{
"creationTime":1687155762345,
"updateUserId":"07877770ece24016806ff7b66473921b",
"updatedTime":1687682349194,
"companyId":"4155f8415b93480aa367f37a651d83e6",
"id":"18821ba8f15444849a4ce10a9ecdb762", //Connection id
"ivrId":"a087e8481394413fa5399643d224a4af",
"nodeId":"2951a021c0784ae9a1bb28439db24252",
"nextNodeId":"09346f9d3261437593b1b5ee7fa1d39d", //Node id connected
"conditionContent":"toAgentCallTiomOut", //Connection code
"action":"to_agent", //Current node type: Node type: 1. Play Audio, 2. Key, 3. Trans-to-skill group, 4. Trans-to-agent, 5. Time, 6. Location, 7. Hang up, 8. Input Number, 10. Data, 11. Branch, 12. Trans-to-external line, 13. Start
"conditionType":2, //Condition type: 1. Dynamic 2. Fixed Focus not required
"conditionName":"Call Failure", //Connection Name
"sort":1,
"ivrTracesMetrics":{
"branchId":"18821ba8f15444849a4ce10a9ecdb762", //Connection id
"ivr_inflow_count":45,
"branch_flowout_times":7,
"ivrId":"a087e8481394413fa5399643d224a4af"
}
}
],
"ivrNodes":[ //ivr node information collection
{
"creatorId":"07877770ece24016806ff7b66473921b",
"creationTime":1676968652270,
"updateUserId":"07877770ece24016806ff7b66473921b",
"updatedTime":1687680990290,
"companyId":"4155f8415b93480aa367f37a651d83e6",
"id":"a775e88d1c584abea5bc7162b0f1f074", //nodeid
"ivrId":"a087e8481394413fa5399643d224a4af",
"action":"press_key", ////Current node type: Node type: 1. Play Audio, 2. Key, 3. Trans-to-skill group, 4. Trans-to-agent, 5. Time, 6. Location, 7. Hang up, 8. Input Number, 10. Data, 11. Branch, 12. Trans-to-external line, 13. Start
"nodeName":"anjian",
"sort":1,
"ivrTracesMetrics":{
"inflow_total_times":47,
"loss_sum_count":3,
"agent_answer_rate":"0.00%",
"loss_rate":"6.66%",
"client_quickHangup_loss_count":0,
"client_NonQuickHangup_loss_count":0,
"abandon_before_agent_loss_count":4,
"inflow_call_count":45,
"average_remain_duration":"7.23",
"other_loss_count":-1,
"remain_duration":340,
"inflow_repeat_count":2,
"ivr_inflow_count":45,
"agent_answer_count":0,
"nodeId":"a775e88d1c584abea5bc7162b0f1f074",
"ivrId":"a087e8481394413fa5399643d224a4af",
"inflow_rate":"100.0%"
}
}
]
},
"retCode":"000000"
}
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# ● Inbound Voicebot Report
API URL ：https://sg.sobot.io/callservice/v6/cc-reports/inboundbot-table/_search
Request method: POST
Request param (header):
| Param | Type | Required | Description |
|---|---|---|---|
| Authorization | String | Yes | API access credential, Agent token. Please refer to Obtain the Authentication Token |
| timezoneid | String | No | ZoneId, Asia/Shanghai by default |
Request param (body)
- content-type: application/json;charset=utf-8
- Param description
| Param | Type | Required | Description |
|---|---|---|---|
| dimensions | int | Yes | Dimension: 1: Time; 2: Relay number; 3: Bot; 4:Time+Relay number; 5:Time+Bot; 6:Relay number+Bot; 7:Relay number+Time; 8:Bot+Time; 9:Bot+Relay number |
| dateType | int | Yes | Time range: 11:Half hour;12: Hour;13: Day; 14: Week; 15: Month |
| startDate | String | Yes | Start date: 2021-01-01 |
| startTime | String | Yes | Start time: 00:00 |
| endDate | String | Yes | End date: 2021-01-01 |
| endTime | String | Yes | End time: 24:00 |
| customerFields | String | Yes | Indicators are separated by comma. Refer to Inbound Bot Indicator List |
| currPage | int | Yes | Page number starting from 1 by default |
| pageSize | int | Yes | 15 by default |
| gatewayNumbers | String[] | No | Relay number: Replay numbers separated by comma; e.g.: ["01088881234","01088885678"] |
| botIds | String[] | No | Bot ID: Bots id separated by comma; e.g.:["2d4afc0da70f4ecea90482a609eb8725","ac97fe682f0c45f5809dc1c1b246482d"] |
Return param
| Param | Type | Required | Description |
|---|---|---|---|
| currPage | int | Yes | |
| pageSize | int | Yes | |
| list | Array | Yes | Array element. Refer to Inbound Bot Indicator List |
Response example:
{
"apiVersion": "string",
"status": "string",
"code": 0,
"message": "string",
"reason": "string",
"kind": "string",
"metaData": {
"creatorId": "string",
"creationTime": 0,
"updateUserId": "string",
"updatedTime": 0
},
"data": {
"amount": [
{
"intent_d_count": 0, // Intention category D
"robot_receptioned_to_agent_total_calls_percent": "37.50%", // % of total no. of bot-agent transfer after reception
"robot_calling_customer_hangup_radio": "62.50%", // % of customer hang-ups in bot chats
"inbound_robot_average_duration": "00:00:17", // Bot avg. talk duration
"robot_receptioned_to_agent_total_calls": 3, // Total no. of trans-to-agent after bot reception
"intent_b_count": 0, // Intention category B
"robot_calling_to_ivr_calls": 0, // No. of bot chats transferred to IVR
"robot_receptioned_average_wha_duration": "00:00:08", // Avg. duration of waiting for agent answer after bot reception
"intent_a_count": 0, // Intention category A
"robot_calling_to_agent_calls": 3, // No. of bot-agent transfer in chats
"robot_calling_to_agent_percent": "37.50%", // % of no. of bot-agent transfer in chats
"robot_calling_to_agent_answer_calls_percent": "12.50%", // % of no. of bot-agent transfer answers in chats
"intent_e_count": 0, // Intention category E
"inbound_total_calls": 8, // Total inbound calls
"robot_reception_percent": "100.00%", // Bot reception %
"inbound_robot_total_duration": "00:02:16", // Total duration of bot talks
"robot_calling_to_agent_answer_calls": 1, // No. of bot-agent transfer answers in chats
"robot_to_agent_answer_total_calls_percent": "12.50%", // % of total no. of bot-agent transfer answered calls
"robot_receptioned_total_duration": "00:04:01", // Total duration of calls after bot reception
"robot_inbound_unAnswer_calls": 0, // No. of bot missed calls
"inbound_robot_total_duration_percent": "56.43%", // % of total bot talk duration
"robot_to_agent_answer_total_calls": 1, // Total no. of bot-agent transfer answered calls
"robot_inbound_calls": 8, // No. of bot inbound calls
"robot_inbound_answer_calls": 8, // Total no. of bot-agent transfer answered calls
"intent_c_count": 0, // Intention category C
"robot_calling_un_customer_hangup_calls": 0, // No. of system hang-ups in bot chats
"robot_calling_customer_hangup_calls": 5 // No. of customer hang-ups in bot chats
}
],
"total": 1,
"currPage": 1,
"metric": [
{
"intent_d_count": 0, // Intention category D
"robot_receptioned_to_agent_total_calls_percent": "37.50%", // % of total no. of bot-agent transfer after reception
"robot_calling_customer_hangup_radio": "62.50%", // % of customer hang-ups in bot chats
"robot_name": "Bot-1", // Bot name
"inbound_robot_average_duration": "00:00:17", // Bot avg. talk duration
"robot_receptioned_to_agent_total_calls": 3, // Total no. of trans-to-agent after bot reception
"intent_b_count": 0, // Intention category B
"robot_calling_to_ivr_calls": 0, // No. of bot chats transferred to IVR
"robot_receptioned_average_wha_duration": "00:00:08", // Avg. duration of waiting for agent answer after bot reception
"intent_a_count": 0, // Intention category A
"robot_calling_to_agent_calls": 3, // No. of bot-agent transfer in chats
"robot_calling_to_agent_percent": "37.50%", // % of no. of bot-agent transfer in chats
"robot_code": "0002", // Bot code
"robot_calling_to_agent_answer_calls_percent": "12.50%", // % of no. of bot-agent transfer answers in chats
"result_date": "2024-06-01", // Date
"intent_e_count": 0, // Intention category E
"inbound_total_calls": 8, // Total inbound calls
"robot_reception_percent": "100.00%", // Bot reception %
"inbound_robot_total_duration": "00:02:16", // Total duration of bot talks
"robot_calling_to_agent_answer_calls": 1, // No. of bot-agent transfer answers in chats
"robot_to_agent_answer_total_calls_percent": "12.50%", // % of total no. of bot-agent transfer answered calls
"robot_receptioned_total_duration": "00:04:01", // Total duration of calls after bot reception
"robot_inbound_unAnswer_calls": 0, // No. of bot missed calls
"inbound_robot_total_duration_percent": "56.43%", // % of total bot talk duration
"robot_to_agent_answer_total_calls": 1, // Total no. of bot-agent transfer answered calls
"robot_status": 0, // Bot status
"robot_id": "1d88cf58300e40c3853d6af85e57e455", // Bot id
"robot_inbound_calls": 8, // No. of bot inbound calls
"robot_inbound_answer_calls": 8, // Total no. of bot-agent transfer answered calls
"intent_c_count": 0, // Intention category C
"robot_calling_un_customer_hangup_calls": 0, // No. of system hang-ups in bot chats
"robot_calling_customer_hangup_calls": 5 // No. of customer hang-ups in bot chats
}
],
"pageSize": 50
}
}
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# Common Data Structure
# ● Call Monitoring Indicator Param
| Param | Type | Required | Description |
|---|---|---|---|
| inboundCallsCount | int | Yes | The number of current inbound calls that are not hung up. Outbound calls are excluded |
| members | int | Yes | The number of current inbound calls that are queuing in the inbound skill group. Outbound calls are excluded. |
| outboundCallsCount | int | Yes | The number of current outbound calls. Inbound calls are excluded. |
| inboundAbandonCallsCountToday | int | Yes | The number of inbound calls missed by agents. |
| inboundEstablishedCallsCountToday | int | Yes | The number of inbound calls answered by agents. |
| outboundEstablishedCallsCountToday | int | Yes | The number of outbound calls answered by customers. |
| loginAgentsCount | int | Yes | Summarize the number of agents whose login status is online, occupied (including DND and break status), and system locked under the query criteria. |
| onlineAgentsCount | int | Yes | Summarize the number of agents whose login status is online under the query criteria. |
| busyAgentsCount | int | Yes | Summarize the number of agents whose login status is occupied (including DND and break status) under the query criteria. |
| sysLockAgentsCount | int | Yes | Summarize the number of agents whose login status is system locked under the query criteria. |
| logoutAgentsCount | int | Yes | Summarize the number of agents whose login status is offline under the query criteria. |
| inCallAgentsCount | int | Yes | Summarize the number of agents whose work status is calling, dialing, talking or holding under the query criteria. |
| readyAgentsCount | int | Yes | Summarize the number of agents whose work status is ready under the query criteria. |
| busyingAgentsCount | int | Yes | Summarize the number of agents whose work status is occupied under the query criteria. |
| dialingAgentsCount | int | Yes | The number of enterprise agents whose work status is calling |
| ringingAgentsCount | int | Yes | The number of enterprise agents whose work status is dialing |
| establishedAgentsCount | int | Yes | The number of enterprise agents whose work status is talking |
| heldAgentsCount | int | Yes | The number of enterprise agents whose work status is holding |
| acwAgentsCount | int | Yes | The number of enterprise agents whose work status is sorting |
| sysLockingAgentsCount | int | Yes | The number of enterprise agents whose work status is locking |
# ● Agent login status summary
| Param | Type | Required | Description |
|---|---|---|---|
| loginStatusOfflineCount | int | Yes | Agent login status, offline summary |
| loginStatusOnlineCount | int | Yes | Agent login status, online summary |
| loginStatusDNDCount | int | Yes | Agent login status, DND summary |
| loginStatusBreakCount | int | Yes | Agent login status, break summary |
| loginStatusBreak12Count | int | Yes | Agent login status, custom status code 12 summary |
| loginStatusBreak13Count | int | Yes | Agent login status, custom status code 13 summary |
| loginStatusBreak14Count | int | Yes | Agent login status, custom status code 14 summary |
| loginStatusBreak15Count | int | Yes | Agent login status, custom status code 15 summary |
| loginStatusBreak16Count | int | Yes | Agent login status, custom status code 16 summary |
| loginStatusBreak17Count | int | Yes | Agent login status, custom status code 17 summary |
| loginStatusBreak18Count | int | Yes | Agent login status, custom status code 18 summary |
| loginStatusSystemLockCount | int | Yes | Agent login status, system lock summary |
# ● Skill Group Summary Indicators
| Param | Type | Required | Description |
|---|---|---|---|
| members | int | Yes | The number of customer numbers that are queuing in the skill group for the current inbound calls. Outbound calls are excluded. |
| noAgentTimeoutMembersToday | int | Yes | The number of lost calls due to agents unavailable in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="No agent available"for details |
| exceedMaxMembersToday | int | Yes | Today - Lost calls due to the full queue. The number of lost calls due to the full queue in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="Full queue"for details |
| abandonMembersToday | int | Yes | Today - Lost calls due to abandoned queue. The number of lost calls due to abandoned queue in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="Abandoned call in queue"for details |
| systemCancelMembersToday | int | Yes | Today - Lost calls due to clear down error in queue. The number of lost calls due to hang-up caused by non-customer reasons in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="Clear down error in queue"for details |
| timeoutMembersToday | int | Yes | Today - Lost calls due to queuing timeout. The number of lost calls due to queuing timeout in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="Queuing timeout"for details |
| establishedMembersToday | int | Yes | Today - Calls answered by both |
| inCallAgentsCount | int | Yes | Current - Agents in the work status (in-call). Summarize the number of agents whose work status is calling, dialing, talking or holding under the query criteria. |
| readyAgentsCount | int | Yes | Summarize the number of agents whose work status is ready under the query criteria. |
| busyingAgentsCount | int | Yes | Summarize the number of agents whose work status is occupied under the query criteria. |
| dialingAgentsCount | int | Yes | The number of enterprise agents whose work status is calling |
| ringingAgentsCount | int | Yes | The number of enterprise agents whose work status is dialing |
| establishedAgentsCount | int | Yes | The number of enterprise agents whose work status is talking |
| heldAgentsCount | int | Yes | The number of enterprise agents whose work status is holding |
| acwAgentsCount | int | Yes | The number of enterprise agents whose work status is sorting |
| sysLockingAgentsCount | int | Yes | The number of enterprise agents whose work status is locking |
# ● Agent List Summary
| Param | Type | Required | Description |
|---|---|---|---|
| inboundEstablishedCallsCountToday | int | Yes | The number of successful answers (not the number of calls) by the agent after the call is locked to the agent in the inbound calls today |
| inboundAbandonCallsCountToday | int | Yes | Number of inbound calls missed today |
| outboundCallsCountToday | int | Yes | Number of outbound calls today |
| outboundEstablishedCallsCountToday | int | Yes | Number of outbound calls answered today |
# ● Skill Group List Indicators
| Param | Type | Required | Description |
|---|---|---|---|
| queueId | int | Yes | Skill group no. |
| queueName | int | Yes | Skill group name |
| members | int | Yes | The number of customer numbers that are queuing in the skill group for the current inbound calls. Outbound calls are excluded. |
| noAgentTimeoutMembersToday | int | Yes | The number of lost calls due to agents unavailable in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="No agent available"for details |
| exceedMaxMembersToday | int | Yes | The number of lost calls due to the full queue in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="Full queue"for details |
| abandonMembersToday | int | Yes | The number of lost calls due to abandoned queue in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="Abandoned call in queue"for details |
| systemCancelMembersToday | int | Yes | The number of lost calls due to hang-up caused by non-customer reasons in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="Clear down error in queue"for details |
| timeoutMembersToday | int | Yes | The number of lost calls due to queuing timeout in the last queue skill group for inbound calls. See Talk Record\Waiting Status in Last Queue="Queuing timeout"for details |
| establishedMembersToday | int | Yes | The number of calls that have been successfully assigned to an agent and answered by the agent when inbound calls enter the queue skill group. See Talk Record\Inbound queuing result="Agent assigned"for details; Talk Record\Talk result="Answered by both" |
| answerRate | float (2 places after the decimal point) | Yes | Today - Call answer rate of inbound queuing skill group |
| inCallAgentsCount | int | Yes | Summarize the number of agents whose work status is calling, dialing, talking or holding under the query criteria. |
| readyAgentsCount | int | Yes | Summarize the number of agents whose work status is ready under the query criteria. |
| busyingAgentsCount | int | Yes | Summarize the number of agents whose work status is occupied under the query criteria. |
| dialingAgentsCount | int | Yes | The number of enterprise agents whose work status is calling |
| ringAgentsCount | int | Yes | The number of enterprise agents whose work status is dialing |
| establishedAgentsCount | int | Yes | The number of enterprise agents whose work status is talking |
| heldAgentsCount | int | Yes | The number of enterprise agents whose work status is holding |
| acwAgentsCount | int | Yes | The number of enterprise agents whose work status is sorting |
| sysLockingAgentsCount | int | Yes | The number of enterprise agents whose work status is locking |
# ● Queuing Customer Number List
| Param | Type | Required | Description |
|---|---|---|---|
| customerNumber | String | Yes | Customer number displayed by UI. |
| customerPrivacyNumber | String | Yes | Encrypted customer number |
| joinSystemEpoch | timestampMS | Yes | Call time of talk record (ms) |
| queueId | String | Yes | Skill group no. |
| queueName | String | Yes | Skill Group Name |
| queueWaitSeconds | int | Yes | Waiting time in queue, unit: Seconds |
# ● Skill Group Summary
| Param | Type | Required | Description |
|---|---|---|---|
| members | int | Yes | Summarize the number of customer numbers that are queuing in the skill group for the current inbound calls under the query criteria. Outbound calls are excluded. |
| inCallAgentsCount | int | Yes | Summarize the number of calls with the agent working status being calling, dialing, talking, and holding under the query criteria |
| inboundInCallAgentsCount | int | Yes | Summarize the number of inbound calls with the agent working status being calling, dialing, talking, and holding under the query criteria |
| outboundInCallAgentsCount | int | Yes | Summarize the number of outbound calls with the agent working status being calling, dialing, talking, and holding under the query criteria |
| readyAgentsCount | int | Yes | Summarize the number of agents whose work status is ready under the query criteria. |
| busyingAgentsCount | int | Yes | Summarize the number of agents whose work status is occupied under the query criteria. |
| dialingAgentsCount | int | Yes | The number of enterprise agents whose work status is calling |
| ringAgentsCount | int | Yes | The number of enterprise agents whose work status is dialing |
| establishedAgentsCount | int | Yes | The number of enterprise agents whose work status is talking |
| heldAgentsCount | int | Yes | The number of enterprise agents whose work status is holding |
| acwAgentsCount | int | Yes | The number of enterprise agents whose work status is sorting |
| sysLockingAgentsCount | int | Yes | The number of enterprise agents whose work status is locking |
# ● Agent List
| Param | Type | Required | Description |
|---|---|---|---|
| agentUUID | String | No | Agent id |
| agentID | String | Yes | Agent work no.This field allows sorted queries. |
| agentName | String | Yes | Agent name |
| phoneType | int | Yes | Answer device 1: Web page; 2: WeChat; 3: PSTN no.; 4: Sip Phone; 5:sobotapp |
| thisDN | String | No | The extension account or phone no. bound during agent login. When phoneType=PSTN, it is the phone no., and all others are extension accounts |
| agentLoginStatus | int | No | Login status: Offline (0), online (2), occupied (2), system locked (98) |
| agentWorkStatus | int | No | Work status: Ready (1), occupied (2), sorting (4), dialing (5), ringing (6), talking (7), holding (8) |
| agentBusyReasonCode | int | No | Occupied reason |
| lastWorkStatusChangedTime | timestampMS | No | Timestamp of the latest agent work status change (ms) |
| lastLoginStatusChangedTime | timestampMS | No | Timestamp of the latest agent login status change (ms) |
| customerNumber | String | Yes | Customer number displayed by UI |
| customerPrivacyNumber | String | Yes | Customer no. encryption |
| callType | int | Yes | Call type: 2 : Inbound, 3: Outbound |
| inboundEstablishedCallsCountToday | int | Yes | The number of successful answers (not the number of calls) by the agent after the call is locked to the agent in the inbound calls today.This field allows sorted queries. |
| inboundAbandonCallsCountToday | int | Yes | Number of inbound calls missed today.This field allows sorted queries. |
| outboundCallsCountToday | int | Yes | Number of outbound calls today.This field allows sorted queries. |
| outboundEstablishedCallsCountToday | int | Yes | Number of outbound calls answered today.This field allows sorted queries. |
| clientType | String | No | Web; Android; IOS; Unknown; |
# ● Main Customer Talk List
| Param | Type | Required | Description |
|---|---|---|---|
| callID | String | Yes | Talk record is also called: main talk list; 1 talk has and only has 1 main talk list id |
| callType | int | Yes | 1. Internal talk; 2. Inbound; 3. Outbound; |
| screenNumber | String | No | Displayed phone no. Query only |
| customerNumber | String | No | Customer Phone No. Push only |
| encryptCustomerNumber | String | No | Encrypted number, depending on [Customer number masking] in the API |
| areaPrefix | String | No | Customer number's area code prefix |
| areaCode | String | No | Customer number's area code |
| areaProvince | String | No | Customer number's province |
| areaCity | String | No | Customer number's city |
| customerId | String | No | Customer ID |
| customerNick | String | No | Customer nickname. Query only |
| gatewayNumber | String | No | Relay No. |
| startTime | timestampMS | No | Call start time |
| alertTime | timestampMS | No | Customer dialing time |
| answerTime | timestampMS | No | Customer billing start time |
| bridgeTime | timestampMS | No | Customer bridging talk time |
| endTime | timestampMS | No | Customer hang-up time, including the time of satisfaction evaluation |
| alertDuration | Seconds | No | Dialing duration |
| accumAgentRingingDuration | Seconds | No | Total Agent Ringing Duration |
| accumQueuesWithoutAgentDuration | Seconds | No | Queuing Duration |
| duration | Seconds | No | End Time-Talk time |
| totalDuration | Seconds | No | Total call duration End Time-Call Time |
| callResult | int | No | Talk result: 4. Agent not found 5. Customer fast clear-down 6. Missed call of agent 7. Missed call of customer 8. Answered by both 21. Answered by Customer 22. System Unanswered |
| firstDistributedQueueId | string | No | Only when the call type of talk record is inbound. The first skill group handling a customer's call when the customer is first "answered by the agent (including non-agents)"; or the first skill group handling the customer's call when the call is "not answered by any agent (including non-agents)"and is hung up. |
| firstDistributedQueueName | string | No | The name of the first skill group handling the customer's call |
| callDistributedFirstTime | timestampMS | No | 1st queuing time |
| lastDistributedQueueId | String | No | Last queue skill group no. |
| callDistributedResult | int | No | Waiting Status in Last Queue 1. Queuing in agent answering 2. Queuing timeout 3. No agent available 4. Abandoned call in queue 5. Full queue 6. Clear down error in queue |
| callDistributedTotalDuration | long | No | Waiting time in queue |
| earlyDetectCause | String | No | Callback Ringtone |
| reasonOfNotAnswer | String | No | OTHER_RINGBACK; OUT_OF_SERVICE; DOES_NOT_EXIST; POWER_OFF; BUSY_NOW; NOT_ANSWER; LINE_INTERCEPTION; CUSTOMER_REJECTION; CUSTOMER_NUM_BLACKLIST; GATEWAY_NUM_DISABLE; ARREARS; ROUTE_UNCOMPLETE; NO_ROUTE_MATCH |
| hangupDisposition | int | No | Hang-up side: 1. Others 2. Agent side 3. Customer side |
| attachedData | String | No | Custom Data |
| recordUrl | String | No | Recording |
| satisfyStartTime | timestampMS | No | Satisfaction start time |
| satisfyEndTime | timestampMS | No | Satisfaction end time |
| satisfyResult | String | No | Satisfaction result |
| satisfyFlag | int | No | Satisfaction sending status 0. Unsent, 1. Hang-up auto sending, 2. Agent sending |
| platformId | String | No | Platform id |
| companyId | String | No | Enterprise ID |
| feeSeconds | int | No | Billing Duration (s) |
| feeMinutes | int | No | Billing duration (mins) |
| firstRouteId | String | No | 1st reception routing id |
| firstRouteName | String | No | 1st reception routing name |
| firstIVRId | String | No | 1st reception IVR flow id |
| firstIVRName | String | No | 1st reception IVR flow name |
| belongAgentUUID | String | No | Call-affiliated agent id |
| belongAgentID | String | No | Agent work no. |
| belongAgentName | String | No | Agent name |
| belongAgentDN | String | No | Agent extension |
| belongAgentPhoneType | String | No | Agent Answer Device. 1. Web page, 3. Phone no., 4.SIP phone |
| belongAgentPSTN | String | No | Call-affiliated agent talk no. |
| transferCount | int | No | Number of initiated transfer |
| consultCount | int | No | Number of inquiry answered |
| ivrTraces | Array | No | Refer to IVR Flow Track |
| groupTraces | Array | No | Refer to Skill Group Track |
| summaryId | string | No | Service summary id |
| summaryClassifyNames | String | No | Service Category |
| summaryTemplateName | String | No | Service template name |
| summaryHandleProgress | int | No | Processing Progress |
| summaryClassifyCodes | string | No | Service summary category code |
| summaryHandleProgressName | string | No | Processing progress name |
| summaryClassifyIds | string | No | Service summary service category id |
| remark | String | No | Service Summary Note |
| customerFields | String | No | Service summary custom fields |
| callerNumber | String | No | Caller no. |
| callerAgentUUID | String | No | Caller agent ID |
| callerDN | String | No | Caller extension |
| calleeNumber | String | No | Called no. |
| calleeAgentUUID | String | No | Called agent ID |
| calleeDN | String | No | Called extension |
| firstCallAgentUUID | String | No | 1st call agent's ID |
| firstCallAgentID | String | No | 1st call agent's work no. |
| firstCallAgentName | String | No | 1st call agent's name |
| summaryUpdateTime | String | No | Service summary update time |
| firstAgentUUID | String | No | 1st answer agent's ID |
| firstAgentID | String | No | 1st answer agent's work no. |
| firstAgentName | String | No | 1st answer agent's name |
| sourceType | int | No | source record type. Push only 0: Default, 1: Talk record, 2: Ticket, 3: Chat records, 4: outbound task, 5：contact plan，6：call loss，7：leave message |
| sourceId | String | No | source record id. Push only |
| sourceCode | String | No | source record code. Push only |
| sourceRecordSubId | String | No | source record sub id. Push only |
| sourceRecordSubCode | String | No | source record sub code. Push only |
| sourceRecordMainId | String | No | source record main id. Push only |
| sourceRecordMainCode | String | No | source record main code. Push only |
| firstQueueVirtualAgentID | String | No | First queue robot number |
| firstQueueVirtualAgentName | String | No | Name of the first queueing robot |
| inboundTransferedHumanAgent | boolean | No | Trans-to-Agent : true or false |
| humanAgentAnswered | boolean | No | Whether the agent has answered ： true ，false |
| firstTransferHumanAgentTime | timestampMS | No | First Trans-to-Agent Time |
| firstHumanAgentAnswerTime | timestampMS | No | First Agent Answer Time |
| waitingForHumanAnswerDuration | Seconds | No | Duration for Waiting for Agent Answer |
| virtualAgentCallDuration | Seconds | No | Bot Call Duration |
| intentClassify | String | No | Intent classification |
| intentName | String | No | Intent name |
| totalCustomerRepliesToVirtualAgentCount | int | No | Bot Chat Round Level |
| variablesCollectedDuringCall | String | No | Dynamic variables. Push only |
# ● IVR Flow Track
| Param | Type | Required | Description |
|---|---|---|---|
| nodeId | String | Yes | Node ID |
| nodeName | String | Yes | Node Name |
| nodeType | String | Yes | Node type playback: play audio, press_key: press key, to_queue: transfer to skill group, to_agent: transfer to agent, time_picker: time judgement, hang_up: hang up, capture_key: receiving number, curl: data request, branch_picker: branch, to_pstn: transfer to external line, to_bot：transfer to bot |
| ivrId | String | No | IVR flow id |
| ivrName | String | No | IVR flow name |
| toId | String | No | Node exit branch id |
| toName | String | No | Node exit branch name |
| fromType | int | No | Source type 12: Designate from routing to IVR flow; 13: superior IVR node direction |
| fromId | String | No | Source object id |
| fromCode | String | No | Source object code |
| fromName | String | No | Source object name |
| startTime | timestampMS | No | Entry time |
| endTime | timestampMS | No | Exit time |
# ● Skill Group Track
| Param | Type | Required | Description |
|---|---|---|---|
| groupCode | String | Yes | Skill group no. |
| groupName | String | Yes | Skill Group Name |
| leaveCause | int | No | Reason for exit. 1. Queuing in agent answering 2. Queuing timeout 3. No agent available 4. Abandoned call in queue 5. Full queue 6. Clear down error in queue |
| fromType | int | No | Source type 2: Agent directly transfers customer to skill group; 12: Inbound routing goes to designated skill group; 13: IVR node of skill group transfer designates skill group; 16: Bot goes to designated skill group |
| fromId | String | No | Source object ID |
| fromCode | String | No | Source object code |
| fromName | String | No | Source object name |
| startTime | timestampMS | No | Entry time |
| endTime | timestampMS | No | Exit time |
# ● Sub Agent Talk List
| Param | Type | Required | Description |
|---|---|---|---|
| callID | String | Yes | Talk record is also called: main talk list; 1 talk has and only has 1 main talk list id |
| partyId | String | Yes | Agent talk details is also called: sub talk list; 1 talk can have multiple sub talk list id |
| dialType | int | Yes | Call type: 1. Call 2. Transfer 3. Inquiry 4. Monitor 5. Take away 6. Interrupt |
| agentRole | int | Yes | Agent type: 2. Agent, 4. 3rd-party no., 5. Virtual agent |
| phoneType | int | Yes | Answer Device: 1. Web page, 3. Phone no., 4.SIP phone |
| callResult | int | Yes | Call Result: 1. Call failed, 2. Agent missed, 3. Agent answered |
| hangupDisposition | int | Yes | Trigger reason for agent call ended; 2: Agent, 1: Others |
| companyId | String | Yes | Enterprise ID |
| belongAgentFlag | boolean | Yes | 1 talk has and only has 1 agent. It is usually the last talk-exit agent. true: Affiliated agent; false: Non-affiliated agent. |
| agentUUID | String | No | Billing agent ID; blank when agent type = 3rd-party no. |
| agentID | String | No | Billing agent work no. |
| agentName | String | No | Billing agent name |
| agentDN | String | No | Billing agent extension account |
| DNIS | String | No | Not blank when agent type = agent and answer device = phone no.; not blank when agent type = 3rd-party no. |
| gatewayNumber | String | No | Caller no. when system calls the agent phone no. |
| startTime | timestampMS | No | Start time of agent call initiation |
| alertTime | timestampMS | No | Dialing start time on the agent side |
| answerTime | timestampMS | No | Billing start time on the agent side |
| bridgeTime | timestampMS | No | Bridging talk time, the start time of a talk (with a user or another agent) joined on the agent side |
| endTime | timestampMS | No | Hang-up time on the agent side |
| duration | Seconds | No | Bridging talk duration on the agent side = end time - talk time |
| fromQueueID | String | No | Skill group ID locking the agent |
| fromQueueName | String | No | Skill group name locking the agent |
| feeSeconds | Seconds | No | Billing duration (s): End time - answering time |
| feeMinutes | Minutes | No | Billing duration (min): End time - answering time |
| platformId | String | No | Enterprise ID |
| earlyDetectCause | String | No | Ring-back tone when calling the agent phone no. |
| totalDuration | int | No | Duration of call |
| customerRepliesToVirtualAgentCount | int | No | Bot Chat Round Level |
# ● Error Code List
| Error code | Error Reason | Note description |
|---|---|---|
| 3001 | AgentIsInBargedInScene | Agent already in interrupting |
| 3002 | AgentIsInMonitorScene | Agent already in monitoring |
| 3003 | AgentIsInInterceptScene | Agent already in breakdown |
| 3004 | AgentIsInConsultScene | Agent already in inquiry |
| 3005 | AgentIsInConferenceScene | Agent already in meeting |
| 3101 | AgentIsInDailingScene | Agent in call |
| 3102 | AgentIsInDailingScene | Agent in ringing |
# ● Indicator List
| Indicator name | Indicator meaning | Indicator type | Note description |
|---|---|---|---|
| Inbound | inbound_calls | Counter | |
| System Missed | inbound_no_answered_calls | Counter | |
| System Answer | inbound_answered_calls | Counter | |
| Routing Skill Groups | inbound_route_to_queue_calls | Counter | |
| Routing Agents | inbound_route_to_agent_calls | Counter | |
| Routing 3rd-Party Numbers | inbound_route_to_thirdPSTN_calls | Counter | |
| Routing Outbound Agent Memories | inbound_route_to_agentMemory_calls | Counter | |
| Routing IVR Calls | inbound_toIVR_calls | Counter | |
| Trans-to-Agent | inbound_toAgent_calls | Counter | |
| Inbound Skill Group | inbound_toQueue_calls | Counter | |
| Answer in Queue | inbound_queue_after_agentAnswer_calls | Counter | |
| Calls to Agent | inbound_offer_agent_calls | Counter | |
| Dialing | inbound_agent_ring_calls | Counter | |
| Answered | inbound_agent_answered_calls | Counter | |
| No. of calls first answered by non-agent | inbound_notHumanAgent_answered_calls | Counter | |
| No. of calls first answered by agent | inbound_humanAgent_answered_calls | Counter | |
| Agent answer | inbound_humanAgent_bridge_calls | Counter | |
| Abandoned call after system answer | inbound_answered_after_loss_calls | Counter | |
| Non-IVR Routing | inbound_route_noIVR_calls | Counter | |
| Failed Routing | inbound_route_none_calls | Counter | |
| IVR Abandoned | inbound_ivr_abandon_calls | Counter | |
| Unavailable Agent in Queue | inbound_queue_noAgent_calls | Counter | |
| Full Queue Lost | inbound_queue_execeedMax_calls | Counter | |
| Lost call due to no available agent in the queue (agent not locked) | inbound_queue_noAgent_unlocked_calls | Counter | |
| Lost call due to abnormal hang-up in queue (agent not locked) | inbound_queue_system_unlocked_calls | Counter | |
| Lost call due to queue being full (agent not locked) | inbound_queueFull_unlocked_calls | Counter | |
| Abandoned call in queue (agent not locked) | inbound_queue_loss_unlocked_calls | Counter | |
| Lost call due to timeout in queue (agent not locked) | inbound_queue_timeout_unlocked_calls | Counter | |
| Abnormal Hangup in Queue | inbound_queue_system_calls | Counter | |
| Abandoned Call in Queue | inbound_queue_loss_calls | Counter | |
| Queue Timeout | inbound_queue_timeout_calls | Counter | |
| Failure to Agent | inbound_agentOriginateFail_calls | Counter | |
| Customer Fast Clear Down | inbound_agentQuickHangup_calls | Counter | |
| Missed Dialing Calls | inbound_agentNoAnswer_calls | Counter | |
| Trans-to-agent call loss | inbound_toAgentLoss_calls | Counter | |
| Trans-to-agent call loss % | inbound_toAgentLoss_ratio | Count | |
| Queue Answer % | inbound_queue_afterAnswer_ratio | Count | |
| Xs Queue Answer | inbound_queue_afterAnswerXs_calls | Counter | |
| Xs Queue Answer % | inbound_queue_afterAnswerXs_ratio | Count | |
| Xs Talk | inbound_agentTalkXs_calls | Counter | |
| Xs Talk % | inbound_agentTalkXs_ratio | Count | |
| Xs Dialing Answer | inbound_agentAnswerXs_calls | Counter | |
| Xs Dialing Answer | inbound_agentAnswerXs_ratio | Count | |
| Dialing Answer % | inbound_agentAnswer_ratio | Count | |
| Trans-to-Agent Answering% | inbound_toAgent_ratio | Count | |
| Repeated Resolutions | inbound_agentRepeat_calls | Counter | |
| FCR % | inbound_agentFCR_ratio | Count | |
| Repeated calls | inbound_repeat_calls | Counter | |
| Repeated call % | inbound_repeat_ratio | Count | |
| Avg. Answer Speed | inbound_agentAnswer_average_duration | Duration | |
| Talk Duration | inbound_agentTalk_duration | Duration | |
| ATT | inbound_agentTalk_average_duration | Duration | |
| Call Time | inbound_calls_duration | Duration | |
| ACT | inbound_calls_average_duration | Duration | |
| Total sorting duration | inbound_agent_ACW_duration | Duration | |
| Avg. sorting duration | inbound_agent_ACW_average_duration | Duration | |
| Total handling duration | inbound_agent_AHT_average_duration | Duration | |
| AHT | inbound_agent_AHT_average_duration | Duration | |
| Avg. Wait Time in Queue | inbound_queue_average_duration | Duration | |
| Avg. Wait Time for Answer | inbound_queue_after_agentAnswer_duration | Duration | |
| Total wait time for answer in the queue | inbound_queue_waiting_average_duration | Duration | |
| Avg. Wait Time for Answer in the Queue | inbound_queue_agentAnswer_average_duration | Duration | |
| Avg. Wait Time for Abandoned | inbound_queue_loss_average_duration | Duration | |
| Evaluation Invitation | inbound_satisfaction_calls | Counter | |
| Evaluated | inbound_satisfaction_success_calls | Counter | |
| Unevaluated | inbound_satisfaction_failure_calls | Counter | |
| Evaluation % | inbound_satisfaction_success_ratio | Count | |
| Correct Evaluation | inbound_satisfaction_q1_valid_calls | Counter | |
| Correct Evaluation % | inbound_satisfaction_q1_valid_ratio | Count | |
| Key[ 1-9 ] Evaluated | inbound_satisfaction_q1_key_[1-9]_calls | Counter | |
| Key[ 1-9 ] Valid Evaluation % | inbound_satisfaction_q1_key_[1-9]_ratio | Count | |
| Key[ 1-9 ] Key [1-9] Evaluation % | inbound_satisfaction_key_[1-9]_ratio | Count | |
| Outbound No. | outbound_calls | Counter | |
| Outbound Phone Nos. | outbound_customer_numbers | Counter | |
| Missed | outbound_customer_noAnswer_calls | Counter | |
| Answered | outbound_customer_answer_calls | Counter | |
| Phone No. Answer | outbound_answer_gateway_numbers | Counter | |
| Answer % | outbound_answer_ratio | Count | |
| No. Answering % | outbound_gateway_numbers_ratio | Count | |
| Xs Talk | outbound_agentTalkXs_ratio | Count | |
| Xs Talk % | outbound_agentTalkXs_calls | Counter | |
| Call Time | outbound_calls_duration | Duration | |
| Talk Duration | outbound_calls_talk_duration | Duration | |
| ATT | outbound_calls_average_duration | Duration | |
| Xs Talk Duration | outbound_effective_inXs_sum_duration | Duration | |
| Xs ATT | outbound_effective_inXs_average_duration | Duration | |
| ACT | outbound_calls_average_duration | Duration | |
| Xs Talk % | outbound_agentTalkXs_ratio | Count | |
| Evaluation Invitation | outbound_satisfaction_calls | Counter | |
| Evaluated | outbound_satisfaction_success_calls | Counter | |
| Unevaluated | outbound_satisfaction_failure_calls | Counter | |
| Evaluation % | outbound_satisfaction_success_ratio | Count | |
| Correct Evaluation | outbound_satisfaction_q1_valid_calls | Counter | |
| Correct Evaluation % | outbound_satisfaction_q1_valid_ratio | Count | |
| Key[ 1-9 ] Evaluated | outbound_satisfaction_q1_key_[1-9]_calls | Counter | |
| Key[ 1-9 ] Valid Evaluation % | outbound_satisfaction_q1_key_[1-9]_ratio | Count | |
| Key[ 1-9 ] Key [1-9] Evaluation % | outbound_satisfaction_key_[1-9]_ratio | Count |
# ● Agent Indicator List
| Indicator name | Indicator meaning | Indicator type | Note description |
|---|---|---|---|
| Calling Agent | inbound_agent_partits | Counter | |
| Answered Call of Agent | inbound_agent_answer_partits | Counter | |
| Missed Inbound Calls | inbound_agent_unAnswer_partits | Counter | |
| Direct Calls | inbound_agent_ringing_partits | Counter | |
| Direct Answered | inbound_agent_ringingAnswer_partits | Counter | |
| Dialing Inbound Calls | inbound_agent_dialing_partits | Counter | |
| Missed Direct Calls | inbound_agent_ringingUnAnswer_partits | Counter | |
| Trans-to-Agent | inbound_agent_transferBy_partits | Counter | |
| Trans-to-Agent Answer | inbound_agent_transferByAnswer_partits | Counter | |
| Trans-to-Agent Missed | inbound_agent_transferByUnAnswer_partits | Counter | |
| Agent Inquiry Calls | inbound_agent_consultBy_partits | Counter | |
| Answered Inquiry Calls | inbound_agent_consultByAnswer_partits | Counter | |
| Missed Inquiry Calls | inbound_agent_consultByUnAnswer_partits | Counter | |
| Agent Answer | inbound_agent_callByAnswer_partits | Counter | |
| Customer Fast Clear Down | inbound_agent_ringingQuickHangup_partits | Counter | |
| 10s Talk | inbound_agent_effectiveTalkIn10s_partits | Counter | |
| 20s Talk | inbound_agent_effectiveTalkIn20s_partits | Counter | |
| 30s Talk | inbound_agent_effectiveTalkIn30s_partits | Counter | |
| 40s Talk | inbound_agent_effectiveTalkIn40s_partits | Counter | |
| 50s Talk | inbound_agent_effectiveTalkIn50s_partits | Counter | |
| 60s Talk | inbound_agent_effectiveTalkIn60s_partits | Counter | |
| 10s Talk % | inbound_agent_effectiveTalkIn10s_radio | Count | |
| 20s Talk % | inbound_agent_effectiveTalkIn20s_radio | Count | |
| 30s Talk % | inbound_agent_effectiveTalkIn30s_radio | Count | |
| 40s Talk % | inbound_agent_effectiveTalkIn40s_radio | Count | |
| 50s Talk % | inbound_agent_effectiveTalkIn50s_radio | Count | |
| 60s Talk % | inbound_agent_effectiveTalkIn60s_radio | Count | |
| Dialing Inbound Answer % | inbound_agent_ringing_radio | Count | |
| 10s Dialing Answer | inbound_agent_ringingIn10s_partits | Counter | |
| 15s Dialing Answer | inbound_agent_ringingIn15s_partits | Counter | |
| 20s Dialing Answer | inbound_agent_ringingIn20s_partits | Counter | |
| 25s Dialing Answer | inbound_agent_ringingIn25s_partits | Counter | |
| 30s Dialing Answer | inbound_agent_ringingIn30s_partits | Counter | |
| 10s Dialing Call Answer % | inbound_agent_ringingIn10s_talk_radio | Count | |
| 15s Dialing Call Answer % | inbound_agent_ringingIn15s_talk_radio | Count | |
| 20s Dialing Call Answer % | inbound_agent_ringingIn20s_talk_radio | Count | |
| 25s Dialing Call Answer % | inbound_agent_ringingIn25s_talk_radio | Count | |
| 30s Dialing Call Answer % | inbound_agent_ringingIn30s_talk_radio | Count | |
| Repeated Resolutions | inbound_agent_repeat_calls | Counter | |
| FCR % | inbound_agent_FCR_radio | Count | |
| Avg. Answer Speed | inbound_agentAnswer_average_duration | Duration | |
| Talk Duration | inbound_agentTalk_duration | Duration | |
| ATT | inbound_agentTalk_average_duration | Duration | |
| Sorting duration | inbound_agent_ACW_duration | Duration | |
| Avg. sorting duration | inbound_agent_ACW_average_duration | Duration | |
| Processing duration | inbound_agent_AHT_duration | Duration | |
| AHT | inbound_agent_AHT_average_duration | Duration | |
| Evaluation Invitation | inbound_satisfaction_calls | Counter | |
| Evaluated | inbound_satisfaction_success_calls | Counter | |
| Inbound call invitation % | inbound_satisfaction_ratio | Count | |
| Inbound call feedback % | inbound_satisfaction_participate_ratio | Count | |
| Unevaluated | inbound_satisfaction_failure_calls | Counter | |
| Evaluation % | inbound_satisfaction_success_ratio | Count | |
| Correct Evaluation | inbound_satisfaction_q1_valid_calls | Counter | |
| Correct Evaluation % | inbound_satisfaction_q1_valid_ratio | Count | |
| Key 1 Evaluation | inbound_satisfaction_q1_key_1_calls | Counter | |
| Key 2 Evaluation | inbound_satisfaction_q1_key_2_calls | Counter | |
| Key 3 Evaluation | inbound_satisfaction_q1_key_3_calls | Counter | |
| Key 4 Evaluation | inbound_satisfaction_q1_key_4_calls | Counter | |
| Key 5 Evaluation | inbound_satisfaction_q1_key_5_calls | Counter | |
| Key 6 Evaluation | inbound_satisfaction_q1_key_6_calls | Counter | |
| Key 7 Evaluation | inbound_satisfaction_q1_key_7_calls | Counter | |
| Key 8 Evaluation | inbound_satisfaction_q1_key_8_calls | Counter | |
| Key 9 Evaluation | inbound_satisfaction_q1_key_9_calls | Counter | |
| Key 1 Evaluation % | inbound_satisfaction_q1_key_1_ratio | Count | |
| Key 2 Evaluation % | inbound_satisfaction_q1_key_2_ratio | Count | |
| Key 3 Evaluation % | inbound_satisfaction_q1_key_3_ratio | Count | |
| Key 4 Evaluation % | inbound_satisfaction_q1_key_4_ratio | Count | |
| Key 5 Evaluation % | inbound_satisfaction_q1_key_5_ratio | Count | |
| Key 6 Evaluation % | inbound_satisfaction_q1_key_6_ratio | Count | |
| Key 7 Evaluation % | inbound_satisfaction_q1_key_7_ratio | Count | |
| Key 8 Evaluation % | inbound_satisfaction_q1_key_8_ratio | Count | |
| Key 9 Evaluation % | inbound_satisfaction_q1_key_9_ratio | Count | |
| Inbound Call Keys 1+2 Evaluation | inbound_satisfaction_q1_key_1_2_calls | Counter | |
| Inbound Call Keys 4+5 Evaluation | inbound_satisfaction_q1_key_4_5_calls | Counter | |
| Inbound Call Keys 1+2 Evaluation % | inbound_satisfaction_q1_key_1_2_ratio | Count | |
| Inbound Call Keys 4+5 Evaluation % | inbound_satisfaction_q1_key_4_5_ratio | Count | |
| Key 1 Valid Evaluation % | inbound_satisfaction_q1_key_1_valid_ratio | Count | |
| Key 2 Valid Evaluation % | inbound_satisfaction_q1_key_2_valid_ratio | Count | |
| Key 3 Valid Evaluation % | inbound_satisfaction_q1_key_3_valid_ratio | Count | |
| Key 4 Valid Evaluation % | inbound_satisfaction_q1_key_4_valid_ratio | Count | |
| Key 5 Valid Evaluation % | inbound_satisfaction_q1_key_5_valid_ratio | Count | |
| Key 6 Valid Evaluation % | inbound_satisfaction_q1_key_6_valid_ratio | Count | |
| Key 7 Valid Evaluation % | inbound_satisfaction_q1_key_7_valid_ratio | Count | |
| Key 8 Valid Evaluation % | inbound_satisfaction_q1_key_8_valid_ratio | Count | |
| Key 9 Valid Evaluation % | inbound_satisfaction_q1_key_9_valid_ratio | Count | |
| Inbound Call Keys 1+2 Valid Evaluation % | inbound_satisfaction_q1_key_1_2_valid_ratio | Count | |
| Inbound Call Keys 4+5 Valid Evaluation % | inbound_satisfaction_q1_key_4_5_valid_ratio | Count | |
| Outbound Call | outbound_calls | Counter | |
| Missed | outbound_customer_noAnswer_calls | Counter | |
| Answer Times | outbound_customer_answer_calls | Counter | |
| Answered Outbound Call% | outbound_answer_ratio | Count | |
| 10s Talk | outbound_agent_effectiveTalkIn10s_partits | Counter | |
| 15s Talk | outbound_agent_effectiveTalkIn15s_partits | Counter | |
| 20s Talk | outbound_agent_effectiveTalkIn20s_partits | Counter | |
| 30s Talk | outbound_agent_effectiveTalkIn30s_partits | Counter | |
| 40s Talk | outbound_agent_effectiveTalkIn40s_partits | Counter | |
| 50s Talk | outbound_agent_effectiveTalkIn50s_partits | Counter | |
| 60s Talk | outbound_agent_effectiveTalkIn60s_partits | Counter | |
| 10s Talk % | outbound_agent_effectiveTalkIn10s_radio | Count | |
| 15s Talk % | outbound_agent_effectiveTalkIn15s_radio | Count | |
| 20s Talk % | outbound_agent_effectiveTalkIn20s_radio | Count | |
| 30s Talk % | outbound_agent_effectiveTalkIn30s_radio | Count | |
| 40s Talk % | outbound_agent_effectiveTalkIn40s_radio | Count | |
| 50s Talk % | outbound_agent_effectiveTalkIn50s_radio | Count | |
| 60s Talk % | outbound_agent_effectiveTalkIn60s_radio | Count | |
| Call Time | outbound_calls_duration | Duration | |
| Talk Duration | outbound_calls_talk_duration | Duration | |
| ATT | outbound_calls_average_duration | Duration | |
| 10s Talk Time | outbound_effective_in10s_sum_duration | Duration | |
| 15s Talk Time | outbound_effective_in15s_sum_duration | Duration | |
| 20s Talk Time | outbound_effective_in20s_sum_duration | Duration | |
| 30s Talk Time | outbound_effective_in30s_sum_duration | Duration | |
| 40s Talk Time | outbound_effective_in40s_sum_duration | Duration | |
| 50s Talk Time | outbound_effective_in50s_sum_duration | Duration | |
| 60s Talk Time | outbound_effective_in60s_sum_duration | Duration | |
| 10s ATT | outbound_effective_in10s_average_duration | Duration | |
| 15s ATT | outbound_effective_in15s_average_duration | Duration | |
| 20s ATT | outbound_effective_in20s_average_duration | Duration | |
| 30s ATT | outbound_effective_in30s_average_duration | Duration | |
| 40s ATT | outbound_effective_in40s_average_duration | Duration | |
| 50s ATT | outbound_effective_in50s_average_duration | Duration | |
| 60s ATT | outbound_effective_in60s_average_duration | Duration | |
| Evaluation Invitation | outbound_satisfaction_calls | Counter | |
| Evaluated | outbound_satisfaction_success_calls | Counter | |
| Unevaluated | outbound_satisfaction_failure_calls | Counter | |
| Evaluation % | outbound_satisfaction_success_ratio | Count | |
| Outbound call invitation % | outbound_satisfaction_ratio | Count | |
| Outbound call feedback % | outbound_satisfaction_participate_ratio | Count | |
| Correct Evaluation | outbound_satisfaction_q1_valid_calls | Counter | |
| Correct Evaluation % | outbound_satisfaction_q1_valid_ratio | Count | |
| Key 1 Evaluation | outbound_satisfaction_q1_key_1_calls | Counter | |
| Key 2 Evaluation | outbound_satisfaction_q1_key_2_calls | Counter | |
| Key 3 Evaluation | outbound_satisfaction_q1_key_3_calls | Counter | |
| Key 4 Evaluation | outbound_satisfaction_q1_key_4_calls | Counter | |
| Key 5 Evaluation | outbound_satisfaction_q1_key_5_calls | Counter | |
| Key 6 Evaluation | outbound_satisfaction_q1_key_6_calls | Counter | |
| Key 7 Evaluation | outbound_satisfaction_q1_key_7_calls | Counter | |
| Key 8 Evaluation | outbound_satisfaction_q1_key_8_calls | Counter | |
| Key 9 Evaluation | outbound_satisfaction_q1_key_9_calls | Counter | |
| Key 1 Evaluation % | outbound_satisfaction_q1_key_1_ratio | Count | |
| Key 2 Evaluation % | outbound_satisfaction_q1_key_2_ratio | Count | |
| Key 3 Evaluation % | outbound_satisfaction_q1_key_3_ratio | Count | |
| Key 4 Evaluation % | outbound_satisfaction_q1_key_4_ratio | Count | |
| Key 5 Evaluation % | outbound_satisfaction_q1_key_5_ratio | Count | |
| Key 6 Evaluation % | outbound_satisfaction_q1_key_6_ratio | Count | |
| Key 7 Evaluation % | outbound_satisfaction_q1_key_7_ratio | Count | |
| Key 8 Evaluation % | outbound_satisfaction_q1_key_8_ratio | Count | |
| Key 9 Evaluation % | outbound_satisfaction_q1_key_9_ratio | Count | |
| Outbound Call Keys 1+2 Evaluation | outbound_satisfaction_q1_key_1_2_calls | Counter | |
| Outbound Call Keys 4+5 Evaluation | outbound_satisfaction_q1_key_4_5_calls | Counter | |
| Outbound Call Keys 1+2 Evaluation % | outbound_satisfaction_q1_key_1_2_ratio | Count | |
| Outbound Call Keys 4+5 Evaluation % | outbound_satisfaction_q1_key_4_5_ratio | Count | |
| Key 1 Valid Evaluation % | outbound_satisfaction_q1_key_1_valid_ratio | Count | |
| Key 2 Valid Evaluation % | outbound_satisfaction_q1_key_2_valid_ratio | Count | |
| Key 3 Valid Evaluation % | outbound_satisfaction_q1_key_3_valid_ratio | Count | |
| Key 4 Valid Evaluation % | outbound_satisfaction_q1_key_4_valid_ratio | Count | |
| Key 5 Valid Evaluation % | outbound_satisfaction_q1_key_5_valid_ratio | Count | |
| Key 6 Valid Evaluation % | outbound_satisfaction_q1_key_6_valid_ratio | Count | |
| Key 7 Valid Evaluation % | outbound_satisfaction_q1_key_7_valid_ratio | Count | |
| Key 8 Valid Evaluation % | outbound_satisfaction_q1_key_8_valid_ratio | Count | |
| Key 9 Valid Evaluation % | outbound_satisfaction_q1_key_9_valid_ratio | Count | |
| Outbound Call Keys 1+2 Valid Evaluation % | outbound_satisfaction_q1_key_1_2_valid_ratio | Count | |
| Outbound Call Keys 1+2 Valid Evaluation % | outbound_satisfaction_q1_key_4_5_valid_ratio | Count | |
| Total Login Duration | agent_login_sum_duration | Duration | |
| Online Duration | agent_online_sum_duration | Duration | |
| System Locked Duration | agent_syslock_sum_duration | Duration | |
| Donot Disturb&In-Rest Duration | agent_busy_sum_duration | Duration | |
| Donot Disturb Duration | agent_DND_sum_duration | Duration | |
| All In-Rest Duration | agent_rest_sum_duration | Duration | |
| In-Rest 11 Duration | agent_rest11_sum_duration | Duration | |
| In-Rest 12 Duration | agent_rest12_sum_duration | Duration | |
| In-Rest 13 Duration | agent_rest13_sum_duration | Duration | |
| In-Rest 14 Duration | agent_rest14_sum_duration | Duration | |
| In-Rest 15 Duration | agent_rest15_sum_duration | Duration | |
| In-Rest 16 Duration | agent_rest16_sum_duration | Duration | |
| In-Rest 17 Duration | agent_rest17_sum_duration | Duration | |
| In-Rest 18 Duration | agent_rest18_sum_duration | Duration | |
| Ready Duration | agent_readying_sum_duration | Duration | |
| Occupied Duration | agent_busying_sum_duration | Duration | |
| Sorting Duration | agent_acwing_sum_duration | Duration | |
| All Oncall Duration | agent_calling_sum_duration | Duration | |
| Calling Duration | agent_dialing_sum_duration | Duration | |
| Ringing Duration | agent_ringing_sum_duration | Duration | |
| Talking Duration | agent_talking_sum_duration | Duration | |
| DND - Occupied Duration | agent_DND_busy_duration | Duration | |
| Total Break Duration - Occupied Duratio | agent_rest_busy_sum_duration | Duration | |
| Break 11 - Occupied Duration | agent_rest11_busy_sum_duration | Duration | |
| Break 12 - Occupied Duration | agent_rest12_busy_sum_duration | Duration | |
| Break 13 - Occupied Duration | agent_rest13_busy_sum_duration | Duration | |
| Break 14 - Occupied Duration | agent_rest14_busy_sum_duration | Duration | |
| Break 15 - Occupied Duration | agent_rest15_busy_sum_duration | Duration | |
| Break 16 - Occupied Duration | agent_rest16_busy_sum_duration | Duration | |
| Break 17 - Occupied Duration | agent_rest17_busy_sum_duration | Duration | |
| Break 18 - Occupied Duration | agent_rest18_busy_sum_duration | Duration | |
| Holding Duration | agent_helding_sum_duration | Duration | |
| 1st Login Time | agentFirstLogin_timestamp | Duration | |
| 1st Available Time | agentFirstOnline_timestamp | Duration | |
| Last Logout Time | agentLastLogout_timestamp | Duration | |
| Online Duration % | agentOnline_percent | Count | |
| Donot Disturb&In-Rest Duration % | agentBusy_percent | Count | |
| Donot Disturb Duration % | agentDND_percent | Count | |
| All In-Rest Duration % | agentRest_percent | Count | |
| Ready Duration % | workReady_percent | Count | |
| Occupied Duration % | workBusy_percent | Count | |
| All Oncall Duration % | workinCall_percent | Count | |
| Sorting Duration % | workACW_percent | Count | |
| Work Hold Time A | workReasonCodeA_sum_duration | Duration | |
| Work Hold Time B | workReasonCodeB_sum_duration | Duration | |
| Work % A | workReasonCodeA_percent | Count | |
| Work % B | workReasonCodeB_percent | Count | |
| DND - Occupied Duration % | agent_DND_busy_sum_duration_radio | Count | |
| Total Break Duration - Occupied Duration % | agent_rest_busy_sum_duration_redio | Count |
# ● Department Indicator List
| Indicator name | Indicator meaning | Indicator type | Note description |
|---|---|---|---|
| Calling Agent | inbound_agent_partits | Counter | |
| Answered Call of Agent | inbound_agent_answer_partits | Counter | |
| Missed Inbound Calls | inbound_agent_unAnswer_partits | Counter | |
| Direct Calls | inbound_agent_ringing_partits | Counter | |
| Direct Answered | inbound_agent_ringingAnswer_partits | Counter | |
| Dialing Inbound Calls | inbound_agent_dialing_partits | Counter | |
| Missed Direct Calls | inbound_agent_ringingUnAnswer_partits | Counter | |
| Trans-to-Agent | inbound_agent_transferBy_partits | Counter | |
| Trans-to-Agent Answer | inbound_agent_transferByAnswer_partits | Counter | |
| Trans-to-Agent Missed | inbound_agent_transferByUnAnswer_partits | Counter | |
| Agent Inquiry Calls | inbound_agent_consultBy_partits | Counter | |
| Answered Inquiry Calls | inbound_agent_consultByAnswer_partits | Counter | |
| Missed Inquiry Calls | inbound_agent_consultByUnAnswer_partits | Counter | |
| Customer Fast Clear Down | inbound_agent_ringingQuickHangup_partits | Counter | |
| 10s Talk | inbound_agent_effectiveTalkIn10s_partits | Counter | |
| 20s Talk | inbound_agent_effectiveTalkIn20s_partits | Counter | |
| 30s Talk | inbound_agent_effectiveTalkIn30s_partits | Counter | |
| 40s Talk | inbound_agent_effectiveTalkIn40s_partits | Counter | |
| 50s Talk | inbound_agent_effectiveTalkIn50s_partits | Counter | |
| 60s Talk | inbound_agent_effectiveTalkIn60s_partits | Counter | |
| 10s Talk % | inbound_agent_effectiveTalkIn10s_radio | Count | |
| 20s Talk % | inbound_agent_effectiveTalkIn20s_radio | Count | |
| 30s Talk % | inbound_agent_effectiveTalkIn30s_radio | Count | |
| 40s Talk % | inbound_agent_effectiveTalkIn40s_radio | Count | |
| 50s Talk % | inbound_agent_effectiveTalkIn50s_radio | Count | |
| 60s Talk % | inbound_agent_effectiveTalkIn60s_radio | Count | |
| Dialing Inbound Answer % | inbound_agent_ringing_radio | Count | |
| 10s Dialing Answer | inbound_agent_ringingIn10s_partits | Counter | |
| 15s Dialing Answer | inbound_agent_ringingIn15s_partits | Counter | |
| 20s Dialing Answer | inbound_agent_ringingIn20s_partits | Counter | |
| 25s Dialing Answer | inbound_agent_ringingIn25s_partits | Counter | |
| 30s Dialing Answer | inbound_agent_ringingIn30s_partits | Counter | |
| 10s Dialing Call Answer % | inbound_agent_ringingIn10s_talk_radio | Count | |
| 15s Dialing Call Answer % | inbound_agent_ringingIn15s_talk_radio | Count | |
| 20s Dialing Call Answer % | inbound_agent_ringingIn20s_talk_radio | Count | |
| 25s Dialing Call Answer % | inbound_agent_ringingIn25s_talk_radio | Count | |
| 30s Dialing Call Answer % | inbound_agent_ringingIn30s_talk_radio | Count | |
| Avg. Answer Speed | inbound_agentAnswer_average_duration | Duration | |
| Talk Duration | inbound_agentTalk_duration | Duration | |
| ATT | inbound_agentTalk_average_duration | Duration | |
| Sorting duration | inbound_agent_ACW_duration | Duration | |
| Avg. sorting duration | inbound_agent_ACW_average_duration | Duration | |
| Processing duration | inbound_agent_AHT_duration | Duration | |
| AHT | inbound_agent_AHT_average_duration | Duration | |
| Outbound Call | outbound_calls | Counter | |
| Missed | outbound_customer_noAnswer_calls | Counter | |
| Answer Times | outbound_customer_answer_calls | Counter | |
| Answered Outbound Call% | outbound_answer_ratio | Count | |
| 10s Talk | outbound_agent_effectiveTalkIn10s_partits | Counter | |
| 20s Talk | outbound_agent_effectiveTalkIn20s_partits | Counter | |
| 30s Talk | outbound_agent_effectiveTalkIn30s_partits | Counter | |
| 40s Talk | outbound_agent_effectiveTalkIn40s_partits | Counter | |
| 50s Talk | outbound_agent_effectiveTalkIn50s_partits | Counter | |
| 60s Talk | outbound_agent_effectiveTalkIn60s_partits | Counter | |
| 10s Talk % | outbound_agent_effectiveTalkIn10s_radio | Count | |
| 20s Talk % | outbound_agent_effectiveTalkIn20s_radio | Count | |
| 30s Talk % | outbound_agent_effectiveTalkIn30s_radio | Count | |
| 40s Talk % | outbound_agent_effectiveTalkIn40s_radio | Count | |
| 50s Talk % | outbound_agent_effectiveTalkIn50s_radio | Count | |
| 60s Talk % | outbound_agent_effectiveTalkIn60s_radio | Count | |
| Call Time | outbound_calls_duration | Duration | |
| Talk Duration | outbound_calls_talk_duration | Duration | |
| ATT | outbound_calls_average_duration | Duration | |
| 10s Talk Time | outbound_effective_in10s_sum_duration | Duration | |
| 20s Talk Time | outbound_effective_in20s_sum_duration | Duration | |
| 30s Talk Time | outbound_effective_in30s_sum_duration | Duration | |
| 40s Talk Time | outbound_effective_in40s_sum_duration | Duration | |
| 50s Talk Time | outbound_effective_in50s_sum_duration | Duration | |
| 60s Talk Time | outbound_effective_in60s_sum_duration | Duration | |
| 10s ATT | outbound_effective_in10s_average_duration | Duration | |
| 20s ATT | outbound_effective_in20s_average_duration | Duration | |
| 30s ATT | outbound_effective_in30s_average_duration | Duration | |
| 40s ATT | outbound_effective_in40s_average_duration | Duration | |
| 50s ATT | outbound_effective_in50s_average_duration | Duration | |
| 60s ATT | outbound_effective_in60s_average_duration | Duration |
# ● ivrTrace Indicator List
| Indicator name | Indicator meaning | Indicator type | Note description |
|---|---|---|---|
| Inflow Calls | inflow_call_count | Counter | |
| Inflow Calls % | inflow_rate | Count | |
| Total Inflow Calls | inflow_total_times | Counter | |
| Repeated Inflow Calls | inflow_repeat_count | Counter | |
| Customer hang up calls (no agent assignment) | abandon_before_agent_loss_count | Counter | |
| Customer hang up calls (agent assignment and fast clear down) | client_quickHangup_loss_count | Counter | |
| Customer hang up calls (agent assignment and not fast clear down) | client_NonQuickHangup_loss_count | Counter | |
| Lost calls due to other reasons | other_loss_count | Count | |
| Lost Calls | loss_sum_count | Counter | |
| Lost Calls % | loss_rate | Count | |
| No. of answered calls | agent_answer_count | Counter | |
| Answered calls % | agent_answer_rate | Count | |
| Branch Outflow | branch_flowout_times | Counter | |
| Avg. Staying Time | average_remain_duration | Count |
# ● Service Summary Indicator List
| Indicator name | Indicator meaning | Indicator type | Note description |
|---|---|---|---|
| Inbound | inbound_count | Counter | |
| Inbound % | inbound_ratio | Count | |
| No. of inbound calls(Processing progress 1) | in_progress1_count | Counter | No. of calls with processing progress code 1 in the inbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of inbound calls(Processing progress 2) | in_progress2_count | Counter | No. of calls with processing progress code 2 in the inbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of inbound calls(Processing progress 3) | in_progress3_count | Counter | No. of calls with processing progress code 3 in the inbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of inbound calls(Processing progress 4) | in_progress4_count | Counter | No. of calls with processing progress code 4 in the inbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of inbound calls(Processing progress 5) | in_progress5_count | Counter | No. of calls with processing progress code 5 in the inbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of inbound calls(Processing progress 6) | in_progress6_count | Counter | No. of calls with processing progress code 6 in the inbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of inbound calls(Processing progress 99) | in_progress99_count | Counter | No. of calls with processing progress code 99 in the inbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| Outbound | outbound_count | Counter | |
| Outbound % | outbound_ratio | Count | |
| No. of outbound calls(Processing progress 1) | out_progress1_count | Counter | No. of calls with processing progress code 1 in the outbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of outbound calls(Processing progress 2) | out_progress2_count | Counter | No. of calls with processing progress code 2 in the outbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of outbound calls(Processing progress 3) | out_progress3_count | Counter | No. of calls with processing progress code 3 in the outbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of outbound calls(Processing progress 4) | out_progress4_count | Counter | No. of calls with processing progress code 4 in the outbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of outbound calls(Processing progress 5) | out_progress5_count | Counter | No. of calls with processing progress code 5 in the outbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of outbound calls(Processing progress 6) | out_progress6_count | Counter | No. of calls with processing progress code 6 in the outbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
| No. of outbound calls(Processing progress 99) | out_progress99_count | Counter | No. of calls with processing progress code 99 in the outbound calls (processing progress name corresponding to the code, with reference to the Service Summary Setting). |
# ● Inbound Bot Indicator List
| Indicator name | Indicator meaning | Indicator type | Note description |
|---|---|---|---|
| No. of bot answered calls | robot_inbound_answer_calls | Counter | No. of inbound calls that were assigned to and answered by bot. |
| No. of bot missed calls | robot_inbound_unAnswer_calls | Counter | No. of inbound calls that were assigned to and missed by bot. |
| Bot reception % | robot_reception_percent | Count | No. of bot answered calls/Total inbound calls. |
| No. of customer hang-ups in bot chats | robot_calling_customer_hangup_calls | Counter | No. of customer-initiated hang-ups during bot reception. |
| % of customer hang-ups in bot chats | robot_calling_customer_hangup_radio | Count | No. of customer hang-ups in bot chats/No. of bot answered calls. |
| No. of system hang-ups in bot chats | robot_calling_un_customer_hangup_calls | Counter | No. of calls that ended due to the workflow reaching the hang-up node during bot reception. |
| No. of bot chats transferred to IVR | robot_calling_to_ivr_calls | Counter | No. of calls in which the IVR flow is reverted during bot reception. |
| Total duration of calls after bot reception | robot_receptioned_total_duration | Counter | Total duration of calls received by bot. |
| Total duration of bot talks | inbound_robot_total_duration | Counter | Total duration of calls during bot reception. |
| % of total bot talk duration | inbound_robot_total_duration_percent | Count | Total duration of bot talks/Total duration of calls after bot reception. |
| Bot avg. talk duration | inbound_robot_average_duration | Counter | Total duration of bot talks/No. of bot answered calls. |
| Total no. of trans-to-agent after bot reception | robot_receptioned_to_agent_total_calls | Counter | No. of calls received by bot and transferred to agent in inbound calls. |
| % of total no. of bot-agent transfer after reception | robot_receptioned_to_agent_total_calls_percent | Count | Total no. of trans-to-agent after bot reception/No. of bot answered calls. |
| No. of bot-agent transfer in chats | robot_calling_to_agent_calls | Counter | No. of customer trans-to-agent during bot reception. |
| % of no. of bot-agent transfer in chats | robot_calling_to_agent_percent | Count | No. of bot-agent transfer in chats/No. of bot answered calls. |
| Total no. of bot-agent transfer answered calls | robot_to_agent_answer_total_calls | Counter | No. of calls received by bot, transferred to agent by customer and answered by agent in inbound calls. |
| % of total no. of bot-agent transfer answered calls | robot_to_agent_answer_total_calls_percent | Count | Total no. of bot-agent transfer answered calls/No. of bot answered calls. |
| No. of bot-agent transfer answers in chats | robot_calling_to_agent_answer_calls | Counter | No. of calls transferred to agent by customer and answered by agent during bot reception. |
| % of no. of bot-agent transfer answers in chats | robot_calling_to_agent_answer_calls_percent | Count | No. of bot-agent transfer answers in chats/No. of bot-agent transfer in chats. |
| Duration of waiting for agent answer after bot reception | robot_receptioned_wha_duration | Counter | The duration of the customer's wait from "initiating the first tran-to-agent"to "first agent answer"(including the duration of waiting when agent does not answer) in a call answered by a bot. |
| Avg. duration of waiting for agent answer after bot reception | robot_receptioned_average_wha_duration | Counter | Total duration of waiting for agent answer/Total no. of bot-agent transfer answered calls. |
| Intention category A | intent_a_count | Counter | No. of calls in which the intention of the first bot reception during the call is categorized as A. |
| Intention category B | intent_b_count | Counter | No. of calls in which the intention of the first bot reception during the call is categorized as B. |
| Intention category C | intent_c_count | Counter | No. of calls in which the intention of the first bot reception during the call is categorized as C. |
| Intention category D | intent_d_count | Counter | No. of calls in which the intention of the first bot reception during the call is categorized as D. |
| Intention category E | intent_e_count | Counter | No. of calls in which the intention of the first bot reception during the call is categorized as E. |
Last Updated: 4/24/2025, 11:32:22 AM