Developer Documentation
  • Voice Product API
  • Call Center V6
Sobot
2022-09-13
Menus

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,
        "screenNumber":"18618256606",  // Displayed customer phone no.
        "areaCode":"0871",
        "areaProvince":"yunnan",
        "areaCity":"kunming",
        "gatewayNumber":"95588",  // Replay no. on the customer side
        "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)
        "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":, 2, // Customer side: 1. Not answered for other reasons 2. Arrears 3. Customer no. blacklisted 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
        "earlyDetectCause":200, // Ring-back tone for PSTN number call failure, 0 by default
        "hangupDisposition": 1, // Hang-up direction 
        "recordUrl":"https:// record.soboten.com/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)
        "firstSatisfyDigit":"2", // Level-1 satisfaction DTMF key; value range: [0-9,*,#]; empty string if none
        "secondSatisfyDigit":"3", // Level-2 satisfaction DTMF key; value range: [0-9,*,#]; empty string if none
        "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
        "firstDistributedQueueID":"", // 1st queued skill group's ID
        "firstDistributedQueueName":"", // 1st queued skill group's name
        "lastQueueID":"", // Last skill group's ID
        "lastQueueName":"", // Last skill group's name
        "lastAgentUUID":"", // Last reception agent's UUID
        "lastAgentName":"", // Last reception agent's name
        "lastAgentID":"", // Last reception agent's work no.
        "lastAgentDN":"", // Last reception agent's extension
        "lastAgentPhoneType":0, // Last reception agent's device type 1. webrtc 2.Wechat 3. pstn 4. sip 5. sobotapp
        "lastAgentPstn":"", // Last reception agent's phone no.
        "transferCount":1, // Number of initiated transfer
        "consultCount":1, // Number of successful inquiries
        "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
        "sourceType":2,  // Source object type 0: Default, 1: Talk record, 2: Ticket, 3: Chat records
        "sourceId": "", // Source object ID
        "firstCallAgentUUID": "", // 1st call agent's ID
        "firstCallAgentID": "", // 1st call agent's work no.
        "firstAgentUUID": "", // 1st answer agent's ID
        "firstAgentID": "", // 1st answer agent's work no.
        "firstAgentName": "", // 1st answer agent's name
        "ivrNodes":[
            "ivrNode":{
                "nodeId":" 86dc99bc0afd11eca5a80a80ff2603de ",
                "nodeName":"playback",
                "startTime": 1637068356419   // unix timestamp (ms)
            },
            "ivrNode":{
                "nodeId":" c3125c73950e4b37a695d908c087776a ",
                "nodeName":"transferAgent",
                "startTime": 1637068456419   // unix timestamp (ms)
            }
        ],
        "groupTraces":[
          "groupCode":"1111@a168774eee324e4698a9b9fabc09f146",
          "groupName":"Queue1111",
          "fromType":3,
          "fromId":"1111@a168774eee324e4698a9b9fabc09f146",
          "fromName":"Queue1111",
          "leavecause":3, // 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
          "startTime": 1637068256419 ,  // unix timestamp (ms)
          "endTime": 1637068356419    // unix timestamp (ms)
        ],
        "attachedData":{
            "customerName":"ZhangSan",
            "customerDept":"universe bank"
        }
      }
     

    ]

  }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98

# ● 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
        },
        {

        }

    ]

  }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58

# ● 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,
        "screenNumber":"18618256606",  // Displayed customer phone no.
        "areaCode":"0871",
        "areaProvince":"yunan",
        "areaCity":"kunming",
        "gatewayNumber":"95588",  // Replay no. on the customer side
        "startTime": 1637068156419 ,  // Start time on the customer side 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)
        "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":, 2, // Customer side: 1. Not answered for other reasons 2. Arrears 3. Customer no. blacklisted 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
        "earlyDetectCause":200, // Ring-back tone for PSTN number call failure, 0 by default
        "hangupDisposition": 1, // Hang-up direction 
        "recordUrl":"https:// record.soboten.com/recordings/cc3738581df7413da5d3204364943e3d ", // Recording path
        "satisfyStartTime":1637068656419,// Satisfaction start time unix timestamp (ms)
        "satisfyEndTime":1637068756419,// Satisfaction end time unix timestamp (ms)
        "firstSatisfyDigit":"2", // Level-1 satisfaction DTMF key; value range: [0-9,*,#]; empty string if none
        "secondSatisfyDigit":"3", // Level-2 satisfaction DTMF key; value range: [0-9,*,#]; empty string if none
        "platformId":" 7d6c1b38caad4a539d92b73d390b664c ", // Platform merchant ID
        "companyId":" 825072edbd914f47aa8704de02f1cdb6 ", // Company ID
        "departmentId":" 36a3c4866a814065a8a6e01a50cc3ecf ", // Department ID
        "chargeDepartmentId":" b536ef40639a4caab1bba0cd5cf8ebe2 ", // Billing department ID
        "feeSeconds":100, // Billing - Billing duration (s)
        "feeMinutes":2, // Billing - Billing duration (mins)
        "fee":  25.66 , // Billing - Billing amount
        "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
        "firstRouteId":" 3b36d0a056404a48b644c39ed82e22fe ", // 1st routing ID
        "firstRouteName":"", // 1st routing name
        "firstIVRId":"", // 1st IVR ID
        "firstIVRName":"", // 1st IVR name
        "firstDistributedQueueID":"", // 1st queued skill group's ID
        "firstDistributedQueueName":"", // 1st queued skill group's name
        "firstAgentUUID":"", // 1st reception agent's UUID
        "firstAgentName":"", // 1st reception agent's name
        "firstAgentID":"", // 1st reception agent's work no.
        "firstAgentDN":"", // 1st reception agent's extension
        "firstAgentPhoneType":0, // 1st reception agent's device type 1. webrtc 2. Wechat 3. pstn 4. sip 5. sobotapp
        "firstAgentPstn":"", // 1st reception agent's phone no.
        "lastQueueID":"", // Last skill group's ID
        "lastQueueName":"", // Last skill group's name
        "lastAgentUUID":"", // Last reception agent's UUID
        "lastAgentName":"", // Last reception agent's name
        "lastAgentID":"", // Last reception agent's work no.
        "lastAgentDN":"", // Last reception agent's extension
        "lastAgentPhoneType":0, // Last reception agent's device type 1. webrtc 2.Wechat 3. pstn 4. sip 5. sobotapp
        "lastAgentPstn":"", // Last reception agent's phone no.
        "transferCount":1, // Number of initiated transfer
        "consultCount":1, // Number of successful inquiries
        "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
        "firstCallAgentUUID": "", // 1st call agent's ID
        "firstCallAgentID": "", // 1st call agent's work no.
        "firstAgentUUID": "", // 1st answer agent's ID
        "firstAgentID": "", // 1st answer agent's work no.
        "firstAgentName": "", // 1st answer agent's name
        "ivrNodes":[
            "ivrNode":{
                "nodeId":" 86dc99bc0afd11eca5a80a80ff2603de ",
                "nodeName":"playback",
                "startTime": 1637068356419   // unix timestamp (ms)
            },
            "ivrNode":{
                "nodeId":" c3125c73950e4b37a695d908c087776a ",
                "nodeName":"transferAgent",
                "startTime": 1637068456419   // unix timestamp (ms)
            }
         ],
        "groupTraces":[
          "groupCode":"1111@a168774eee324e4698a9b9fabc09f146",
          "groupName":"Queue1111",
          "from":"queue",
          "fromId":"1111@a168774eee324e4698a9b9fabc09f146",
          "fromName":"Queue1111",
          "leavecause":3, // 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
          "startTime": 1637068256419 ,  // unix timestamp (ms)
          "endTime": 1637068356419    // unix timestamp (ms)
        ],
        "attachedData":{
            "customerName":"ZhangSan",
            "customerDept":"universe bank"
        },

        "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
            },
            {

            }

        ]
      
      
    ]

  }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144

# 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

  1. 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"}
    1

  2. Body 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
# ● 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

# 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
      }
      

    ]

  }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37

# 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)

    }

  ]
  

}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
# ● 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

    },
    {

    }
    
  ],
  

}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
# ● 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 field and order. The default format is sort=agentNumber,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
1
2
3
4

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
      },
      {

      }

    ]

  }
  

}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72

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
    },
    

  ]

}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
# ● 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 field and order. The default format is sort=agentNumber,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
      },
      {

      }

    ]

  }
  

}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72

# 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 "
    }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21

# ● 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 
    }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226

# ● 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 
    }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
# ● 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":  // 	 Calling Agent
        "inbound_agent_answer_partits":  // 	 Answered Call of Agent
        "inbound_agent_unAnswer_partits":  // 	 Missed Inbound Calls
        "inbound_agent_ringing_partits":  // 	 Direct Calls
        "inbound_agent_ringingAnswer_partits":  // 	 Direct Answered
        "inbound_agent_dialing_partits":  // 	 Dialing Inbound Calls
        "inbound_agent_ringingUnAnswer_partits":  // 	 Missed Direct Calls
        "inbound_agent_transferBy_partits":  // 	 Trans-to-Agent
        "inbound_agent_transferByAnswer_partits":  // 	 Trans-to-Agent Answer
        "inbound_agent_transferByUnAnswer_partits":  // 	 Trans-to-Agent Missed
        "inbound_agent_consultBy_partits":  // 	 Agent Inquiry Calls
        "inbound_agent_consultByAnswer_partits":  // 	 Answered Inquiry Calls
        "inbound_agent_consultByUnAnswer_partits":  // 	 Missed Inquiry Calls
        "inbound_agent_callByAnswer_partits":  // 	 Agent Answer
        "inbound_agent_ringingQuickHangup_partits":  // 	 Customer Fast Clear Down
        "inbound_agent_effectiveTalkIn10s_partits":  // 	 10s Talk
        "inbound_agent_effectiveTalkIn20s_partits":  // 	 20s Talk
        "inbound_agent_effectiveTalkIn30s_partits":  // 	 30s Talk
        "inbound_agent_effectiveTalkIn40s_partits":  // 	 40s Talk
        "inbound_agent_effectiveTalkIn50s_partits":  // 	 50s Talk
        "inbound_agent_effectiveTalkIn60s_partits":  // 	 60s Talk
        "inbound_agent_effectiveTalkIn10s_radio":  // 	 10s Talk %
        "inbound_agent_effectiveTalkIn20s_radio":  // 	 20s Talk %
        "inbound_agent_effectiveTalkIn30s_radio":  // 	 30s Talk %
        "inbound_agent_effectiveTalkIn40s_radio":  // 	 40s Talk %
        "inbound_agent_effectiveTalkIn50s_radio":  // 	 50s Talk %
        "inbound_agent_effectiveTalkIn60s_radio":  // 	 60s Talk %
        "inbound_agent_ringing_radio":  // 	 Dialing Inbound Answer %
        "inbound_agent_ringingIn10s_partits":  // 	 10s Dialing Answer
        "inbound_agent_ringingIn15s_partits":  // 	 15s Dialing Answer
        "inbound_agent_ringingIn20s_partits":  // 	 20s Dialing Answer
        "inbound_agent_ringingIn25s_partits":  // 	 25s Dialing Answer
        "inbound_agent_ringingIn30s_partits":  // 	 30s Dialing Answer
        "inbound_agent_ringingIn10s_talk_radio":  // 	 10s Dialing Call Answer %
        "inbound_agent_ringingIn15s_talk_radio":  // 	 15s Dialing Call Answer %
        "inbound_agent_ringingIn20s_talk_radio":  // 	 20s Dialing Call Answer %
        "inbound_agent_ringingIn25s_talk_radio":  // 	 25s Dialing Call Answer %
        "inbound_agent_ringingIn30s_talk_radio":  // 	 30s Dialing Call Answer %
        "inbound_agent_repeat_calls":  // 	 Repeated Resolutions
        "inbound_agent_FCR_radio":  // 	 FCR %
        "inbound_agentAnswer_average_duration":  // 	 Avg. Answer Speed
        "inbound_agentTalk_duration":  // 	 Talk Duration
        "inbound_agentTalk_average_duration":  // 	 ATT
        "inbound_agent_ACW_duration":  // 	 Sorting duration
        "inbound_agent_ACW_average_duration":  // 	 Avg. sorting duration
        "inbound_agent_AHT_duration":  // 	 Processing duration
        "inbound_agent_AHT_average_duration":  // 	 AHT
        "inbound_satisfaction_calls":  // 	 Evaluation Invitation
        "inbound_satisfaction_success_calls":  // 	 Evaluated
        "inbound_satisfaction_failure_calls":  // 	 Unevaluated
        "inbound_satisfaction_success_ratio":  // 	 Evaluation %
        "inbound_satisfaction_q1_valid_calls":  // 	 Correct Evaluation
        "inbound_satisfaction_q1_valid_ratio":  // 	 Correct Evaluation %
        "inbound_satisfaction_q1_key_1_calls":  // 	 Key 1 Evaluation
        "inbound_satisfaction_q1_key_2_calls":  // 	 Key 2 Evaluation
        "inbound_satisfaction_q1_key_3_calls":  // 	 Key 3 Evaluation
        "inbound_satisfaction_q1_key_4_calls":  // 	 Key 4 Evaluation
        "inbound_satisfaction_q1_key_5_calls":  // 	 Key 5 Evaluation
        "inbound_satisfaction_q1_key_6_calls":  // 	 Key 6 Evaluation
        "inbound_satisfaction_q1_key_7_calls":  // 	 Key 7 Evaluation
        "inbound_satisfaction_q1_key_8_calls":  // 	 Key 8 Evaluation
        "inbound_satisfaction_q1_key_9_calls":  // 	 Key 9 Evaluation
        "inbound_satisfaction_q1_key_1_ratio":  // 	 Key 1 Evaluation %
        "inbound_satisfaction_q1_key_2_ratio":  // 	 Key 2 Evaluation %
        "inbound_satisfaction_q1_key_3_ratio":  // 	 Key 3 Evaluation %
        "inbound_satisfaction_q1_key_4_ratio":  // 	 Key 4 Evaluation %
        "inbound_satisfaction_q1_key_5_ratio":  // 	 Key 5 Evaluation %
        "inbound_satisfaction_q1_key_6_ratio":  // 	 Key 6 Evaluation %
        "inbound_satisfaction_q1_key_7_ratio":  // 	 Key 7 Evaluation %
        "inbound_satisfaction_q1_key_8_ratio":  // 	 Key 8 Evaluation %
        "inbound_satisfaction_q1_key_9_ratio":  // 	 Key 9 Evaluation %
        "inbound_satisfaction_q1_key_1_2_calls":  // 	Inbound Call Keys 1+2 Evaluation
        "inbound_satisfaction_q1_key_4_5_calls":  // 	Inbound Call Keys 4+5 Evaluation
        "inbound_satisfaction_q1_key_1_2_ratio":  // 	Inbound Call Keys 1+2 Evaluation %
        "inbound_satisfaction_q1_key_4_5_ratio":  // 	Inbound Call Keys 4+5 Evaluation %
        "inbound_satisfaction_q1_key_1_valid_ratio":  // 	Key 1 Valid Evaluation %
        "inbound_satisfaction_q1_key_2_valid_ratio":  // 	Key 2 Valid Evaluation %
        "inbound_satisfaction_q1_key_3_valid_ratio":  // 	Key 3 Valid Evaluation %
        "inbound_satisfaction_q1_key_4_valid_ratio":  // 	Key 4 Valid Evaluation %
        "inbound_satisfaction_q1_key_5_valid_ratio":  // 	Key 5 Valid Evaluation %
        "inbound_satisfaction_q1_key_6_valid_ratio":  // 	Key 6 Valid Evaluation %
        "inbound_satisfaction_q1_key_7_valid_ratio":  // 	Key 7 Valid Evaluation %
        "inbound_satisfaction_q1_key_8_valid_ratio":  // 	Key 8 Valid Evaluation %
        "inbound_satisfaction_q1_key_9_valid_ratio":  // 	Key 9 Valid Evaluation %
        "inbound_satisfaction_q1_key_1_2_valid_ratio":  // 	Inbound Call Keys 1+2 Valid Evaluation %
        "inbound_satisfaction_q1_key_4_5_valid_ratio":  // 	Inbound Call Keys 4+5 Valid Evaluation %
        "outbound_calls":  // 	 Outbound Call
        "outbound_customer_noAnswer_calls":  // 	 Missed
        "outbound_customer_answer_calls":  // 	 Answer Times
        "outbound_answer_ratio":  // 	 Answered Outbound Call%
        "outbound_agent_effectiveTalkIn10s_partits":  // 	 10s Talk
        "outbound_agent_effectiveTalkIn15s_partits":  // 	 15s Talk
        "outbound_agent_effectiveTalkIn20s_partits":  // 	 20s Talk
        "outbound_agent_effectiveTalkIn30s_partits":  // 	 30s Talk
        "outbound_agent_effectiveTalkIn40s_partits":  // 	 40s Talk
        "outbound_agent_effectiveTalkIn50s_partits":  // 	 50s Talk
        "outbound_agent_effectiveTalkIn60s_partits":  // 	 60s Talk
        "outbound_agent_effectiveTalkIn10s_radio":  // 	 10s Talk %
        "outbound_agent_effectiveTalkIn15s_radio":  // 	 15s Talk %
        "outbound_agent_effectiveTalkIn20s_radio":  // 	 20s Talk %
        "outbound_agent_effectiveTalkIn30s_radio":  // 	 30s Talk %
        "outbound_agent_effectiveTalkIn40s_radio":  // 	 40s Talk %
        "outbound_agent_effectiveTalkIn50s_radio":  // 	 50s Talk %
        "outbound_agent_effectiveTalkIn60s_radio":  // 	 60s Talk %
        "outbound_calls_duration":  // 	 Call Time
        "outbound_calls_talk_duration":  // 	 Talk Duration
        "outbound_calls_average_duration":  // 	 ATT
        "outbound_effective_in10s_sum_duration":  // 	 10s Talk Time
        "outbound_effective_in15s_sum_duration":  // 	 15s Talk Time
        "outbound_effective_in20s_sum_duration":  // 	 20s Talk Time
        "outbound_effective_in30s_sum_duration":  // 	 30s Talk Time
        "outbound_effective_in40s_sum_duration":  // 	 40s Talk Time
        "outbound_effective_in50s_sum_duration":  // 	 50s Talk Time
        "outbound_effective_in60s_sum_duration":  // 	 60s Talk Time
        "outbound_effective_in10s_average_duration":  // 	 10s ATT
        "outbound_effective_in15s_average_duration":  // 	 15s ATT
        "outbound_effective_in20s_average_duration":  // 	 20s ATT
        "outbound_effective_in30s_average_duration":  // 	 30s ATT
        "outbound_effective_in40s_average_duration":  // 	 40s ATT
        "outbound_effective_in50s_average_duration":  // 	 50s ATT
        "outbound_effective_in60s_average_duration":  // 	 60s ATT
        "outbound_satisfaction_calls":  // 	 Evaluation Invitation
        "outbound_satisfaction_success_calls":  // 	 Evaluated
        "outbound_satisfaction_failure_calls":  // 	 Unevaluated
        "outbound_satisfaction_success_ratio":  // 	 Evaluation %
        "outbound_satisfaction_q1_valid_calls":  // 	 Correct Evaluation
        "outbound_satisfaction_q1_valid_ratio":  // 	 Correct Evaluation %
        "outbound_satisfaction_q1_key_1_calls":  // 	 Key 1 Evaluation
        "outbound_satisfaction_q1_key_2_calls":  // 	 Key 2 Evaluation
        "outbound_satisfaction_q1_key_3_calls":  // 	 Key 3 Evaluation
        "outbound_satisfaction_q1_key_4_calls":  // 	 Key 4 Evaluation
        "outbound_satisfaction_q1_key_5_calls":  // 	 Key 5 Evaluation
        "outbound_satisfaction_q1_key_6_calls":  // 	 Key 6 Evaluation
        "outbound_satisfaction_q1_key_7_calls":  // 	 Key 7 Evaluation
        "outbound_satisfaction_q1_key_8_calls":  // 	 Key 8 Evaluation
        "outbound_satisfaction_q1_key_9_calls":  // 	 Key 9 Evaluation
        "outbound_satisfaction_q1_key_1_ratio":  // 	 Key 1 Evaluation %
        "outbound_satisfaction_q1_key_2_ratio":  // 	 Key 2 Evaluation %
        "outbound_satisfaction_q1_key_3_ratio":  // 	 Key 3 Evaluation %
        "outbound_satisfaction_q1_key_4_ratio":  // 	 Key 4 Evaluation %
        "outbound_satisfaction_q1_key_5_ratio":  // 	 Key 5 Evaluation %
        "outbound_satisfaction_q1_key_6_ratio":  // 	 Key 6 Evaluation %
        "outbound_satisfaction_q1_key_7_ratio":  // 	 Key 7 Evaluation %
        "outbound_satisfaction_q1_key_8_ratio":  // 	 Key 8 Evaluation %
        "outbound_satisfaction_q1_key_9_ratio":  // 	 Key 9 Evaluation %
        "agent_login_sum_duration":  // 	 Total Login Duration
        "agent_online_sum_duration":  // 	 Login Online Duration
        "agent_syslock_sum_duration":  // 	 System Locked Duration
        "agent_busy_sum_duration":  // 	 DND & Break Duration
        "agent_DND_sum_duration":  // 	 DND Duration
        "agent_rest_sum_duration":  // 	 Total Break Duration
        "agent_rest11_sum_duration":  // 	 Break 11 Duration
        "agent_rest12_sum_duration":  // 	 Break 12 Duration
        "agent_rest13_sum_duration":  // 	 Break 13 Duration
        "agent_rest14_sum_duration":  // 	 Break 14 Duration
        "agent_rest15_sum_duration":  // 	 Break 15 Duration
        "agent_rest16_sum_duration":  // 	 Break 16 Duration
        "agent_rest17_sum_duration":  // 	 Break 17 Duration
        "agent_rest18_sum_duration":  // 	 Break 18 Duration
        "agent_readying_sum_duration":  // 	 Ready Duration
        "agent_busying_sum_duration":  // 	 Occupied Duration
        "agent_acwing_sum_duration":  // 	 Sorting Duration
        "agent_calling_sum_duration":  // 	 Total In-Call Duration
        "agent_dialing_sum_duration":  // 	 Calling Duration
        "agent_ringing_sum_duration":  // 	 Dialing Duration
        "agent_talking_sum_duration":  // 	 Talking Duration
        "agent_helding_sum_duration":  // 	 Holding Duration
        "agentOnline_percent":  // 	 Online Duration %
        "agentBusy_percent":  // 	 DND & Break Duration %
        "agentDND_percent":  // 	 DND Duration %
        "agentRest_percent":  // 	 Total Break Duration %
        "workReady_percent":  // 	 Ready Duration %
        "workBusy_percent":  // 	 Ready Duration %
        "workinCall_percent":  // 	 Total In-Call Duration %
        "workACW_percent":  // 	 Sorting Duration %
        "workReasonCodeA_sum_duration":  // 	 Work Occupied Time A
        "workReasonCodeB_sum_duration":  // 	 Work Occupied Time B
        "workReasonCodeA_percent":  // 	 Work Occupied % A
        "workReasonCodeB_percent":  // 	 Work Occupied % B
      }
    ]
    "metric": [
      {
        "inbound_agent_partits":  // 	 Calling Agent
        "inbound_agent_answer_partits":  // 	 Answered Call of Agent
        "inbound_agent_unAnswer_partits":  // 	 Missed Inbound Calls
        "inbound_agent_ringing_partits":  // 	 Direct Calls
        "inbound_agent_ringingAnswer_partits":  // 	 Direct Answered
        "inbound_agent_dialing_partits":  // 	 Dialing Inbound Calls
        "inbound_agent_ringingUnAnswer_partits":  // 	 Missed Direct Calls
        "inbound_agent_transferBy_partits":  // 	 Trans-to-Agent
        "inbound_agent_transferByAnswer_partits":  // 	 Trans-to-Agent Answer
        "inbound_agent_transferByUnAnswer_partits":  // 	 Trans-to-Agent Missed
        "inbound_agent_consultBy_partits":  // 	 Agent Inquiry Calls
        "inbound_agent_consultByAnswer_partits":  // 	 Answered Inquiry Calls
        "inbound_agent_consultByUnAnswer_partits":  // 	 Missed Inquiry Calls
        "inbound_agent_callByAnswer_partits":  // 	 Agent Answer
        "inbound_agent_ringingQuickHangup_partits":  // 	 Customer Fast Clear Down
        "inbound_agent_effectiveTalkIn10s_partits":  // 	 10s Talk
        "inbound_agent_effectiveTalkIn20s_partits":  // 	 20s Talk
        "inbound_agent_effectiveTalkIn30s_partits":  // 	 30s Talk
        "inbound_agent_effectiveTalkIn40s_partits":  // 	 40s Talk
        "inbound_agent_effectiveTalkIn50s_partits":  // 	 50s Talk
        "inbound_agent_effectiveTalkIn60s_partits":  // 	 60s Talk
        "inbound_agent_effectiveTalkIn10s_radio":  // 	 10s Talk %
        "inbound_agent_effectiveTalkIn20s_radio":  // 	 20s Talk %
        "inbound_agent_effectiveTalkIn30s_radio":  // 	 30s Talk %
        "inbound_agent_effectiveTalkIn40s_radio":  // 	 40s Talk %
        "inbound_agent_effectiveTalkIn50s_radio":  // 	 50s Talk %
        "inbound_agent_effectiveTalkIn60s_radio":  // 	 60s Talk %
        "inbound_agent_ringing_radio":  // 	 Dialing Inbound Answer %
        "inbound_agent_ringingIn10s_partits":  // 	 10s Dialing Answer
        "inbound_agent_ringingIn15s_partits":  // 	 15s Dialing Answer
        "inbound_agent_ringingIn20s_partits":  // 	 20s Dialing Answer
        "inbound_agent_ringingIn25s_partits":  // 	 25s Dialing Answer
        "inbound_agent_ringingIn30s_partits":  // 	 30s Dialing Answer
        "inbound_agent_ringingIn10s_talk_radio":  // 	 10s Dialing Call Answer %
        "inbound_agent_ringingIn15s_talk_radio":  // 	 15s Dialing Call Answer %
        "inbound_agent_ringingIn20s_talk_radio":  // 	 20s Dialing Call Answer %
        "inbound_agent_ringingIn25s_talk_radio":  // 	 25s Dialing Call Answer %
        "inbound_agent_ringingIn30s_talk_radio":  // 	 30s Dialing Call Answer %
        "inbound_agent_repeat_calls":  // 	 Repeated Resolutions
        "inbound_agent_FCR_radio":  // 	 FCR %
        "inbound_agentAnswer_average_duration":  // 	 Avg. Answer Speed
        "inbound_agentTalk_duration":  // 	 Talk Duration
        "inbound_agentTalk_average_duration":  // 	 ATT
        "inbound_agent_ACW_duration":  // 	 Sorting duration
        "inbound_agent_ACW_average_duration":  // 	 Avg. sorting duration
        "inbound_agent_AHT_duration":  // 	 Processing duration
        "inbound_agent_AHT_average_duration":  // 	 AHT
        "inbound_satisfaction_calls":  // 	 Evaluation Invitation
        "inbound_satisfaction_success_calls":  // 	 Evaluated
        "inbound_satisfaction_failure_calls":  // 	 Unevaluated
        "inbound_satisfaction_success_ratio":  // 	 Evaluation %
        "inbound_satisfaction_q1_valid_calls":  // 	 Correct Evaluation
        "inbound_satisfaction_q1_valid_ratio":  // 	 Correct Evaluation %
        "inbound_satisfaction_q1_key_1_calls":  // 	 Key 1 Evaluation
        "inbound_satisfaction_q1_key_2_calls":  // 	 Key 2 Evaluation
        "inbound_satisfaction_q1_key_3_calls":  // 	 Key 3 Evaluation
        "inbound_satisfaction_q1_key_4_calls":  // 	 Key 4 Evaluation
        "inbound_satisfaction_q1_key_5_calls":  // 	 Key 5 Evaluation
        "inbound_satisfaction_q1_key_6_calls":  // 	 Key 6 Evaluation
        "inbound_satisfaction_q1_key_7_calls":  // 	 Key 7 Evaluation
        "inbound_satisfaction_q1_key_8_calls":  // 	 Key 8 Evaluation
        "inbound_satisfaction_q1_key_9_calls":  // 	 Key 9 Evaluation
        "inbound_satisfaction_q1_key_1_ratio":  // 	 Key 1 Evaluation %
        "inbound_satisfaction_q1_key_2_ratio":  // 	 Key 2 Evaluation %
        "inbound_satisfaction_q1_key_3_ratio":  // 	 Key 3 Evaluation %
        "inbound_satisfaction_q1_key_4_ratio":  // 	 Key 4 Evaluation %
        "inbound_satisfaction_q1_key_5_ratio":  // 	 Key 5 Evaluation %
        "inbound_satisfaction_q1_key_6_ratio":  // 	 Key 6 Evaluation %
        "inbound_satisfaction_q1_key_7_ratio":  // 	 Key 7 Evaluation %
        "inbound_satisfaction_q1_key_8_ratio":  // 	 Key 8 Evaluation %
        "inbound_satisfaction_q1_key_9_ratio":  // 	 Key 9 Evaluation %
        "inbound_satisfaction_q1_key_1_2_calls":  // 	Inbound Call Keys 1+2 Evaluation
        "inbound_satisfaction_q1_key_4_5_calls":  // 	Inbound Call Keys 4+5 Evaluation
        "inbound_satisfaction_q1_key_1_2_ratio":  // 	Inbound Call Keys 1+2 Evaluation %
        "inbound_satisfaction_q1_key_4_5_ratio":  // 	Inbound Call Keys 4+5 Evaluation %
        "inbound_satisfaction_q1_key_1_valid_ratio":  // 	Key 1 Valid Evaluation %
        "inbound_satisfaction_q1_key_2_valid_ratio":  // 	Key 2 Valid Evaluation %
        "inbound_satisfaction_q1_key_3_valid_ratio":  // 	Key 3 Valid Evaluation %
        "inbound_satisfaction_q1_key_4_valid_ratio":  // 	Key 4 Valid Evaluation %
        "inbound_satisfaction_q1_key_5_valid_ratio":  // 	Key 5 Valid Evaluation %
        "inbound_satisfaction_q1_key_6_valid_ratio":  // 	Key 6 Valid Evaluation %
        "inbound_satisfaction_q1_key_7_valid_ratio":  // 	Key 7 Valid Evaluation %
        "inbound_satisfaction_q1_key_8_valid_ratio":  // 	Key 8 Valid Evaluation %
        "inbound_satisfaction_q1_key_9_valid_ratio":  // 	Key 9 Valid Evaluation %
        "inbound_satisfaction_q1_key_1_2_valid_ratio":  // 	Inbound Call Keys 1+2 Valid Evaluation %
        "inbound_satisfaction_q1_key_4_5_valid_ratio":  // 	Inbound Call Keys 4+5 Valid Evaluation %
        "outbound_calls":  // 	 Outbound Call
        "outbound_customer_noAnswer_calls":  // 	 Missed
        "outbound_customer_answer_calls":  // 	 Answer Times
        "outbound_answer_ratio":  // 	 Answered Outbound Call%
        "outbound_agent_effectiveTalkIn10s_partits":  // 	 10s Talk
        "outbound_agent_effectiveTalkIn15s_partits":  // 	 15s Talk
        "outbound_agent_effectiveTalkIn20s_partits":  // 	 20s Talk
        "outbound_agent_effectiveTalkIn30s_partits":  // 	 30s Talk
        "outbound_agent_effectiveTalkIn40s_partits":  // 	 40s Talk
        "outbound_agent_effectiveTalkIn50s_partits":  // 	 50s Talk
        "outbound_agent_effectiveTalkIn60s_partits":  // 	 60s Talk
        "outbound_agent_effectiveTalkIn10s_radio":  // 	 10s Talk %
        "outbound_agent_effectiveTalkIn15s_radio":  // 	 15s Talk %
        "outbound_agent_effectiveTalkIn20s_radio":  // 	 20s Talk %
        "outbound_agent_effectiveTalkIn30s_radio":  // 	 30s Talk %
        "outbound_agent_effectiveTalkIn40s_radio":  // 	 40s Talk %
        "outbound_agent_effectiveTalkIn50s_radio":  // 	 50s Talk %
        "outbound_agent_effectiveTalkIn60s_radio":  // 	 60s Talk %
        "outbound_calls_duration":  // 	 Call Time
        "outbound_calls_talk_duration":  // 	 Talk Duration
        "outbound_calls_average_duration":  // 	 ATT
        "outbound_effective_in10s_sum_duration":  // 	 10s Talk Time
        "outbound_effective_in15s_sum_duration":  // 	 15s Talk Time
        "outbound_effective_in20s_sum_duration":  // 	 20s Talk Time
        "outbound_effective_in30s_sum_duration":  // 	 30s Talk Time
        "outbound_effective_in40s_sum_duration":  // 	 40s Talk Time
        "outbound_effective_in50s_sum_duration":  // 	 50s Talk Time
        "outbound_effective_in60s_sum_duration":  // 	 60s Talk Time
        "outbound_effective_in10s_average_duration":  // 	 10s ATT
        "outbound_effective_in15s_average_duration":  // 	 15s ATT
        "outbound_effective_in20s_average_duration":  // 	 20s ATT
        "outbound_effective_in30s_average_duration":  // 	 30s ATT
        "outbound_effective_in40s_average_duration":  // 	 40s ATT
        "outbound_effective_in50s_average_duration":  // 	 50s ATT
        "outbound_effective_in60s_average_duration":  // 	 60s ATT
        "outbound_satisfaction_calls":  // 	 Evaluation Invitation
        "outbound_satisfaction_success_calls":  // 	 Evaluated
        "outbound_satisfaction_failure_calls":  // 	 Unevaluated
        "outbound_satisfaction_success_ratio":  // 	 Evaluation %
        "outbound_satisfaction_q1_valid_calls":  // 	 Correct Evaluation
        "outbound_satisfaction_q1_valid_ratio":  // 	 Correct Evaluation %
        "outbound_satisfaction_q1_key_1_calls":  // 	 Key 1 Evaluation
        "outbound_satisfaction_q1_key_2_calls":  // 	 Key 2 Evaluation
        "outbound_satisfaction_q1_key_3_calls":  // 	 Key 3 Evaluation
        "outbound_satisfaction_q1_key_4_calls":  // 	 Key 4 Evaluation
        "outbound_satisfaction_q1_key_5_calls":  // 	 Key 5 Evaluation
        "outbound_satisfaction_q1_key_6_calls":  // 	 Key 6 Evaluation
        "outbound_satisfaction_q1_key_7_calls":  // 	 Key 7 Evaluation
        "outbound_satisfaction_q1_key_8_calls":  // 	 Key 8 Evaluation
        "outbound_satisfaction_q1_key_9_calls":  // 	 Key 9 Evaluation
        "outbound_satisfaction_q1_key_1_ratio":  // 	 Key 1 Evaluation %
        "outbound_satisfaction_q1_key_2_ratio":  // 	 Key 2 Evaluation %
        "outbound_satisfaction_q1_key_3_ratio":  // 	 Key 3 Evaluation %
        "outbound_satisfaction_q1_key_4_ratio":  // 	 Key 4 Evaluation %
        "outbound_satisfaction_q1_key_5_ratio":  // 	 Key 5 Evaluation %
        "outbound_satisfaction_q1_key_6_ratio":  // 	 Key 6 Evaluation %
        "outbound_satisfaction_q1_key_7_ratio":  // 	 Key 7 Evaluation %
        "outbound_satisfaction_q1_key_8_ratio":  // 	 Key 8 Evaluation %
        "outbound_satisfaction_q1_key_9_ratio":  // 	 Key 9 Evaluation %
        "agent_login_sum_duration":  // 	 Total Login Duration
        "agent_online_sum_duration":  // 	 Login Online Duration
        "agent_syslock_sum_duration":  // 	 System Locked Duration
        "agent_busy_sum_duration":  // 	 DND & Break Duration
        "agent_DND_sum_duration":  // 	 DND Duration
        "agent_rest_sum_duration":  // 	 Total Break Duration
        "agent_rest11_sum_duration":  // 	 Break 11 Duration
        "agent_rest12_sum_duration":  // 	 Break 12 Duration
        "agent_rest13_sum_duration":  // 	 Break 13 Duration
        "agent_rest14_sum_duration":  // 	 Break 14 Duration
        "agent_rest15_sum_duration":  // 	 Break 15 Duration
        "agent_rest16_sum_duration":  // 	 Break 16 Duration
        "agent_rest17_sum_duration":  // 	 Break 17 Duration
        "agent_rest18_sum_duration":  // 	 Break 18 Duration
        "agent_readying_sum_duration":  // 	 Ready Duration
        "agent_busying_sum_duration":  // 	 Occupied Duration
        "agent_acwing_sum_duration":  // 	 Sorting Duration
        "agent_calling_sum_duration":  // 	 Total In-Call Duration
        "agent_dialing_sum_duration":  // 	 Calling Duration
        "agent_ringing_sum_duration":  // 	 Dialing Duration
        "agent_talking_sum_duration":  // 	 Talking Duration
        "agent_helding_sum_duration":  // 	 Holding Duration
        "agentOnline_percent":  // 	 Online Duration %
        "agentBusy_percent":  // 	 DND & Break Duration %
        "agentDND_percent":  // 	 DND Duration %
        "agentRest_percent":  // 	 Total Break Duration %
        "workReady_percent":  // 	 Ready Duration %
        "workBusy_percent":  // 	 Ready Duration %
        "workinCall_percent":  // 	 Total In-Call Duration %
        "workACW_percent":  // 	 Sorting Duration %
        "workReasonCodeA_sum_duration":  // 	 Work Occupied Time A
        "workReasonCodeB_sum_duration":  // 	 Work Occupied Time B
        "workReasonCodeA_percent":  // 	 Work Occupied % A
        "workReasonCodeB_percent":  // 	 Work Occupied % B
      }
    ],
    "total": 1,
    "currPage": 1,
    "pageSize": 15
  }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
# ● 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":  // 	 Calling Agent
        "inbound_agent_answer_partits":  // 	 Answered Call of Agent
        "inbound_agent_unAnswer_partits":  // 	 Missed Inbound Calls
        "inbound_agent_ringing_partits":  // 	 Direct Calls
        "inbound_agent_ringingAnswer_partits":  // 	 Direct Answered
        "inbound_agent_dialing_partits":  // 	 Dialing Inbound Calls
        "inbound_agent_ringingUnAnswer_partits":  // 	 Missed Direct Calls
        "inbound_agent_transferBy_partits":  // 	 Trans-to-Agent
        "inbound_agent_transferByAnswer_partits":  // 	 Trans-to-Agent Answer
        "inbound_agent_transferByUnAnswer_partits":  // 	 Trans-to-Agent Missed
        "inbound_agent_consultBy_partits":  // 	 Agent Inquiry Calls
        "inbound_agent_consultByAnswer_partits":  // 	 Answered Inquiry Calls
        "inbound_agent_consultByUnAnswer_partits":  // 	 Missed Inquiry Calls
        "inbound_agent_ringingQuickHangup_partits":  // 	 Customer Fast Clear Down
        "inbound_agent_effectiveTalkIn10s_partits":  // 	 10s Talk
        "inbound_agent_effectiveTalkIn20s_partits":  // 	 20s Talk
        "inbound_agent_effectiveTalkIn30s_partits":  // 	 30s Talk
        "inbound_agent_effectiveTalkIn40s_partits":  // 	 40s Talk
        "inbound_agent_effectiveTalkIn50s_partits":  // 	 50s Talk
        "inbound_agent_effectiveTalkIn60s_partits":  // 	 60s Talk
        "inbound_agent_effectiveTalkIn10s_radio":  // 	 10s Talk %
        "inbound_agent_effectiveTalkIn20s_radio":  // 	 20s Talk %
        "inbound_agent_effectiveTalkIn30s_radio":  // 	 30s Talk %
        "inbound_agent_effectiveTalkIn40s_radio":  // 	 40s Talk %
        "inbound_agent_effectiveTalkIn50s_radio":  // 	 50s Talk %
        "inbound_agent_effectiveTalkIn60s_radio":  // 	 60s Talk %
        "inbound_agent_ringing_radio":  // 	 Dialing Inbound Answer %
        "inbound_agent_ringingIn10s_partits":  // 	 10s Dialing Answer
        "inbound_agent_ringingIn15s_partits":  // 	 15s Dialing Answer
        "inbound_agent_ringingIn20s_partits":  // 	 20s Dialing Answer
        "inbound_agent_ringingIn25s_partits":  // 	 25s Dialing Answer
        "inbound_agent_ringingIn30s_partits":  // 	 30s Dialing Answer
        "inbound_agent_ringingIn10s_talk_radio":  // 	 10s Dialing Call Answer %
        "inbound_agent_ringingIn15s_talk_radio":  // 	 15s Dialing Call Answer %
        "inbound_agent_ringingIn20s_talk_radio":  // 	 20s Dialing Call Answer %
        "inbound_agent_ringingIn25s_talk_radio":  // 	 25s Dialing Call Answer %
        "inbound_agent_ringingIn30s_talk_radio":  // 	 30s Dialing Call Answer %
        "inbound_agentAnswer_average_duration":  // 	 Avg. Answer Speed
        "inbound_agentTalk_duration":  // 	 Talk Duration
        "inbound_agentTalk_average_duration":  // 	 ATT
        "inbound_agent_ACW_duration":  // 	 Sorting duration
        "inbound_agent_ACW_average_duration":  // 	 Avg. sorting duration
        "inbound_agent_AHT_duration":  // 	 Processing duration
        "inbound_agent_AHT_average_duration":  // 	 AHT
        "outbound_calls":  // 	 Outbound Call
        "outbound_customer_noAnswer_calls":  // 	 Missed
        "outbound_customer_answer_calls":  // 	 Answer Times
        "outbound_answer_ratio":  // 	 Answered Outbound Call%
        "outbound_agent_effectiveTalkIn10s_partits":  // 	 10s Talk
        "outbound_agent_effectiveTalkIn20s_partits":  // 	 20s Talk
        "outbound_agent_effectiveTalkIn30s_partits":  // 	 30s Talk
        "outbound_agent_effectiveTalkIn40s_partits":  // 	 40s Talk
        "outbound_agent_effectiveTalkIn50s_partits":  // 	 50s Talk
        "outbound_agent_effectiveTalkIn60s_partits":  // 	 60s Talk
        "outbound_agent_effectiveTalkIn10s_radio":  // 	 10s Talk %
        "outbound_agent_effectiveTalkIn20s_radio":  // 	 20s Talk %
        "outbound_agent_effectiveTalkIn30s_radio":  // 	 30s Talk %
        "outbound_agent_effectiveTalkIn40s_radio":  // 	 40s Talk %
        "outbound_agent_effectiveTalkIn50s_radio":  // 	 50s Talk %
        "outbound_agent_effectiveTalkIn60s_radio":  // 	 60s Talk %
        "outbound_calls_duration":  // 	 Call Time
        "outbound_calls_talk_duration":  // 	 Talk Duration
        "outbound_calls_average_duration":  // 	 ATT
        "outbound_effective_in10s_sum_duration":  // 	 10s Talk Time
        "outbound_effective_in20s_sum_duration":  // 	 20s Talk Time
        "outbound_effective_in30s_sum_duration":  // 	 30s Talk Time
        "outbound_effective_in40s_sum_duration":  // 	 40s Talk Time
        "outbound_effective_in50s_sum_duration":  // 	 50s Talk Time
        "outbound_effective_in60s_sum_duration":  // 	 60s Talk Time
        "outbound_effective_in10s_average_duration":  // 	 10s ATT
        "outbound_effective_in20s_average_duration":  // 	 20s ATT
        "outbound_effective_in30s_average_duration":  // 	 30s ATT
        "outbound_effective_in40s_average_duration":  // 	 40s ATT
        "outbound_effective_in50s_average_duration":  // 	 50s ATT
        "outbound_effective_in60s_average_duration":  // 	 60s ATT
      }
    ]
    "metric": [
      {
        "inbound_agent_partits":  // 	 Calling Agent
        "inbound_agent_answer_partits":  // 	 Answered Call of Agent
        "inbound_agent_unAnswer_partits":  // 	 Missed Inbound Calls
        "inbound_agent_ringing_partits":  // 	 Direct Calls
        "inbound_agent_ringingAnswer_partits":  // 	 Direct Answered
        "inbound_agent_dialing_partits":  // 	 Dialing Inbound Calls
        "inbound_agent_ringingUnAnswer_partits":  // 	 Missed Direct Calls
        "inbound_agent_transferBy_partits":  // 	 Trans-to-Agent
        "inbound_agent_transferByAnswer_partits":  // 	 Trans-to-Agent Answer
        "inbound_agent_transferByUnAnswer_partits":  // 	 Trans-to-Agent Missed
        "inbound_agent_consultBy_partits":  // 	 Agent Inquiry Calls
        "inbound_agent_consultByAnswer_partits":  // 	 Answered Inquiry Calls
        "inbound_agent_consultByUnAnswer_partits":  // 	 Missed Inquiry Calls
        "inbound_agent_ringingQuickHangup_partits":  // 	 Customer Fast Clear Down
        "inbound_agent_effectiveTalkIn10s_partits":  // 	 10s Talk
        "inbound_agent_effectiveTalkIn20s_partits":  // 	 20s Talk
        "inbound_agent_effectiveTalkIn30s_partits":  // 	 30s Talk
        "inbound_agent_effectiveTalkIn40s_partits":  // 	 40s Talk
        "inbound_agent_effectiveTalkIn50s_partits":  // 	 50s Talk
        "inbound_agent_effectiveTalkIn60s_partits":  // 	 60s Talk
        "inbound_agent_effectiveTalkIn10s_radio":  // 	 10s Talk %
        "inbound_agent_effectiveTalkIn20s_radio":  // 	 20s Talk %
        "inbound_agent_effectiveTalkIn30s_radio":  // 	 30s Talk %
        "inbound_agent_effectiveTalkIn40s_radio":  // 	 40s Talk %
        "inbound_agent_effectiveTalkIn50s_radio":  // 	 50s Talk %
        "inbound_agent_effectiveTalkIn60s_radio":  // 	 60s Talk %
        "inbound_agent_ringing_radio":  // 	 Dialing Inbound Answer %
        "inbound_agent_ringingIn10s_partits":  // 	 10s Dialing Answer
        "inbound_agent_ringingIn15s_partits":  // 	 15s Dialing Answer
        "inbound_agent_ringingIn20s_partits":  // 	 20s Dialing Answer
        "inbound_agent_ringingIn25s_partits":  // 	 25s Dialing Answer
        "inbound_agent_ringingIn30s_partits":  // 	 30s Dialing Answer
        "inbound_agent_ringingIn10s_talk_radio":  // 	 10s Dialing Call Answer %
        "inbound_agent_ringingIn15s_talk_radio":  // 	 15s Dialing Call Answer %
        "inbound_agent_ringingIn20s_talk_radio":  // 	 20s Dialing Call Answer %
        "inbound_agent_ringingIn25s_talk_radio":  // 	 25s Dialing Call Answer %
        "inbound_agent_ringingIn30s_talk_radio":  // 	 30s Dialing Call Answer %
        "inbound_agentAnswer_average_duration":  // 	 Avg. Answer Speed
        "inbound_agentTalk_duration":  // 	 Talk Duration
        "inbound_agentTalk_average_duration":  // 	 ATT
        "inbound_agent_ACW_duration":  // 	 Sorting duration
        "inbound_agent_ACW_average_duration":  // 	 Avg. sorting duration
        "inbound_agent_AHT_duration":  // 	 Processing duration
        "inbound_agent_AHT_average_duration":  // 	 AHT
        "outbound_calls":  // 	 Outbound Call
        "outbound_customer_noAnswer_calls":  // 	 Missed
        "outbound_customer_answer_calls":  // 	 Answer Times
        "outbound_answer_ratio":  // 	 Answered Outbound Call%
        "outbound_agent_effectiveTalkIn10s_partits":  // 	 10s Talk
        "outbound_agent_effectiveTalkIn20s_partits":  // 	 20s Talk
        "outbound_agent_effectiveTalkIn30s_partits":  // 	 30s Talk
        "outbound_agent_effectiveTalkIn40s_partits":  // 	 40s Talk
        "outbound_agent_effectiveTalkIn50s_partits":  // 	 50s Talk
        "outbound_agent_effectiveTalkIn60s_partits":  // 	 60s Talk
        "outbound_agent_effectiveTalkIn10s_radio":  // 	 10s Talk %
        "outbound_agent_effectiveTalkIn20s_radio":  // 	 20s Talk %
        "outbound_agent_effectiveTalkIn30s_radio":  // 	 30s Talk %
        "outbound_agent_effectiveTalkIn40s_radio":  // 	 40s Talk %
        "outbound_agent_effectiveTalkIn50s_radio":  // 	 50s Talk %
        "outbound_agent_effectiveTalkIn60s_radio":  // 	 60s Talk %
        "outbound_calls_duration":  // 	 Call Time
        "outbound_calls_talk_duration":  // 	 Talk Duration
        "outbound_calls_average_duration":  // 	 ATT
        "outbound_effective_in10s_sum_duration":  // 	 10s Talk Time
        "outbound_effective_in20s_sum_duration":  // 	 20s Talk Time
        "outbound_effective_in30s_sum_duration":  // 	 30s Talk Time
        "outbound_effective_in40s_sum_duration":  // 	 40s Talk Time
        "outbound_effective_in50s_sum_duration":  // 	 50s Talk Time
        "outbound_effective_in60s_sum_duration":  // 	 60s Talk Time
        "outbound_effective_in10s_average_duration":  // 	 10s ATT
        "outbound_effective_in20s_average_duration":  // 	 20s ATT
        "outbound_effective_in30s_average_duration":  // 	 30s ATT
        "outbound_effective_in40s_average_duration":  // 	 40s ATT
        "outbound_effective_in50s_average_duration":  // 	 50s ATT
        "outbound_effective_in60s_average_duration":  // 	 60s ATT
      }
    ],
    "total": 1,
    "currPage": 1,
    "pageSize": 15
  }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177

# ● Service Summary Report

API URL ：https://openapi.soboten.com/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"
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
# ● 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"
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84

# ● Inbound Bot Report

API URL ：https://openapi.soboten.com/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
    }
}
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87

# 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
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
# ● 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.
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
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
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.
customerNumber String No Customer Phone No.
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
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
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 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
sourceCode String No source record code
sourceRecordSubId String No source record sub id
sourceRecordSubCode String No source record sub code
sourceRecordMainId String No source record main id
sourceRecordMainCode String No source record main code
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
# ● 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
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_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
Total inbound calls inbound_total_calls Counter Total inbound calls
No. of bot inbound calls robot_inbound_calls Counter Total no. of inbound bot calls.
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: 11/15/2024, 3:40:02 PM

← Call Capability (https)→

Update Date
01
AI Agent API
09-09
02
LINE API
06-25
03
Facebook Messenger API
04-28
More Articles>
Theme by Vdoing