Querying Current Call Statistics Information About an Agent

Updated on 2023-09-27 GMT+08:00

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Prerequisites

The agent has signed in.
The agent is in a call.

Description

This interface is used by an agent that has signed in to query the current call statistics information about an agent.

Frequent invoking of this interface deteriorates performance.

Interface Method

The request method must be set to GET. This interface supports only the GET method.

URI

https://ip:port/agentgateway/resource/calldata/{agentid}/statistics

In the URL, ip indicates the IP address of the CC-Gateway server, and port indicates the HTTPS port number of the CC-Gateway server.

**Table 1** Parameter in the URI
No.	Parameter	Data Type	Mandatory (Yes/No)	Description
1	agentid	string	Yes	Agent ID. The value ranges from 101 to 59999.

Method Name in Logs

queryCallStatisticsInfo

Request Description

Message header

**Table 2** Parameters in the request message header
No.	Parameter	Value Type	Mandatory (Yes/No)	Description
1	Content-Type	string	Yes	Coding mode of the message body. The default value is application/json; charset=UTF-8.
2	Guid	string	Yes	GUID returned by the sign-in interface during static authentication (AUTHMODE is set to 1) or GUID returned by the polling event query interface during dynamic authentication (AUTHMODE is set to 2).

Message body
None

Response Description

**Table 3** Parameters in the message body
No.	Parameter	Value Type	Description
1	message	string	Description.
2	retcode	string	Error code. The options are as follows: 0: success Other values: failure
3	result	object	Current call statistics information about an agent, which is returned after a successful query. For details about the parameters of this object, see Table 4.

**Table 4** Parameter description of result
No.	Parameter	Value Type	Description
3.1	talktime	long	Total talking duration after sign-in, in seconds.
3.2	answernums	int	Number of answered calls after sign-in.
3.3	noanswernums	int	Number of calls not answered for a long period after sign-in.
3.4	calloutnums	int	Number of outbound calls after sign-in.
3.5	intercallnums	int	Number of internal calls after sign-in.
3.6	interhelpnums	int	Number of internal help requests after sign-in.
3.7	transfernums	int	Number of transferred-in calls after sign-in.
3.8	transferoutnums	int	Number of transferred-out calls after sign-in.
3.9	transferivrnums	int	Number of calls transferred to IVR after sign-in.
3.10	redirectnums	int	Number of redirected calls.
3.11	keepnums	int	Number of held calls.
3.12	busynums	int	Number of times an agent enters the busy state.
3.13	restnums	int	Number of times an agent requests for a leave.
3.14	restoutnums	int	Number of times an agent overstays a leave.
3.15	resttime	long	Leave duration, in seconds.
3.16	restouttime	long	Duration that exceeds the leave, in seconds.
3.17	agentrelease	int	Number of calls released by an agent.
3.18	busytime	long	Busy duration, in seconds.

Triggered Event

None

Error Code

100-006
100-007

Example

Message header

Content-Type:application/json; charset=UTF-8
Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1

Request parameter
None

Response parameter

{
    "message": "",
    "retcode": "0",
    "result": {
        "talktime": 4328,
        "answernums": 5,
        "noanswernums": 0,
        "calloutnums": 0,
        "intercallnums": 5,
        "interhelpnums": 0,
        "transfernums": 0,
        "transferoutnums": 0,
        "transferivrnums": 0,
        "redirectnums": 0,
        "keepnums": 0,
        "busynums": 0,
        "restnums": 0,
        "restoutnums": 0,
        "resttime": 0,
        "restouttime": 0,
        "agentrelease": 1,
        "busytime": 0
    }
}

Parent topic: Call Data (calldata)

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