Updated on 2024-08-02 GMT+08:00

Querying Current Call Statistics Information About an Agent

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 call duration on the current day, in seconds.

3.2

answernums

int

Number of calls answered on the current day.

3.3

noanswernums

int

Number of calls not answered for a long period on the current day.

3.4

calloutnums

int

Number of outbound calls on the current day.

3.5

intercallnums

int

Number of internal calls on the current day.

3.6

interhelpnums

int

Number of internal help requests on the current day.

3.7

transfernums

int

Number of calls transfers on the current day.

3.8

transferoutnums

int

Number of calls transferred out on the current day.

3.9

transferivrnums

int

Number of calls transferred to the IVR on the current day.

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 rests.

3.14

restoutnums

int

Number of times an agent overstays a rest.

3.15

resttime

long

Rest duration, in seconds.

3.16

restouttime

long

Duration that an agent overstays rests, 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
        }
    }