Querying Statistics Details of Skill Queues in Batches

Updated on 2023-12-19 GMT+08:00

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Scenario

This interface is invoked to query statistics details of skill queues in batches. (CTI 3.6 does not support this interface.)

Interface Method

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

Internal Encapsulation Interface

BMS interfaces:

/ccbms/ws/monitor/querycurrentcallstatinfo
/ccbms/ws/monitor/queryStatInfoOfEverySkill

Request URL

https://ip:port/rest/cmsapp/v1/openapi/skill/stateinfo

In a public cloud environment, ip indicates the IP address of the CC-CMS server, and port indicates the HTTPS port number of the CC-CMS server. Contact the administrator to obtain the values.In a non–public cloud environment where the NSLB service is configured, ip indicates the IP address of the NSLB server, and port indicates the HTTPS port number of the CC-CMS service mapped on the NSLB server.

Request Description

**Table 1** Parameters in the request header
No.	Parameter	Value Type	Mandatory	Description
1	Content-Type	String	Yes	The value is fixed at application/json; charset=UTF-8.
2	Authorization	String	Yes	For details about the generation mode, see C2 Monitoring, System Outbound Call, CDR, and Knowledge Base Interface Authentication.

**Table 2** Parameters in the request message body
No.	Parameter	Value Type	Mandatory	Description
1	ccId	Integer	Yes	ID of a call center. The value ranges from 1 to 65535.
2	vdn	Integer	Yes	ID of a VDN. The value ranges from 1 to 5000.
3	skillIds	Array	Yes	Object array of skill queue ID information. The array cannot exceed 1000 characters. The value ranges from 1 to 2000.

Response Description

**Table 3** Parameters in the response message body
No.	Parameter	Value Type	Description
1	result	String	Query result. The options are as follows: 0: success Other values: failure For details about the failure causes, see Error Code Reference. NOTE: This field is reserved for compatibility with interface response parameters in 8.12 and earlier versions.
2	resultCode	String	Query result. The options are as follows: 0100000: success Other values: failure For details about the failure causes, see Error Code Reference.
3	resultDatas	Array	Object array in the returned result after a successful query. For details about the parameters of the object in this array, see Table 4. NOTE: This field is reserved for compatibility with interface response parameters in 8.12 and earlier versions.
4	resultDesc	Array	Object array in the returned result after a successful query. For details about the parameters of the object in this array, see Table 4.

**Table 4** Parameters of resultDesc/resultDatas
No.	Parameter	Value Type	Description
2.1	skillId	Integer	Skill queue ID.
2.2	agentLoginNums	Long	Number of signed-in agents.
2.3	agentTalkingNums	Long	Number of agents in talking state.
2.4	agentIdleNums	Long	Number of idle agents.
2.5	agentAvailableNums	Long	Number of available agents. The value may be different from the number of idle agents when an agent can have one-to-many conversations.
2.6	agentSetBusyNums	Long	Number of agents who indicate busy.
2.7	agentRestNums	Long	Number of agents who take a rest.
2.8	agentMaxIdleTimeIn5	Long	Maximum idle duration of agents in 5 minutes.
2.9	agentWorkNums	Long	Number of agents in after-call processing state, including agents in wrap-up state.
2.10	agentStudyNums	Long	Number of agents who are in the Study state.
2.11	agentOccupyNums	Long	Number of agents in the occupied state.
2.12	agentPreOccupyNums	Long	Number of preoccupied agents.
2.13	totalCallNums	Long	Total number of processed calls, including the calls that are being processed.
2.14	processingCallNums	Long	Number of calls that are being processed.
2.15	maxCallWaitTimesIn5	Long	Maximum time that a call can wait in 5 minutes.
2.16	callWaitNums	Long	Number of queuing calls (number of calls that are waiting).
2.17	evenCallTimeIn5	Long	Average call duration in 5 minutes.
2.18	evenWaitTimeIn5	Long	Average call waiting duration in 5 minutes.
2.19	allCallCount	Long	Total number of inbound calls in the current 5 minutes.
2.20	cnnedIn20sCallCount	Long	Total number of calls that are connected in 20 seconds in the current 5 minutes.

Message Example

Request header

Content-Type: application/json;charset=UTF-8
Authorization: ******************

Request parameters

{
    "queryParam":
    {
        "ccId":1, 
        "vdn":1, 
        "skillIds":[1,2]
    }
}

Response parameters

{
    "result": "0",
    "resultCode": "0100000",
    "resultDatas": [
        {
            "skillId": 1,
            "agentLoginNums": 1,
            "agentTalkingNums": 0,
            "agentIdleNums": 0,
            "agentAvailableNums": 0,
            "agentSetBusyNums": 1,
            "agentRestNums": 0,
            "agentMaxIdleTimeIn5": 0,
            "agentWorkNums": 0,
            "agentStudyNums": 0,
            "agentOccupyNums": 0,
            "agentPreOccupyNums": 0,
            "totalCallNums": 0,
            "processingCallNums": 0,
            "maxCallWaitTimesIn5": 0,
            "callWaitNums": 0,
            "evenCallTimeIn5": 0,
            "evenWaitTimeIn5": 0,
            "allCallCount": 0,
            "cnnedIn20sCallCount": 0
        },
        {
            "skillId": 2,
            "agentLoginNums": 0,
            "agentTalkingNums": 0,
            "agentIdleNums": 0,
            "agentAvailableNums": 0,
            "agentSetBusyNums": 0,
            "agentRestNums": 0,
            "agentMaxIdleTimeIn5": 0,
            "agentWorkNums": 0,
            "agentStudyNums": 0,
            "agentOccupyNums": 0,
            "agentPreOccupyNums": 0,
            "totalCallNums": 0,
            "processingCallNums": 0,
            "maxCallWaitTimesIn5": 0,
            "callWaitNums": 0,
            "evenCallTimeIn5": 0,
            "evenWaitTimeIn5": 0,
            "allCallCount": 0,
            "cnnedIn20sCallCount": 0
        }
    ],
    "resultDesc": [
        {
            "skillId": 1,
            "agentLoginNums": 1,
            "agentTalkingNums": 0,
            "agentIdleNums": 0,
            "agentAvailableNums": 0,
            "agentSetBusyNums": 1,
            "agentRestNums": 0,
            "agentMaxIdleTimeIn5": 0,
            "agentWorkNums": 0,
            "agentStudyNums": 0,
            "agentOccupyNums": 0,
            "agentPreOccupyNums": 0,
            "totalCallNums": 0,
            "processingCallNums": 0,
            "maxCallWaitTimesIn5": 0,
            "callWaitNums": 0,
            "evenCallTimeIn5": 0,
            "evenWaitTimeIn5": 0,
            "allCallCount": 0,
            "cnnedIn20sCallCount": 0
        },
        {
            "skillId": 2,
            "agentLoginNums": 0,
            "agentTalkingNums": 0,
            "agentIdleNums": 0,
            "agentAvailableNums": 0,
            "agentSetBusyNums": 0,
            "agentRestNums": 0,
            "agentMaxIdleTimeIn5": 0,
            "agentWorkNums": 0,
            "agentStudyNums": 0,
            "agentOccupyNums": 0,
            "agentPreOccupyNums": 0,
            "totalCallNums": 0,
            "processingCallNums": 0,
            "maxCallWaitTimesIn5": 0,
            "callWaitNums": 0,
            "evenCallTimeIn5": 0,
            "evenWaitTimeIn5": 0,
            "allCallCount": 0,
            "cnnedIn20sCallCount": 0
        }
    ]
}

Parent topic: Real-Time Interfaces for Skill Queues

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