Help Center/ Cognitive Engagement Center/ API Reference/ Inspection, Monitoring, and Statistics Collection Interface Reference/ Monitoring and Statistics Collection/ Real-Time Data Query/ Real-Time Interfaces for Skill Queues/ Querying Statistics Details of Skill Queues in Batches
Updated on 2023-12-19 GMT+08:00
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Querying Statistics Details of Skill Queues in Batches

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
        }
    ]
}