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 the Number of Agents in Each State in a Skill Group
Updated on 2023-12-19 GMT+08:00
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Querying the Number of Agents in Each State in a Skill Group

Scenario

This interface is invoked to query the number of agents in each state in a skill group.

Interface Method

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

Internal Encapsulation Interface

BMS interface: /ccbms/ws/monitor/agentstatusinfobyskillids

Request URL

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

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 skill queue ID ranges from 1 to 2000.

4

isSkillAllMatch

String

No

Whether the agent skill queue is fully matched.

The value is of the Boolean type. The default value is false. The options are as follows:

  • true: yes. The statistics are collected only when the skill queue to which an agent logs in completely matches the queried skill queue.
  • false: no. The statistics are collected if the skill queue to be queried is contained in the skill queues to which the agent logs in.

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 8.13 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

object

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 8.13 and earlier versions.

4

resultDesc

Object

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

workSubStateBegin

Integer

Number of agents in wrap-up state

2.2

lateAdjust

Integer

Number of agents in wrap-up state.

2.3

usable

Integer

Number of available agents

2.4

rest

Integer

Number of agents in rest state

2.5

studying

Integer

Number of agents in study state.

2.6

setBusy

Integer

Number of agents in busy state

2.7

occupy

Integer

Number of agents in occupied state.

2.8

idle

Integer

Number of agents in idle state

2.9

preoccupy

Integer

Number of agents in preoccupied state.

2.10

answering

Integer

Number of agents in answering state

2.11

talking

Integer

Number of agents in talking state

2.12

loginEd

Integer

Number of sign-in agents

2.13

callOut

Integer

Number of agents who make outbound calls.

Message Example

  • Request header
    Content-Type: application/json;charset=UTF-8
Authorization: ******************
  • Request parameters
    {
    "ccId":1, 
    "vdn":170,
    "skillIds":[1,2],
    "isSkillAllMatch":"true"
}
  • Response parameters
    {
    "result": "0",
    "resultCode": "0100000",
    "resultDatas": {
        "workSubStateBegin": 0,
        "lateAdjust": 0,
        "usable": 0,
        "rest": 0,
        "studying": 0,
        "setBusy": 1,
        "occupy": 0,
        "idle": 0,
        "preoccupy": 0,
        "answering": 0,
        "talking": 0,
        "loginEd": 1,
        "callOut": 1
    },
    "resultDesc": {
        "workSubStateBegin": 0,
        "lateAdjust": 0,
        "usable": 0,
        "rest": 0,
        "studying": 0,
        "setBusy": 1,
        "occupy": 0,
        "idle": 0,
        "preoccupy": 0,
        "answering": 0,
        "talking": 0,
        "loginEd": 1,
        "callOut": 1
    }
}