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 Agents/ Obtaining Agent Operation Details
Updated on 2025-03-31 GMT+08:00
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Obtaining Agent Operation Details

Scenario

This interface is invoked to query agent operation details. The retention period of the queried data is one day.

Interface Method

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

Request URL

https://ip:port/rest/cmsapp/v1/openapi/agent/agentoprinfo

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

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 message body

Parameter

Type

Mandatory

Description

currentAgentId

Integer

Yes

Agent ID. The value ranges from 0 to 99999.

operateType

Integer

No

Operation type. For details, see Table 1.

beginTime

String

Yes

Statistics start time. The value must be in yyyy-MM-dd HH:mm:ss format. The time in the UTC time zone is used.

The time range must be an integer multiple of 15 minutes, and the time span cannot be greater than 24 hours.

endTime

String

Yes

Statistics end time. The value must be in yyyy-MM-dd HH:mm:ss format. The time in the UTC time zone is used.

The time range must be an integer multiple of 15 minutes, and the time span cannot be greater than 24 hours.

ccId

Integer

No

ID of a call center.

  • In the integration environment, the default value is the value of Call Center ID on the Configuration Center > System Management > CMS System Configuration page after the system administrator signs in to the AICC. If this parameter is empty, the data whose sys_key is default_cc_id and sys_type is cms_system_config in the t_cms_sysparam database table is used.
  • In the independent deployment environment, the default value is the value of Default Call Center ID on the Configuration Center > System Management > Parameter Settings page after the system administrator signs in to the AICC.

The operation objects and operation reasons are marked "-", indicating that the agent operation table does not need to be recorded for the corresponding operation types.

Response Description

Table 3 Parameters in the message body

Parameter

Type

Description

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.

resultCode

String

Query result. The options are as follows:

  • 0100000: success
  • Other values: failure
  • For details about the failure causes, see Error Code Reference.

resultDatas

List

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.

resultDesc

List

Object list 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

Parameter

Type

Description

id

String

Configuration ID.

callId

String

Call ID.

phoneNo

String

Agent phone number or conference ID.

subCcNo

Integer

Subsystem ID.

currentAgentId

Integer

ID of an agent.

currentSkillId

Integer

ID of the skill queue to which a call belongs.

mediaType

Integer

Media type. For details, see Table 1.

beginTime

String

Start time of the statistics collection operation. The UTC time zone is used.

endTime

String

End time of the statistics collection operation. The UTC time zone is used.

vdn

Integer

ID of the VDN that processes a call.

callType

Integer

Call type. For details, see Table 1.

serviceNo

Integer

Business type ID.

operateType

Integer

Operation type. For details, see Table 1.

operateObject

Integer

Operation object. For details, see Table 1.

operateCause

Integer

Operation reason. For details, see Table 1.

agentType

Integer

Agent type. For details, see Table 1.

locationId

Integer

Distributed node ID.

logonSn

String

Sign-in SN.

skillInfoSn

String

Index of the skills owned by an agent.

If this field is empty, the agent does not have the task skill. For example, when an agent signs in, this field is empty.

Message Example

  • Request header 
    Content-Type: application/json;charset=UTF-8
Authorization: ******************
  • Request parameters 
    {
    "ccId": 1,
    "operateType": 2,
    "currentAgentId": 35001,
    "beginTime": "2024-08-02 00:00:00",
    "endTime": "2024-08-02 23:00:00"
}
  • Response parameters 
    {
    "result": "0",
    "resultCode": "0100000",
    "resultDatas": [
        {
            "callId": "5",
            "operateCause": 0,
            "vdn": 1,
            "agentType": 11,
            "operateType": 2,
            "currentSkillId": 1,
            "mediaType": 10,
            "operateObject": 23,
            "callType": 0,
            "phoneNo": "'05276789'",
            "logonSn": "2024080214194100005209009",
            "skillInfoSn": "2024080214194300005209050",
            "locationId": 1,
            "currentAgentId": 35001,
            "subCcNo": 1,
            "serviceNo": 1,
            "beginTime": "2024-08-02 06:19:44",
            "endTime": "2024-08-02 06:20:08",
            "id": "172257960827964297019273683535"
        }
    ],
    "resultDesc": [
        {
            "callId": "5",
            "operateCause": 0,
            "vdn": 1,
            "agentType": 11,
            "operateType": 2,
            "currentSkillId": 1,
            "mediaType": 10,
            "operateObject": 23,
            "callType": 0,
            "phoneNo": "'05276789'",
            "logonSn": "2024080214194100005209009",
            "skillInfoSn": "2024080214194300005209050",
            "locationId": 1,
            "currentAgentId": 35001,
            "subCcNo": 1,
            "serviceNo": 1,
            "beginTime": "2024-08-02 06:19:44",
            "endTime": "2024-08-02 06:20:08",
            "id": "172257960827964297019273683535"
        }
    ]
}