Querying Service Quality for Skill Queues in Batches

Scenario

This interface is used to query data of a 5-minute interval that includes the start point of the last 5 minutes.

The last 5 minutes indicate the 5 minutes before the current time. For a 5-minute interval, both the start time and end time end with 0 or 5, in minutes, for example, 00 to 05 and 05 to 10.

If the software parameter P50 is set to 1 on the WAS configuration console, the callstatinfos field does not count the number of calls in the scenarios where no CDR is generated, for example, no agent is on duty, the queue is busy, or the queue overflows.

Involved scenarios:

1. When a call is routed to skill queue 1 and no agent is on duty in skill queue 1, the call is transferred to skill queue 2. In this scenario, only media CDRs related to skill queue 2 are generated, and no CDR is generated for skill queue 1. Calls only of skill queue 2 are counted.

2. When a call is routed to skill queue 1 and the number of queuing calls in skill queue 1 exceeds the maximum (the forwarding on busy condition is set to the device usage), the call is transferred from skill queue 1 to skill queue 2. In this scenario, only media CDRs related to skill queue 2 are generated, and no CDR is generated for skill queue 1. Calls only of skill queue 2 are counted.

3. When a call is routed to skill queue 1 and the predicted queuing duration in skill queue 1 exceeds the configured duration for transfer in busy hours (the forwarding on busy condition is set to the waiting duration), the call is transferred from skill queue 1 to skill queue 2. In this scenario, only media CDRs related to skill queue 2 are generated, and no CDR is generated for skill queue 1. Calls only of skill queue 2 are counted.

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/callStatInfos

Request URL

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

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** Parameter in the request 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 VCC. The value ranges from 1 to 5000.
3	skillIds	Array	Yes	Object array of skill queue ID information. The array contains a maximum of 1,000 characters. The value ranges from 1 to 5000.

Response Description

**Table 3** Parameter in the response body
No.	Parameter	Value Type	Description
1	resultCode	String	Query result. The options are as follows: 0100000: success Other values: failure For details about the failure causes, see Error Code Reference.
2	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
No.	Parameter	Value Type	Description
2.1	skillId	Integer	Skill queue ID.
2.2	statStartTime	Long	Time when the statistics collection starts. The value is a timestamp in milliseconds.
2.3	inCallNum	Long	Total number of inbound calls in the current 5 minutes in a skill queue.
2.4	connectedNum	Long	Total number of connected calls in the current 5 minutes in a skill queue.
2.5	callLostNum	Long	Total number of lost calls in the current 5 minutes in a skill queue.
2.6	in15sCallNum	Long	Total number of calls that are connected within 15 seconds in the last 5 minutes in a skill queue.
2.7	wait15sLostNum	Long	Total number of lost calls whose queuing duration is less than 15 seconds in the current 5 minutes in a skill queue.
2.8	in20sCallNum	Long	Total number of calls that are connected within 20 seconds in the last 5 minutes in a skill queue.
2.9	wait20sLostNum	Long	Total number of lost calls whose queuing duration is less than 20 seconds in the current 5 minutes in a skill queue.

Message Example

Request header

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

Request parameters

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

Response parameters

{
    "resultCode": "0100000",
    "resultDesc": [
        {
            "in15sCallNum": 0,
            "skillId": 1,
            "wait15sLostNum": 0,
            "callLostNum": 0,
            "in20sCallNum": 0,
            "statStartTime": 1611714900000,
            "wait20sLostNum": 0,
            "inCallNum": 0,
            "connectedNum": 0
        }
    ]
}

Parent topic: Real-Time Interfaces for Skill Queues

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