Querying Current Call Statistics Information About an Agent
Prerequisites
- The agent has signed in.
- The agent is in a call.
Description
This interface is used by an agent that has signed in to query the current call statistics information about an agent.
Frequent invoking of this interface deteriorates performance.
Interface Method
The request method must be set to GET. This interface supports only the GET method.
URI
https://ip:port/agentgateway/resource/calldata/{agentid}/statistics
In the URL, ip indicates the IP address of the CC-Gateway server, and port indicates the HTTPS port number of the CC-Gateway server.
No. |
Parameter |
Data Type |
Mandatory (Yes/No) |
Description |
---|---|---|---|---|
1 |
agentid |
string |
Yes |
Agent ID. The value ranges from 101 to 59999. |
Method Name in Logs
queryCallStatisticsInfo
Request Description
- Message header
Table 2 Parameters in the request message header No.
Parameter
Value Type
Mandatory (Yes/No)
Description
1
Content-Type
string
Yes
Coding mode of the message body. The default value is application/json; charset=UTF-8.
2
Guid
string
Yes
GUID returned by the sign-in interface during static authentication (AUTHMODE is set to 1) or GUID returned by the polling event query interface during dynamic authentication (AUTHMODE is set to 2).
Response Description
No. |
Parameter |
Value Type |
Description |
---|---|---|---|
1 |
message |
string |
Description. |
2 |
retcode |
string |
Error code. The options are as follows: 0: success Other values: failure |
3 |
result |
object |
Current call statistics information about an agent, which is returned after a successful query. For details about the parameters of this object, see Table 4. |
No. |
Parameter |
Value Type |
Description |
---|---|---|---|
3.1 |
talktime |
long |
Total talking duration after sign-in, in seconds. |
3.2 |
answernums |
int |
Number of answered calls after sign-in. |
3.3 |
noanswernums |
int |
Number of calls not answered for a long period after sign-in. |
3.4 |
calloutnums |
int |
Number of outbound calls after sign-in. |
3.5 |
intercallnums |
int |
Number of internal calls after sign-in. |
3.6 |
interhelpnums |
int |
Number of internal help requests after sign-in. |
3.7 |
transfernums |
int |
Number of transferred-in calls after sign-in. |
3.8 |
transferoutnums |
int |
Number of transferred-out calls after sign-in. |
3.9 |
transferivrnums |
int |
Number of calls transferred to IVR after sign-in. |
3.10 |
redirectnums |
int |
Number of redirected calls. |
3.11 |
keepnums |
int |
Number of held calls. |
3.12 |
busynums |
int |
Number of times an agent enters the busy state. |
3.13 |
restnums |
int |
Number of times an agent requests for a leave. |
3.14 |
restoutnums |
int |
Number of times an agent overstays a leave. |
3.15 |
resttime |
long |
Leave duration, in seconds. |
3.16 |
restouttime |
long |
Duration that exceeds the leave, in seconds. |
3.17 |
agentrelease |
int |
Number of calls released by an agent. |
3.18 |
busytime |
long |
Busy duration, in seconds. |
Triggered Event
- None
Error Code
- 100-006
- 100-007
Example
- Message header
Content-Type:application/json; charset=UTF-8 Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1
- Request parameter
- Response parameter
{ "message": "", "retcode": "0", "result": { "talktime": 4328, "answernums": 5, "noanswernums": 0, "calloutnums": 0, "intercallnums": 5, "interhelpnums": 0, "transfernums": 0, "transferoutnums": 0, "transferivrnums": 0, "redirectnums": 0, "keepnums": 0, "busynums": 0, "restnums": 0, "restoutnums": 0, "resttime": 0, "restouttime": 0, "agentrelease": 1, "busytime": 0 } }
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