调用接口:ListSkillGroupSummaryReports获取技能组汇总报表
调试
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请求参数
名称 | 类型 | 是否必选 | 示例值 | 描述 |
---|---|---|---|---|
Action | String | 是 | ListSkillGroupSummaryReports |
系统规定参数。取值:ListSkillGroupSummaryReports。 |
EndTime | String | 是 | 2018-01-10 00:00:00 |
终止日期,格式yyyy-MM-dd HH:mm:ss;需要注意目前仅支持按天维度的查询,参数设置请参考案例。 |
InstanceId | String | 是 | b0eb2742-f37e-4c67-82d4-25c651c1c450 |
呼叫中心实例ID |
StartTime | String | 是 | 2018-01-10 00:00:00 |
起始日期,格式yyyy-MM-dd HH:mm:ss,;需要注意目前仅支持按天维度的查询,参数设置请参考案例,同时不得早于6个月前的时间点。 |
SkillGroupIds | String | 否 | 8fb654c6-17c6-4501-ba57-f5ddeb919814 |
技能组ID列表,使用“,”隔开,最多50个;不传查询全部. |
PageNumber | Integer | 否 | 1 |
分页序号,默认值为1。 |
PageSize | Integer | 否 | 2 |
分页大小,默认值为10,最大是100。 |
返回数据
名称 | 类型 | 示例值 | 描述 |
---|---|---|---|
Code | String | OK |
响应码 |
HttpStatusCode | Integer | 200 |
HTTP状态码 |
Message | String | 无 |
响应信息 |
PagedSkillGroupSummaryReport | Struct |
报表 |
|
List | Array of SkillGroupSummaryReport |
列表 |
|
SkillGroupSummaryReport | |||
Inbound | Struct |
呼入指标 |
|
AbandonedInQueueOfQueueCount | Long | 0 |
技能组排队放弃次数。 |
AnsweredByAgentOfQueueCount | Long | 0 |
技能组人工接起次数。 |
AnsweredByAgentOfQueueMaxWaitTimeDuration | Long | 0 |
坐席接起时队列最大等待时间。 |
AnsweredByAgentOfQueueWaitTimeDuration | Long | 0 |
坐席接起时队列等待时间。 |
AverageRingTime | Long | 0 |
平均振铃时长,单位秒。 |
AverageTalkTime | Long | 0 |
平均通话时长,单位秒。 |
AverageWorkTime | Long | 0 |
平均话后处理时长,单位秒。 |
CallsHandled | Long | 0 |
电话应答数。 |
CallsOffered | Long | 0 |
电话呼入数。 |
GiveUpByAgentOfQueueCount | Long | 0 |
技能组振铃放弃次数。 |
HandleRate | Float | 0 |
应答率,单位%。 |
InComingQueueOfQueueCount | Long | 0 |
技能组呼入次数。 |
MaxRingTime | Long | 0 |
最大振铃时长,单位秒。 |
MaxTalkTime | String | 0 |
总通话时长,单位秒。 |
MaxWorkTime | Long | 0 |
总话后处理时长,单位秒。 |
OverFlowInQueueOfQueueCount | Long | 0 |
技能组排队超时次数。 |
QueueMaxWaitTimeDuration | Long | 0 |
队列最大等待时间。 |
QueueWaitTimeDuration | Long | 0 |
队列等待时间。 |
SatisfactionIndex | Float | 0 |
满意度指数,单位%。 |
SatisfactionSurveysOffered | Long | 0 |
满意度调查发送次数。 |
SatisfactionSurveysResponded | Long | 0 |
满意度调查响应次数。 |
ServiceLevel20 | Float | 0 |
服务水平即20s应答率,单位%。 |
TotalRingTime | Long | 0 |
总振铃时长,单位秒。 |
TotalTalkTime | Long | 0 |
总通话时长,单位秒。 |
TotalWorkTime | Long | 0 |
总话后处理时长,单位秒。 |
InstanceId | String | b0eb2742-f37e-4c67-82d4-25c651c1c450 |
呼叫中心实例ID |
Outbound | Struct |
呼出指标 |
|
AnswerRate | Float | 0.5 |
接通率,单位%。 |
AverageDialingTime | Long | 14 |
平均拨号时长,单位秒。 |
AverageTalkTime | Long | 2 |
平均通话时长,单位秒。 |
AverageWorkTime | Long | 1 |
平均话后处理时长,单位秒。 |
CallsAnswered | Long | 0 |
电话接通量。 |
CallsDialed | Long | 2 |
电话拨号量。 |
MaxDialingTime | Long | 14 |
最大拨号时长,单位秒。 |
MaxTalkTime | Long | 2 |
最大通话时长,单位秒。 |
MaxWorkTime | Long | 1 |
总话后处理时长,单位秒。 |
SatisfactionIndex | Float | 0 |
满意度指数,单位%。 |
SatisfactionSurveysOffered | Long | 0 |
满意度调查发送次数。 |
SatisfactionSurveysResponded | Long | 0 |
满意度调查响应次数。 |
TotalDialingTime | Long | 28 |
总拨号时长,单位秒。 |
TotalTalkTime | Long | 2 |
总通话时长,单位秒。 |
TotalWorkTime | Long | 1 |
总话后处理时长,单位秒。 |
Overall | Struct |
整体指标 |
|
AverageReadyTime | Long | 225 |
平均就绪时长,单位为秒。 |
AverageTalkTime | Long | 2 |
平均通话时长,单位秒。 |
AverageWorkTime | Long | 1 |
平均话后处理时长,单位秒。 |
MaxReadyTime | Long | 480 |
最大就绪时长,单位为秒。 |
MaxTalkTime | Long | 2 |
最大通话时长,单位秒。 |
MaxWorkTime | Long | 1 |
总话后处理时长,单位秒。 |
OccupancyRate | Float | 0.0025906735099852085 |
座席利用率,单位%。 |
SatisfactionIndex | Float | 0 |
满意度指数,单位%。 |
SatisfactionSurveysOffered | Long | 0 |
满意度调查发送次数。 |
SatisfactionSurveysResponded | Long | 0 |
满意度调查响应次数。 |
TotalBreakTime | Long | 1 |
总小休时长,单位为秒。 |
TotalCalls | Long | 1 |
总电话接待量。包括应答的呼入电话和接通的呼出电话。 |
TotalLoggedInTime | Long | 1158 |
总登录时长,单位秒。 |
TotalReadyTime | Long | 1126 |
总就绪时长,单位为秒。 |
TotalTalkTime | Long | 2 |
总通话时长,单位秒。 |
TotalWorkTime | Long | 1 |
总话后处理时长,单位秒。 |
SkillGroupId | String | 8fb654c6-17c6-4501-ba57-f5ddeb919814 |
技能组ID |
SkillGroupName | String | 其他服务 |
技能组名称 |
PageNumber | Integer | 1 |
分页序号 |
PageSize | Integer | 2 |
分页大小 |
TotalCount | Integer | 2 |
总个数 |
RequestId | String | 11C37A88-C5D4-4538-A768-AFFFC2397896 |
请求ID |
Success | Boolean | true |
是否成功 |
示例
请求示例
http(s)://[Endpoint]/?Action=ListSkillGroupSummaryReports
&EndTime=2018-01-10 00:00:00
&InstanceId=b0eb2742-f37e-4c67-82d4-25c651c1c450
&StartTime=2018-01-10 00:00:00
&<公共请求参数>
正常返回示例
XML
格式
<ListSkillGroupSummaryReportsResponse>
<pagedSkillGroupSummaryReport>
<pageNumber>1</pageNumber>
<pageSize>10</pageSize>
<totalCount>1</totalCount>
<list>
<instanceId>b0eb2742-f37e-4c67-82d4-25c651c1c450</instanceId>
<inbound>
<queueWaitTimeDuration>0</queueWaitTimeDuration>
<maxWorkTime>0</maxWorkTime>
<maxTalkTime>0</maxTalkTime>
<queueMaxWaitTimeDuration>0</queueMaxWaitTimeDuration>
<serviceLevel20>0</serviceLevel20>
<totalTalkTime>0</totalTalkTime>
<giveUpByAgentOfQueueCount>0</giveUpByAgentOfQueueCount>
<averageRingTime>0</averageRingTime>
<maxRingTime>0</maxRingTime>
<satisfactionSurveysResponded>0</satisfactionSurveysResponded>
<totalWorkTime>0</totalWorkTime>
<totalRingTime>0</totalRingTime>
<inComingQueueOfQueueCount>0</inComingQueueOfQueueCount>
<handleRate>0</handleRate>
<answeredByAgentOfQueueWaitTimeDuration>0</answeredByAgentOfQueueWaitTimeDuration>
<overFlowInQueueOfQueueCount>0</overFlowInQueueOfQueueCount>
<satisfactionSurveysOffered>0</satisfactionSurveysOffered>
<averageTalkTime>0</averageTalkTime>
<callsOffered>0</callsOffered>
<averageWorkTime>0</averageWorkTime>
<callsHandled>0</callsHandled>
<answeredByAgentOfQueueCount>0</answeredByAgentOfQueueCount>
<satisfactionIndex>0</satisfactionIndex>
<abandonedInQueueOfQueueCount>0</abandonedInQueueOfQueueCount>
<answeredByAgentOfQueueMaxWaitTimeDuration>0</answeredByAgentOfQueueMaxWaitTimeDuration>
</inbound>
<outbound>
<maxTalkTime>2</maxTalkTime>
<averageTalkTime>2</averageTalkTime>
<totalWorkTime>1</totalWorkTime>
<maxDialingTime>14</maxDialingTime>
<callsDialed>2</callsDialed>
<averageDialingTime>14</averageDialingTime>
<satisfactionSurveysResponded>0</satisfactionSurveysResponded>
<satisfactionIndex>0</satisfactionIndex>
<totalDialingTime>28</totalDialingTime>
<answerRate>0.5</answerRate>
<callsAnswered>1</callsAnswered>
<totalTalkTime>2</totalTalkTime>
<maxWorkTime>1</maxWorkTime>
<averageWorkTime>1</averageWorkTime>
<satisfactionSurveysOffered>0</satisfactionSurveysOffered>
</outbound>
<overall>
<maxReadyTime>480</maxReadyTime>
<maxTalkTime>2</maxTalkTime>
<averageTalkTime>2</averageTalkTime>
<totalWorkTime>1</totalWorkTime>
<totalLoggedInTime>1158</totalLoggedInTime>
<totalReadyTime>1126</totalReadyTime>
<totalBreakTime>1</totalBreakTime>
<satisfactionSurveysResponded>0</satisfactionSurveysResponded>
<satisfactionIndex>0</satisfactionIndex>
<totalCalls>1</totalCalls>
<averageReadyTime>225</averageReadyTime>
<totalTalkTime>2</totalTalkTime>
<maxWorkTime>1</maxWorkTime>
<averageWorkTime>1</averageWorkTime>
<occupancyRate>0.0025906735099852085</occupancyRate>
<satisfactionSurveysOffered>0</satisfactionSurveysOffered>
</overall>
<skillGroupName>其他服务</skillGroupName>
<skillGroupId>8fb654c6-17c6-4501-ba57-f5ddeb919814</skillGroupId>
</list>
</pagedSkillGroupSummaryReport>
<code>OK</code>
<requestId>11C37A88-C5D4-4538-A768-AFFFC2397896</requestId>
<success>true</success>
<httpStatusCode>200</httpStatusCode>
</ListSkillGroupSummaryReportsResponse>
JSON
格式
{
"pagedSkillGroupSummaryReport": {
"pageNumber": 1,
"pageSize": 10,
"totalCount": 1,
"list": [
{
"instanceId": "b0eb2742-f37e-4c67-82d4-25c651c1c450",
"inbound":{
"queueWaitTimeDuration":0,
"maxWorkTime":0,
"maxTalkTime":0,
"queueMaxWaitTimeDuration":0,
"serviceLevel20":0,
"totalTalkTime":0,
"giveUpByAgentOfQueueCount":0,
"averageRingTime":0,
"maxRingTime":0,
"satisfactionSurveysResponded":0,
"totalWorkTime":0,
"totalRingTime":0,
"inComingQueueOfQueueCount":0,
"handleRate":0,
"answeredByAgentOfQueueWaitTimeDuration":0,
"overFlowInQueueOfQueueCount":0,
"satisfactionSurveysOffered":0,
"averageTalkTime":0,
"callsOffered":0,
"averageWorkTime":0,
"callsHandled":0,
"answeredByAgentOfQueueCount":0,
"satisfactionIndex":0,
"abandonedInQueueOfQueueCount":0,
"answeredByAgentOfQueueMaxWaitTimeDuration":0
},
"outbound": {
"maxTalkTime": 2,
"averageTalkTime": 2,
"totalWorkTime": 1,
"maxDialingTime": 14,
"callsDialed": 2,
"averageDialingTime": 14,
"satisfactionSurveysResponded": 0,
"satisfactionIndex": 0,
"totalDialingTime": 28,
"answerRate": 0.5,
"callsAnswered": 1,
"totalTalkTime": 2,
"maxWorkTime": 1,
"averageWorkTime": 1,
"satisfactionSurveysOffered": 0
},
"overall": {
"maxReadyTime": 480,
"maxTalkTime": 2,
"averageTalkTime": 2,
"totalWorkTime": 1,
"totalLoggedInTime": 1158,
"totalReadyTime": 1126,
"totalBreakTime": 1,
"satisfactionSurveysResponded": 0,
"satisfactionIndex": 0,
"totalCalls": 1,
"averageReadyTime": 225,
"totalTalkTime": 2,
"maxWorkTime": 1,
"averageWorkTime": 1,
"occupancyRate": 0.0025906735099852085,
"satisfactionSurveysOffered": 0
},
"skillGroupName": "其他服务",
"skillGroupId": "8fb654c6-17c6-4501-ba57-f5ddeb919814"
}
]
},
"code": "OK",
"requestId": "11C37A88-C5D4-4538-A768-AFFFC2397896",
"success": true,
"httpStatusCode": 200
}
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