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Home Page Artificial Intelligence Cloud Call Service Developer Reference API Reference (2019-10-15) API catalog Hotline monitoring data GetAgentStatistics

GetAgentStatistics

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Obtain agent-level statistics under hotline monitoring. Supports querying by instance, time range, agent, and department group.

Operation description

queries per second (QPS) limit

  • Per-user invocation frequency: 100 times per second.

  • API-wide invocation frequency: 100 times per second.

Note

Throttling is triggered if the total invocations from multiple users exceed the API-wide frequency limit.

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RAM authorization

No authorization for this operation. If you encounter issues with this operation, contact technical support.

Request parameters

Parameter

Type

Required

Description

Example
InstanceId

string

Yes

AICCS instance ID.
You can obtain it from Instance Management in the left-side navigation pane of the Artificial Intelligence Cloud Call Service console.

ccc_xp_pre-cn-***
StartDate

integer

No

Start UNIX timestamp, in milliseconds.

1615083365000
EndDate

integer

No

End Datetime Variable as a UNIX timestamp. Unit: milliseconds.

1617761765000
PageSize

integer

No

Page size. The value must be greater than 0. Default value: 20.

20
CurrentPage

integer

No

Current page number. The value must be greater than 0. Default value: 1.

1
AgentIds

array

No

List of agent IDs.

integer

No

Agent ID.

You can invoke the GetAgent API and check the AgentId field in the response to obtain the agent ID.

123
DepIds

array

No

List of department IDs.

integer

No

Department ID.

You can invoke the GetAllDepartment API and check the DepartmentId field in the response to obtain the department ID.

100
TimeLatitudeType

string

No

Time latitude type. Valid values:

  • minute: minute

  • hour: hour

minute
ExistDepartmentGrouping

boolean

No

Indicates whether to query by department grouping. Valid values:

  • true: Yes

  • false: No

false
ExistAgentGrouping

boolean

No

Whether to query by agent group. Valid values:

  • true: Yes.

  • false: No.

false

Response elements

Element

Type

Description

Example

object

Schema of Response

RequestId

string

Request ID.

EE338D98-9BD3-4413-B165
Message

string

Description of the status code.

successful
Data

object

Data list.

TotalNum

integer

Total number of records.

4
PageNum

integer

Current page number.

1
PageSize

integer

Page size.

2000
Rows

string

Information is a JSON string of type List.

{"n_resttype_1":15,"t_outcall_speak":829747,"average_incoming_time":"8451.29","n_resttype_3":0,"minute_id":"-1","n_conference_speak":0,"n_resttype_2":0,"n_resttype_5":0,"n_resttype_4":0,"n_resttype_7":0,"n_resttype_6":0,"n_resttype_9":0,"n_resttype_8":0,"n_outcall_dial":25,"total_break_time":"58555","n_internal_speak":0,"n_send_step_transfer":7,"n_consulted_internal_speak":0}
Code

string

Status code. A return value of 200 indicates that the request succeeded.

200
Success

string

Indicates whether the API was invoked successfully. Valid values:

  • true: Succeeded.

  • false: Failed.

true

Description of the Rows parameter in the response:

t_incall_ring: Incoming ring duration  
t_incall_speak: Incoming call duration  
t_outcall_dial: Dial-up duration (external)  
t_outcall_speak: Outgoing call duration  
t_internal_dial: Internal dial-up duration  
t_internal_speak: Internal call duration  
t_internal_ring: Internal ring duration  
t_consult_internal_speak: Consultation duration (internal)  
t_consulted_internal_ring: Ring duration when consulted (internal)  
t_consulted_internal_speak: Duration when consulted (internal)  
t_consult_external_speak: Consultation duration (external)  
t_conference_speak: Conference duration  
t_hold: Hold duration  
t_held: Duration held by others  
t_login: Logon duration  
t_resttype_1: Regular break duration  
t_resttype_2: Meal break duration  
t_resttype_3: Meeting break duration  
t_resttype_4: Coaching break duration  
t_resttype_5: Training break duration  
t_resttype_98: System-forced break duration  
t_resttype_99: Agent sign-in break duration  
t_idle: Idle duration  
t_acw: Post-processing duration (outbound)  
t_outcall_acw_end: Outbound post-processing duration  
t_incall_acw_end: Inbound post-processing duration  
n_incall_ring: Number of incoming rings  
n_incall_speak: Number of incoming calls  
n_outcall_dial: Number of dial-up attempts (external)  
n_outcall_speak: Number of outgoing calls  
n_internal_dial: Number of internal dial-up attempts  
n_internal_speak: Number of internal calls  
n_internal_ring: Number of internal rings  
n_consult_internal_dial: Number of consultation requests initiated (internal)  
n_consult_internal_speak: Number of consultations (internal)  
n_consulted_internal_ring: Number of rings received during consultation (internal)  
n_consulted_internal_speak: Number of times consulted (internal)  
n_consult_external_dial: Number of consultation requests initiated (external)  
n_consult_external_speak: Number of consultations (external)  
n_send_conference: Number of conferences initiated  
n_conference_speak: Number of conferences  
n_send_step_transfer: Number of single-step transfers initiated  
n_send_finish_transfer: Number of two-step transfers  
n_send_monitor_error: Number of failed monitoring attempts  
n_hold: Number of holds  
n_held: Number of times held by others  
n_resttype_1: Number of regular breaks  
n_resttype_2: Number of meal breaks  
n_resttype_3: Number of meeting breaks  
n_resttype_4: Number of coaching breaks  
n_resttype_5: Number of training breaks  
n_resttype_98: Number of system-forced breaks  
n_resttype_99: Number of agent sign-in breaks  
n_acw: Number of post-processing actions  
n_outcall_acw_end: Number of post-processing actions for outbound calls  
n_incall_acw_end: Number of post-processing actions for inbound calls

Examples

Success response

JSON format

{
  "RequestId": "EE338D98-9BD3-4413-B165",
  "Message": "successful",
  "Data": {
    "TotalNum": 4,
    "PageNum": 1,
    "PageSize": 2000,
    "Rows": "{\"n_resttype_1\":15,\"t_outcall_speak\":829747,\"average_incoming_time\":\"8451.29\",\"n_resttype_3\":0,\"minute_id\":\"-1\",\"n_conference_speak\":0,\"n_resttype_2\":0,\"n_resttype_5\":0,\"n_resttype_4\":0,\"n_resttype_7\":0,\"n_resttype_6\":0,\"n_resttype_9\":0,\"n_resttype_8\":0,\"n_outcall_dial\":25,\"total_break_time\":\"58555\",\"n_internal_speak\":0,\"n_send_step_transfer\":7,\"n_consulted_internal_speak\":0}"
  },
  "Code": "200",
  "Success": "true"
}

Error codes

HTTP status code

Error code

Error message

Description
500 SystemError A system error occurred. Please contact the administrator.

See Error Codes for a complete list.

Release notes

See Release Notes for a complete list.

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