GetHistoricalInstanceReport-阿里云帮助中心

You can invoke GetHistoricalInstanceReport to obtain the historical data report for a specified instance.

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Request parameters

Parameter	Type	Required	Description	Example
InstanceId	string	Yes	Instance ID.	ccc-test
StartTime	integer	No	The start time of the Historical Data to retrieve, in UNIX timestamp format with millisecond precision. This parameter is optional. The default value is 00:00:00 of the current day. The earliest allowed time is 180 days before the current time. The time precision for statistics is hourly, snapped to the previous full hour, and the interval is closed.	1532448000000
EndTime	integer	No	The end time of the Historical Data to retrieve, in UNIX timestamp format with millisecond precision. This parameter is optional. The default value is the current time. The time precision for statistics is hourly, snapped to the next full hour, and the interval is open. For example, if the start time is 11:12:20 and the end time is 11:45:50, the snapped input parameter Time Range becomes [11:00:00, 12:00:00), meaning greater than or equal to 11:00:00 and less than 12:00:00.	1532707199000
MediaType	string	No	Media Type. The default value is Audio. Other valid values include Chat and Video.	VIDEO

Response elements

Element	Type	Description	Example
	object
Code	string	Response code.	OK
HttpStatusCode	integer	HTTP status code.	200
Message	string	Response message.	无
RequestId	string	Request ID.	943D8EF3-3321-471F-A104-51C96FCA94D6
Data	object	Data.
Inbound	object	Inbound data.
AverageRingTime	number	Average ring time in seconds. Calculation Formula: TotalRingTime / CallsRinged.	0
CallsVoicemail	integer	Number of calls transferred to voicemail. The count increases by 1 when a call enters the voicemail module configured in IVR.	0
MaxAbandonedInIVRTime	integer	Maximum IVR abandonment duration, in seconds. IVR abandonment is defined as a customer hanging up during IVR interaction. This does not include hang-ups while waiting in queue or during agent ringing after call assignment.	100
CallsHandled	integer	Acknowledgement count, which refers to the number of calls answered by agents. If a single call is answered by multiple agents, it is counted only once.	0
CallsIVRException	integer	Number of calls with IVR exceptions. A call is counted when the IVR enters a hang-up reason node and the hang-up reason configured in that node is "transfer to agent failed."	0
CallsAbandonedInIVR	integer	Number of calls abandoned in IVR, which refers to the count of calls where the customer hung up during the IVR flow after entering it. This is determined by the hang-up reason in call details being marked as "IVR abandoned."	0
MaxWorkTime	integer	Maximum post-processing time, in seconds.	0
TotalHoldTime	integer	Total call hold duration, in seconds.	0
MaxAbandonTime	integer	Maximum abandon time, in seconds. A call is considered abandoned if the customer hangs up after entering the IVR but before an agent answers.	0
AverageAbandonTime	number	Average abandon time, in seconds. Calculation formula: TotalAbandonTime / CallsAbandoned.	0
CallsRinged	integer	Number of calls that rang agents. If a single call is assigned to multiple agents and rings, it is counted once.	0
CallsQueuingFailed	integer	The number of queue failures, which refers to the count of calls where the customer hung up while waiting in the queue after entering it.	0
TotalRingTime	integer	[responses_200_schema_properties_Data_properties_Inbound_properties_CallsQueuingFailed_type]integer	0
AbandonRate	number	Abandon rate. Calculation Formula: CallsAbandoned / CallsOffered (because abandonment events and assignment events may fall into different time ranges, the result may exceed 100% in certain cases).	0
TotalTalkTime	integer	[responses_200_schema_properties_Data_properties_Inbound_properties_CallsToVoicemail_type]integer	0
MaxAbandonedInRingTime	integer	Maximum ringing abandonment duration, in seconds. Ringing abandonment is defined as the customer hanging up while the call is ringing on the agent's side after being assigned to the agent.	0
CallsBlindTransferred	integer	The number of blind transfers, which refers to the count of calls directly transferred without consultation. If a single call is transferred multiple times, it is counted as one.	0
AverageAbandonedInIVRTime	number	Average IVR abandonment duration, in seconds. Calculation Formula: TotalAbandonedInIVRTime / CallsAbandonedInIVR.	0
AverageAbandonedInQueueTime	number	[responses_200_schema_properties_Data_properties_Inbound_properties_MaxAbandonedInQueueTime_type]integer	0
MaxWaitTime	integer	Maximum wait time, in seconds.	0
AverageTalkTime	number	Average talk time, in seconds. Calculation Formula: TotalTalkTime / CallsHandled.	0
CallsAttendedTransferred	integer	Number of consultative transfers, which refers to the number of calls that were transferred via consultative transfer. If a single call is transferred multiple times, it is counted as one.	0
TotalAbandonedInIVRTime	integer	Total IVR abandonment duration, in seconds.	0
CallsQueuingOverflow	integer	The number of calls that overflowed from the queue, where queue overflow refers to calls exceeding the queue capacity while waiting in the IVR queue.	0
CallsAbandonedInRing	integer	Number of calls abandoned during ringing, which refers to the quantity of calls where the customer hung up while the agent's phone was ringing.	0
TotalAbandonedInRingTime	integer	[responses_200_schema_properties_Data_properties_Inbound_properties_SatisfactionSurveysOffered_type]integer	0
TotalWorkTime	integer	Total post-processing duration, in seconds.	0
AverageWaitTime	number	[responses_200_schema_properties_Data_properties_Inbound_properties_AverageFirstResponseTime_type]number	0
AverageWorkTime	number	Average post-processing time, in seconds. Calculation formula: TotalWorkTime / CallsHandled.	0
CallsQueued	integer	Number of calls entering the queue. If a single call enters the queue multiple times, it is counted once.	0
AverageAbandonedInRingTime	number	Average ring-time abandon duration, in seconds. Calculation formula: TotalAbandonedInRingTime / CallsAbandonedInRing.	0
SatisfactionIndex	number	[responses_200_schema_properties_Data_properties_Inbound_properties_CallsQueuingOverflow_type]integer	0
CallsAbandoned	integer	Total number of abandoned calls. Calculation Formula: CallsAbandonedInIVR + CallsAbandonedInQueue + CallsAbandonedInRing.	0
MaxAbandonedInQueueTime	integer	Maximum queue abandonment duration, in seconds.	0
CallsAbandonedInVoiceNavigator	integer	Number of calls abandoned in the Intelligent Voice Navigator module.	0
TotalWaitTime	integer	Total wait time, in seconds.	0
MaxTalkTime	integer	Maximum talk time, in seconds.	0
MaxRingTime	integer	Maximum ring duration, in seconds.	0
TotalAbandonTime	integer	Total abandonment duration, in seconds.	0
CallsOffered	integer	[responses_200_schema_properties_Data_properties_Inbound_properties_TotalAbandonedInRingTime_type]integer	0
CallsQueuingTimeout	integer	Number of calls that timed out during the queuing phase.	0
ServiceLevel20	number	Service level within 20 seconds: number of calls with wait time less than or equal to 20 seconds divided by CallsQueued.	0
MaxHoldTime	integer	Maximum hold time, in seconds.	0
CallsForwardToOutsideNumber	integer	Number of calls forwarded to an external number.	0
SatisfactionRate	number	Satisfaction rate. Calculation Formula: Number of evaluations marked as satisfied / Count of satisfaction survey responses.	0
CallsHold	integer	[responses_200_schema_properties_Data_properties_Inbound_properties_TotalAbandonTime_type]integer	0
SatisfactionSurveysOffered	integer	Sending Count of satisfaction surveys.	0
HandleRate	number	[responses_200_schema_properties_Data_properties_Inbound_properties_CallsBlindTransferred_type]integer	0
SatisfactionSurveysResponded	integer	Count of satisfaction survey responses.	0
AverageHoldTime	number	Average call hold duration, in seconds. Calculation Formula: TotalHoldTime / CallsHold.	0
CallsAbandonedInQueue	integer	Number of calls abandoned in queue, which refers to the number of calls where the customer hung up while waiting in the queue after the call entered the queue.	0
TotalAbandonedInQueueTime	integer	Total queue abandon time, in seconds.	0
CallsCausedIVRException	integer	Number of calls that caused IVR exceptions.	0
CallsToVoicemail	integer	The number of calls routed to voicemail.	3
ServiceLevel15	number	Service level within 15 seconds.	0.78
ServiceLevel30	number	Service level within 30 seconds.	0.9
TotalMessagesSent	integer	Total number of messages sent in chat sessions.	12
TotalMessagesSentByAgent	integer	Total number of messages sent by agents in chat sessions.	8
TotalMessagesSentByCustomer	integer	Total number of messages sent by the customer in chat sessions.	4
AverageFirstResponseTime	number	Average first response time for chat sessions, in seconds.	12
AccessChannelTypeDetailList	array<object>	Statistics for each channel.
	object	Statistics for the channel.
AccessChannelType	string	Channel Type.	Web
CallsOffered	integer	Number of assigned sessions.	5
AverageResponseTime	number	Average response time (RT) for chat sessions.	15
Outbound	object	Outbound metrics.
AverageRingTime	number	Average ring time, in seconds. Calculation Formula: TotalRingTime / CallsRinged.	0
CallsDialed	integer	Dial-up Call Count.	0
CallsAnswered	integer	Answered Call Count.	0
TotalWorkTime	integer	Total post-processing duration, in seconds.	0
MaxWorkTime	integer	Maximum post-processing time per call, in seconds.	0
TotalDialingTime	integer	Total dial-up duration, in seconds.	0
TotalHoldTime	integer	Total hold duration, in seconds.	0
AverageWorkTime	number	Average post-processing time per call, in seconds. Calculation Formula: TotalWorkTime / CallsDialed.	0
SatisfactionIndex	number	Satisfaction Index, which is the average of the satisfaction keypress digits (single-digit numbers).	0
CallsRinged	integer	Number of calls that rang for agents. If a single call is assigned to multiple agents and rings for each, it is counted as one.	0
TotalRingTime	integer	Total Ring Time, in seconds.	0
MaxTalkTime	integer	Maximum Talk Time, in seconds.	0
MaxRingTime	integer	Maximum ring duration, in seconds.	0
TotalTalkTime	integer	Total Talk Time, in seconds.	0
MaxDialingTime	integer	Maximum Dial-up Time, in seconds.	0
CallsBlindTransferred	integer	Number of blind transfers, which refers to the quantity of calls that underwent blind transfer. If a single call is transferred multiple times, it is counted as one.	0
AnswerRate	number	Answer rate. Calculation Formula: CallsAnswered / CallsDialed. (Because the answering event and the acknowledgement event may fall into different time ranges, the result may exceed 100% in certain cases.)	0
MaxHoldTime	integer	Maximum call hold duration, in seconds.	0
AverageTalkTime	number	Average talk time, in seconds. Calculation Formula: TotalTalkTime / CallsAnswered.	0
SatisfactionRate	number	Satisfaction Rate. Calculation Formula: Number of responses marked as satisfied / Count of satisfaction survey responses.	0
CallsAttendedTransferred	integer	Number of attended transfers, which refers to the quantity of calls that underwent attended transfer. If a single call is transferred multiple times, it is counted as one.	0
CallsHold	integer	Hold Count, which is the number of calls that were placed on hold. If a single call was put on hold multiple times, it is counted as one.	0
SatisfactionSurveysOffered	integer	Sending Count of satisfaction surveys.	0
SatisfactionSurveysResponded	integer	Response Count of satisfaction surveys.	0
AverageHoldTime	number	Average hold duration, in seconds. Calculation formula: TotalHoldTime / CallsHold.	0
AverageDialingTime	number	Average Dial-up Time, in seconds. Calculation Formula: TotalDialingTime / CallsDialed.	0
Overall	object	Overall metrics.
TotalTalkTime	integer	Total talk time, in seconds.	0
TotalLoggedInTime	integer	Total logon duration, in seconds. Exclude break time.	0
OccupancyRate	number	Agent occupancy rate. Calculation Formula: (TotalWorkTime + TotalTalkTime) / TotalLoggedInTime.	0
TotalWorkTime	integer	Total post-processing time, in seconds.	0
MaxHoldTime	integer	Maximum call hold duration, in seconds.	0
MaxWorkTime	integer	Maximum post-processing time per call, in seconds.	0
AverageBreakTime	number	Average break duration, in seconds. Calculation Formula: TotalBreakTime / Count of breaks. The count of breaks is not an exposed API field.	0
TotalHoldTime	integer	Total hold time, in seconds.	0
SatisfactionRate	number	Satisfaction rate. Calculation Formula: Count of evaluations marked as satisfied / Count of satisfaction survey responses.	0
MaxBreakTime	integer	Maximum short break duration, in seconds.	0
AverageWorkTime	number	Average post-processing time per call, in seconds. Calculation Formula: TotalWorkTime / TotalCalls.	0
AverageTalkTime	number	Average talk time, in seconds. Calculation Formula: TotalTalkTime / (CallsAnswered + CallsHandled).	0
SatisfactionIndex	number	Satisfaction index, which is the average value of the satisfaction keypress digits (single-digit numbers).	0
SatisfactionSurveysOffered	integer	Sending Count of satisfaction surveys.	0
SatisfactionSurveysResponded	integer	Count of satisfaction survey responses.	0
MaxReadyTime	integer	Maximum ready time, in seconds.	0
AverageReadyTime	number	Average ready duration, in seconds. Calculation Formula: TotalReadyTime / Count of ready events. The count of ready events is not currently exposed externally.	0
AverageHoldTime	number	Average call hold duration, in seconds. Calculation Formula: TotalHoldTime / (InboundCallsHold + OutboundCallsHold).	0
TotalReadyTime	integer	Total ready time, in seconds.	0
TotalBreakTime	integer	Total break time, in seconds.	0
MaxTalkTime	integer	Maximum talk time, in seconds.	0
TotalCalls	integer	Total call volume. Calculation Formula: CallsOffered + CallsDialed.	0
MaxLoggedInAgents	integer	Maximum number of agents simultaneously logged on during the Time Range.	102
Internal	object	Internal call metrics.
CallsDialed	integer	Dial-up volume.	100
CallsAnswered	integer	Number of answered calls.	100

Examples

Success response

JSON format

{
  "Code": "OK",
  "HttpStatusCode": 200,
  "Message": "无",
  "RequestId": "943D8EF3-3321-471F-A104-51C96FCA94D6",
  "Data": {
    "Inbound": {
      "AverageRingTime": 0,
      "CallsVoicemail": 0,
      "MaxAbandonedInIVRTime": 100,
      "CallsHandled": 0,
      "CallsIVRException": 0,
      "CallsAbandonedInIVR": 0,
      "MaxWorkTime": 0,
      "TotalHoldTime": 0,
      "MaxAbandonTime": 0,
      "AverageAbandonTime": 0,
      "CallsRinged": 0,
      "CallsQueuingFailed": 0,
      "TotalRingTime": 0,
      "AbandonRate": 0,
      "TotalTalkTime": 0,
      "MaxAbandonedInRingTime": 0,
      "CallsBlindTransferred": 0,
      "AverageAbandonedInIVRTime": 0,
      "AverageAbandonedInQueueTime": 0,
      "MaxWaitTime": 0,
      "AverageTalkTime": 0,
      "CallsAttendedTransferred": 0,
      "TotalAbandonedInIVRTime": 0,
      "CallsQueuingOverflow": 0,
      "CallsAbandonedInRing": 0,
      "TotalAbandonedInRingTime": 0,
      "TotalWorkTime": 0,
      "AverageWaitTime": 0,
      "AverageWorkTime": 0,
      "CallsQueued": 0,
      "AverageAbandonedInRingTime": 0,
      "SatisfactionIndex": 0,
      "CallsAbandoned": 0,
      "MaxAbandonedInQueueTime": 0,
      "CallsAbandonedInVoiceNavigator": 0,
      "TotalWaitTime": 0,
      "MaxTalkTime": 0,
      "MaxRingTime": 0,
      "TotalAbandonTime": 0,
      "CallsOffered": 0,
      "CallsQueuingTimeout": 0,
      "ServiceLevel20": 0,
      "MaxHoldTime": 0,
      "CallsForwardToOutsideNumber": 0,
      "SatisfactionRate": 0,
      "CallsHold": 0,
      "SatisfactionSurveysOffered": 0,
      "HandleRate": 0,
      "SatisfactionSurveysResponded": 0,
      "AverageHoldTime": 0,
      "CallsAbandonedInQueue": 0,
      "TotalAbandonedInQueueTime": 0,
      "CallsCausedIVRException": 0,
      "CallsToVoicemail": 3,
      "ServiceLevel15": 0.78,
      "ServiceLevel30": 0.9,
      "TotalMessagesSent": 12,
      "TotalMessagesSentByAgent": 8,
      "TotalMessagesSentByCustomer": 4,
      "AverageFirstResponseTime": 12,
      "AccessChannelTypeDetailList": [
        {
          "AccessChannelType": "Web",
          "CallsOffered": 5
        }
      ],
      "AverageResponseTime": 15
    },
    "Outbound": {
      "AverageRingTime": 0,
      "CallsDialed": 0,
      "CallsAnswered": 0,
      "TotalWorkTime": 0,
      "MaxWorkTime": 0,
      "TotalDialingTime": 0,
      "TotalHoldTime": 0,
      "AverageWorkTime": 0,
      "SatisfactionIndex": 0,
      "CallsRinged": 0,
      "TotalRingTime": 0,
      "MaxTalkTime": 0,
      "MaxRingTime": 0,
      "TotalTalkTime": 0,
      "MaxDialingTime": 0,
      "CallsBlindTransferred": 0,
      "AnswerRate": 0,
      "MaxHoldTime": 0,
      "AverageTalkTime": 0,
      "SatisfactionRate": 0,
      "CallsAttendedTransferred": 0,
      "CallsHold": 0,
      "SatisfactionSurveysOffered": 0,
      "SatisfactionSurveysResponded": 0,
      "AverageHoldTime": 0,
      "AverageDialingTime": 0
    },
    "Overall": {
      "TotalTalkTime": 0,
      "TotalLoggedInTime": 0,
      "OccupancyRate": 0,
      "TotalWorkTime": 0,
      "MaxHoldTime": 0,
      "MaxWorkTime": 0,
      "AverageBreakTime": 0,
      "TotalHoldTime": 0,
      "SatisfactionRate": 0,
      "MaxBreakTime": 0,
      "AverageWorkTime": 0,
      "AverageTalkTime": 0,
      "SatisfactionIndex": 0,
      "SatisfactionSurveysOffered": 0,
      "SatisfactionSurveysResponded": 0,
      "MaxReadyTime": 0,
      "AverageReadyTime": 0,
      "AverageHoldTime": 0,
      "TotalReadyTime": 0,
      "TotalBreakTime": 0,
      "MaxTalkTime": 0,
      "TotalCalls": 0,
      "MaxLoggedInAgents": 102
    },
    "Internal": {
      "CallsDialed": 100,
      "CallsAnswered": 100
    }
  }
}

Error codes

HTTP status code	Error code	Error message	Description
400	Parameter.Blank	The parameter %s may not be null or blank.

See Error Codes for a complete list.

Release notes

See Release Notes for a complete list.