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ListIntervalAgentReport

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You can invoke ListIntervalAgentReport to obtain the segment statistical report of a specified agent under a specified instance.

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Try this API in OpenAPI Explorer, no manual signing needed. Successful calls auto-generate SDK code matching your parameters. Download it with built-in credential security for local usage.

Test

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Request parameters

Parameter

Type

Required

Description

Example
AgentId

string

Yes

Agent ID.

agent@ccc-test
StartTime

integer

No

Start time, formatted as a UNIX timestamp in milliseconds. This parameter is optional. The default value is 00:00:00 of the current day. Time precision for statistics is at the hour level, rounded down to the previous full hour, using a closed interval.

1532448000000
EndTime

integer

No

End time, formatted as a UNIX timestamp in milliseconds. This parameter is optional. The default value is the current time. If Interval is Daily, the maximum interval between StartTime and EndTime is 180 days. If Interval is Hourly, the maximum interval is 10 days. Time precision for statistics is at the hour level, rounded down to the next full hour, using an open interval. For example, if the start time is 11:12:20 and the end time is 11:45:50, the aligned input 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
InstanceId

string

Yes

Instance ID.

ccc-test
Interval

string

No

Segment statistics type. Optional. Default value is Daily (aggregated by Day).

Valid values:

  • Hourly :

    Hourly Statistics

  • Daily :

    Daily Statistics

Hourly
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

array<object>

List of agent segment statistics.

array<object>

Agent segment statistics.

StatsTime

integer

Start time of the time segment, formatted as a UNIX timestamp in milliseconds.

1620291600000
Inbound

object

Inbound metrics.

AverageRingTime

number

Average ring time, in seconds. Calculation Formula: TotalRingTime / CallsRinged.

0
CallsHandled

integer

Acknowledgement count, which is the number of times agents answered calls.

0
TotalWorkTime

integer

Total post-processing time, in seconds.

0
CallsAttendedTransferOut

integer

Number of transfer-out calls. If a single call is transferred to other agents multiple times, each transfer counts as one.

0
MaxWorkTime

integer

Maximum post-processing duration, in seconds.

0
TotalHoldTime

integer

Total hold time during calls, in seconds.

0
AverageWorkTime

number

Average post-processing time, in seconds. Calculation Formula: TotalWorkTime / CallsHandled.

0
CallsBlindTransferIn

integer

Number of blind transfer-in calls. If a single call is transferred in to this agent multiple times, each transfer counts as one.

0
SatisfactionIndex

number

Satisfaction Index, which is the average of the satisfaction rating digits (single-digit numbers) entered by users.

0
CallsRinged

integer

Number of calls that rang to the agent.

0
CallsAttendedTransferIn

integer

Number of attended transfer-ins. If a single call is transferred to the agent multiple times, each transfer counts as one.

0
CallsBlindTransferOut

integer

Number of blind transfer-out calls. If a single call is transferred out to other agents multiple times, each transfer counts as one.

0
TotalRingTime

integer

Total ring time, in seconds.

0
MaxTalkTime

integer

Maximum talk time, in seconds.

0
MaxRingTime

integer

Maximum ring time, in seconds.

0
TotalTalkTime

integer

Total talk time, in seconds.

0
CallsOffered

integer

Assigned count, which refers to the number of calls assigned to this agent, including calls blindly transferred or consultatively transferred from other agents.

0
MaxHoldTime

integer

Maximum call hold duration, in seconds.

0
AverageTalkTime

number

Average talk time, in seconds. Calculation Formula: TotalTalkTime / CallsHandled.

0
SatisfactionRate

number

Satisfaction rate. Calculation Formula: Number of evaluations marked as satisfied / Count of satisfaction survey responses.

0
CallsHold

integer

Number of calls placed on hold, that is, the count of occurrences where a call was held.

0
SatisfactionSurveysOffered

integer

Sending Count of satisfaction surveys.

0
HandleRate

number

Acknowledgement rate. Calculation Formula: CallsHandled / CallsOffered (because acknowledgement events and assign events may fall into different time ranges, the result may exceed 100% in certain cases).

0
SatisfactionSurveysResponded

integer

Response Count of satisfaction surveys.

0
AverageHoldTime

number

Average hold time during calls, in seconds. Calculation Formula: TotalHoldTime / CallsHold.

0
AccessChannelTypeDetails

array<object>

Statistics for each Channel.

object

Statistics for each channel.

AccessChannelType

string

Channel Type.

Web
CallsOffered

integer

Number of assigned sessions.

2
AverageFirstResponseTime

number

Average first response time for chat sessions, in seconds.

8
AverageResponseTime

number

Average response time for chat sessions.

10
ServiceLevel15

number

Service level within 15 seconds.

0.6
TotalMessagesSent

integer

Total number of messages sent in chat sessions.

12
TotalMessagesSentByAgent

integer

Total number of messages sent by the agent in chat sessions.

10
TotalMessagesSentByCustomer

integer

Total number of messages sent by the Customer in chat sessions.

2
Outbound

object

Outbound metrics.

AverageRingTime

number

Average ring time in seconds. Calculation Formula: TotalRingTime / CallsRinged.

0
CallsDialed

integer

Dial-up count.

5
CallsAnswered

integer

Answered call count.

0
TotalWorkTime

integer

Total post-processing duration, in seconds.

4
CallsAttendedTransferOut

integer

Number of transfer-out calls. If a single call is transferred out to other agents multiple times, each transfer-out counts as one.

0
MaxWorkTime

integer

Maximum post-processing time in seconds.

2
TotalDialingTime

integer

Total dial-up duration, in seconds.

148
TotalHoldTime

integer

Total hold duration, in seconds.

0
AverageWorkTime

number

Average post-processing time in seconds. Calculation Formula: TotalWorkTime / CallsDialed.

1
CallsBlindTransferIn

integer

Number of blind transfer-in calls. If a single call is transferred to the agent multiple times, each transfer counts as one.

0
SatisfactionIndex

number

Satisfaction index, which is the average value of the satisfaction key digits (single-digit numbers).

0
CallsRinged

integer

Number of calls that rang for the agent.

0
CallsAttendedTransferIn

integer

Number of attended transfer-in calls. If a single call is transferred to the agent multiple times, each transfer counts as one.

0
CallsBlindTransferOut

integer

Number of blind transfer-out calls. If a single call is transferred to other agents multiple times, each transfer counts as one.

0
TotalRingTime

integer

Total ring time, in seconds.

0
MaxTalkTime

integer

Maximum talk time, in seconds.

0
MaxRingTime

integer

Maximum ring time, in seconds.

0
TotalTalkTime

integer

Total talk time, in seconds.

0
MaxDialingTime

integer

Maximum dial-up duration, in seconds.

60
AnswerRate

number

Answer rate. Calculation Formula: CallsAnswered / CallsDialed. (Because answering events and acknowledgement events may fall into different Time Ranges, the Result may exceed 100% in certain cases.)

0
MaxHoldTime

integer

Maximum hold time during calls, in seconds.

0
AverageTalkTime

number

Average talk time, in seconds. Calculation Formula: TotalTalkTime / CallsAnswered.

0
SatisfactionRate

number

Satisfaction rate. Calculation Formula: Count of evaluations marked as satisfied / Count of satisfaction survey responses.

0
CallsHold

integer

Hold count, which is the number of times call hold occurred.

0
SatisfactionSurveysOffered

integer

Sending Count of satisfaction surveys.

0
SatisfactionSurveysResponded

integer

Count of satisfaction survey responses.

0
AverageHoldTime

number

Average hold duration, in seconds. Calculation formula: TotalHoldTime / CallsHold.

0
AverageDialingTime

number

Average dial-up duration, in seconds. Calculation Formula: TotalDialingTime / CallsDialed.

30
Overall

object

Overall metrics.

OccupancyRate

number

Agent occupancy rate. Calculation Formula: (TotalWorkTime + TotalTalkTime) / TotalLoggedInTime.

0
TotalWorkTime

integer

Total post-processing time in seconds.

4
MaxWorkTime

integer

Maximum post-processing duration in seconds.

2
TotalHoldTime

integer

Total hold time in seconds.

0
AverageWorkTime

number

Average post-processing duration per call, in seconds. Calculation Formula: TotalWorkTime / TotalCalls.

1
MaxBreakTime

integer

Maximum break time, in seconds.

1
SatisfactionIndex

number

Satisfaction index, which is the average value of the satisfaction keypress digits (single-digit numbers).

0
MaxReadyTime

integer

Maximum ready time, in seconds.

435
MaxTalkTime

integer

Maximum talk time, in seconds.

0
TotalReadyTime

integer

Total ready time, in seconds.

763
LastCheckoutTime

integer

This value is available only when the input parameter Interval is set to Daily, indicating the last unpublish time on that day.

已弃用，请使用LastCheckOutTime代替此参数。
LastCheckOutTime

integer

This field has a value only when the input parameter Interval is Daily, representing the last unpublish time of the day.

0
TotalCalls

integer

Total call volume. Calculation Formula: CallsOffered + CallsDialed.

5
TotalLoggedInTime

integer

Total logon duration, in seconds. Note: Exclude offline and break durations.

914
TotalTalkTime

integer

Total talk duration, in seconds.

0
MaxHoldTime

integer

Maximum call hold time, in seconds.

0
AverageBreakTime

number

Average break duration, in seconds. Calculation Formula: TotalBreakTime / Count of breaks. The count of breaks is not an API statistics field.

0
AverageTalkTime

number

Average talk time, in seconds. Calculation Formula: TotalTalkTime / (CallsAnswered + CallsHandled).

0
SatisfactionRate

number

Satisfaction rate. Calculation Formula: Number of evaluations marked as satisfied / Count of satisfaction survey responses.

0
SatisfactionSurveysOffered

integer

Sending Count of satisfaction surveys.

0
SatisfactionSurveysResponded

integer

Response Count of satisfaction surveys.

0
AverageHoldTime

number

Average call hold duration, in seconds. Calculation Formula: TotalHoldTime / (Inbound CallsHold + Outbound CallsHold).

0
AverageReadyTime

number

Average ready time, in seconds. Calculation Formula: TotalReadyTime / Count of ready events. The count of ready events is a non-API statistical field.

0
TotalBreakTime

integer

Total break time, in seconds.

1
TotalOnSiteOnlineTime

integer

Total on-site online duration, in seconds.

已弃用，请使用TotalOnSiteLoggedInTime代替此参数
TotalOffSiteOnlineTime

integer

Total off-site online duration, in seconds.

已弃用，请使用TotalOffSiteLoggedInTime代替此参数
TotalOfficePhoneOnlineTime

integer

Total office phone online time, in seconds.

已弃用，请使用TotalOfficePhoneLoggedInTime代替此参数
BreakCodeDetailList

array<object>

List of break details.

object

Break detail.

BreakCode

string

Break code.

会议
Count

integer

Quantity.

10
Duration

integer

Duration in seconds.

100
TotalOutboundScenarioTime

integer

Total outbound-only scenario duration, in seconds.

已弃用，请使用TotalOutboundScenarioLoggedInTime代替此参数
TotalOutboundScenarioReadyTime

integer

Total idle time for outbound-only scenarios, in seconds.

100
FirstCheckInTime

integer

This field has a value only when the input parameter Interval is Daily, representing the first publish time of the day.

0
TotalOfficePhoneLoggedInTime

integer

Total office phone logged-in time, in seconds.

100
TotalOffSiteLoggedInTime

integer

Total off-site logged-in duration, in seconds.

100
TotalOnSiteLoggedInTime

integer

Total on-site logged-in duration, in seconds.

100
TotalOutboundScenarioLoggedInTime

integer

Total online time for outbound-only scenarios, in seconds.

100
Back2Back

object

Back-to-back call metric.

CallsDialed

integer

Number of dial-up calls.

100
AnswerRate

number

Answer rate. Calculation Formula: CallsAnswered / CallsDialed. (Because answer events and acknowledgement events may fall into different time ranges, the result may exceed 100% in certain cases.)

0.5
CallsAnswered

integer

Number of answered calls.

100
TotalTalkTime

integer

Total talk time, in seconds.

100
MaxTalkTime

integer

Maximum talk time, in seconds.

100
AverageTalkTime

number

Average talk time, in seconds.

100
TotalRingTime

integer

Total ring time, in seconds.

100
MaxRingTime

integer

Maximum ring duration in seconds.

100
AverageRingTime

number

Average ring time, in seconds.

100
TotalCustomerRingTime

integer

Total customer-side ring time, in seconds.

100
MaxCustomerRingTime

integer

Maximum customer-side ring time, in seconds.

100
AverageCustomerRingTime

number

Average customer-side ring duration in seconds.

100
CallsAgentHandled

integer

Number of calls answered by agents.

12
AgentHandleRate

number

Agent acknowledgement rate.

1
CallsCustomerAnswered

integer

Number of calls answered by customers.

9
CustomerAnswerRate

number

Customer answer rate.

0.75
Internal

object

Internal call metrics.

AverageTalkTime

number

Average talk time, in seconds.

100
CallsAnswered

integer

Number of answered calls.

100
CallsDialed

integer

Number of dial-up calls.

100
CallsHandled

integer

Number of acknowledgements, which refers to the number of times the agent acknowledged a call.

100
CallsOffered

integer

Number of assigned calls, which refers to the count of calls assigned to this agent, including calls blindly transferred or consultatively transferred from other agents.

100
CallsTalked

integer

Number of calls participated in.

80

Examples

Success response

JSON format

{
  "Code": "OK",
  "HttpStatusCode": 200,
  "Message": "无",
  "RequestId": "943D8EF3-3321-471F-A104-51C96FCA94D6",
  "Data": [
    {
      "StatsTime": 1620291600000,
      "Inbound": {
        "AverageRingTime": 0,
        "CallsHandled": 0,
        "TotalWorkTime": 0,
        "CallsAttendedTransferOut": 0,
        "MaxWorkTime": 0,
        "TotalHoldTime": 0,
        "AverageWorkTime": 0,
        "CallsBlindTransferIn": 0,
        "SatisfactionIndex": 0,
        "CallsRinged": 0,
        "CallsAttendedTransferIn": 0,
        "CallsBlindTransferOut": 0,
        "TotalRingTime": 0,
        "MaxTalkTime": 0,
        "MaxRingTime": 0,
        "TotalTalkTime": 0,
        "CallsOffered": 0,
        "MaxHoldTime": 0,
        "AverageTalkTime": 0,
        "SatisfactionRate": 0,
        "CallsHold": 0,
        "SatisfactionSurveysOffered": 0,
        "HandleRate": 0,
        "SatisfactionSurveysResponded": 0,
        "AverageHoldTime": 0,
        "AccessChannelTypeDetails": [
          {
            "AccessChannelType": "Web",
            "CallsOffered": 2
          }
        ],
        "AverageFirstResponseTime": 8,
        "AverageResponseTime": 10,
        "ServiceLevel15": 0.6,
        "TotalMessagesSent": 12,
        "TotalMessagesSentByAgent": 10,
        "TotalMessagesSentByCustomer": 2
      },
      "Outbound": {
        "AverageRingTime": 0,
        "CallsDialed": 5,
        "CallsAnswered": 0,
        "TotalWorkTime": 4,
        "CallsAttendedTransferOut": 0,
        "MaxWorkTime": 2,
        "TotalDialingTime": 148,
        "TotalHoldTime": 0,
        "AverageWorkTime": 1,
        "CallsBlindTransferIn": 0,
        "SatisfactionIndex": 0,
        "CallsRinged": 0,
        "CallsAttendedTransferIn": 0,
        "CallsBlindTransferOut": 0,
        "TotalRingTime": 0,
        "MaxTalkTime": 0,
        "MaxRingTime": 0,
        "TotalTalkTime": 0,
        "MaxDialingTime": 60,
        "AnswerRate": 0,
        "MaxHoldTime": 0,
        "AverageTalkTime": 0,
        "SatisfactionRate": 0,
        "CallsHold": 0,
        "SatisfactionSurveysOffered": 0,
        "SatisfactionSurveysResponded": 0,
        "AverageHoldTime": 0,
        "AverageDialingTime": 30
      },
      "Overall": {
        "OccupancyRate": 0,
        "TotalWorkTime": 4,
        "MaxWorkTime": 2,
        "TotalHoldTime": 0,
        "AverageWorkTime": 1,
        "MaxBreakTime": 1,
        "SatisfactionIndex": 0,
        "MaxReadyTime": 435,
        "MaxTalkTime": 0,
        "TotalReadyTime": 763,
        "LastCheckoutTime": 0,
        "LastCheckOutTime": 0,
        "TotalCalls": 5,
        "TotalLoggedInTime": 914,
        "TotalTalkTime": 0,
        "MaxHoldTime": 0,
        "AverageBreakTime": 0,
        "AverageTalkTime": 0,
        "SatisfactionRate": 0,
        "SatisfactionSurveysOffered": 0,
        "SatisfactionSurveysResponded": 0,
        "AverageHoldTime": 0,
        "AverageReadyTime": 0,
        "TotalBreakTime": 1,
        "TotalOnSiteOnlineTime": 0,
        "TotalOffSiteOnlineTime": 0,
        "TotalOfficePhoneOnlineTime": 0,
        "BreakCodeDetailList": [
          {
            "BreakCode": "会议",
            "Count": 10,
            "Duration": 100
          }
        ],
        "TotalOutboundScenarioTime": 0,
        "TotalOutboundScenarioReadyTime": 100,
        "FirstCheckInTime": 0,
        "TotalOfficePhoneLoggedInTime": 100,
        "TotalOffSiteLoggedInTime": 100,
        "TotalOnSiteLoggedInTime": 100,
        "TotalOutboundScenarioLoggedInTime": 100
      },
      "Back2Back": {
        "CallsDialed": 100,
        "AnswerRate": 0.5,
        "CallsAnswered": 100,
        "TotalTalkTime": 100,
        "MaxTalkTime": 100,
        "AverageTalkTime": 100,
        "TotalRingTime": 100,
        "MaxRingTime": 100,
        "AverageRingTime": 100,
        "TotalCustomerRingTime": 100,
        "MaxCustomerRingTime": 100,
        "AverageCustomerRingTime": 100,
        "CallsAgentHandled": 12,
        "AgentHandleRate": 1,
        "CallsCustomerAnswered": 9,
        "CustomerAnswerRate": 0.75
      },
      "Internal": {
        "AverageTalkTime": 100,
        "CallsAnswered": 100,
        "CallsDialed": 100,
        "CallsHandled": 100,
        "CallsOffered": 100,
        "CallsTalked": 80
      }
    }
  ]
}

Error codes

HTTP status code

Error code

Error message

Description
400 Parameter.Format The format of parameter %s is invalid. %s
400 Parameter.Blank The parameter %s may not be null or blank.
500 InternalService.Common An internal service error occurred. %s

See Error Codes for a complete list.

Release notes

See Release Notes for a complete list.