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ListIntervalAgentSkillGroupReport

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Retrieves the interval-based statistical report for a specified agent in a specified instance.

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Request parameters

Parameter

Type

Required

Description

Example
AgentId

string

Yes

The agent ID.

agent@ccc-test
StartTime

integer

No

The start timestamp. The default value is 00:00 on the current day. The statistics are measured in hours and rounded down to the nearest hour. This is a closed interval.

1532448000000
EndTime

integer

No

The end time. This is a UNIX timestamp in milliseconds. This parameter is not required. The default value is the current time. If Interval is set to Daily, the maximum interval between StartTime and EndTime is 180 days. If Interval is set to Hourly, the maximum interval is 10 days. The statistics are measured in hours and rounded up to the nearest hour. This is an open interval. For example, if the start time is 11:12:20 and the end time is 11:45:50, the aligned time range for the input parameters is [11:00:00, 12:00:00), which means greater than or equal to 11:00 and less than 12:00.

1558443508000
InstanceId

string

Yes

The instance ID.

ccc-test
Interval

string

No

The type of interval-based statistics. This parameter is not required. The default value is Daily (summarized by day).

Valid values:

  • Hourly :

    Statistics are collected by the hour.

  • Daily :

    Statistics are collected by the day.

Daily
SkillGroupId

string

Yes

The skill group ID.

skg-default@ccc-test

Response elements

Element

Type

Description

Example

object

Code

string

The response code.

OK
HttpStatusCode

integer

The HTTP status code.

200
Message

string

The response message.

无
RequestId

string

The request ID.

2778FA12-EDD6-42AA-9B15-AF855072E5E5
Data

array<object>

A list of interval-based statistical data for the agent in the skill group.

array<object>

The interval-based statistical data for the agent in the skill group.

StatsTime

integer

The start time of the time range. This is a UNIX timestamp in milliseconds.

1620291600000
Inbound

object

Inbound metrics.

AverageRingTime

number

The average ring duration, in seconds.

11
CallsHandled

integer

The number of answered calls. This is the number of times the agent answered a call.

7
TotalWorkTime

integer

The total post-processing duration, in seconds.

85
CallsAttendedTransferOut

integer

The number of consulted transfers-out. If a call is transferred to other agents multiple times, each transfer is counted as one.

10
MaxWorkTime

integer

The maximum post-processing duration, in seconds.

100
TotalHoldTime

integer

The total hold duration, in seconds.

100
AverageWorkTime

number

The average post-processing duration, in seconds. Formula: TotalWorkTime / CallsHandled.

100
CallsBlindTransferIn

integer

The number of blind transfers-in. If a call is transferred to the agent multiple times, each transfer is counted as one.

100
SatisfactionIndex

number

The satisfaction index. This is the average value of the single-digit numbers pressed for satisfaction surveys.

100
CallsRinged

integer

The number of calls that rang for the agent.

100
CallsAttendedTransferIn

integer

The number of consulted transfers-in. If a call is transferred to the agent multiple times, each transfer is counted as one.

100
CallsBlindTransferOut

integer

The number of blind transfers-out. If a call is transferred to other agents multiple times, each transfer is counted as one.

100
TotalRingTime

integer

The total ring duration, in seconds.

100
MaxTalkTime

integer

The maximum talk duration, in seconds.

100
MaxRingTime

integer

The maximum ring duration, in seconds.

100
TotalTalkTime

integer

The total talk duration, in seconds.

100
CallsOffered

integer

The number of calls assigned to the agent. This includes calls that are blind transferred or consult transferred to the agent.

100
MaxHoldTime

integer

The maximum hold duration, in seconds.

100
AverageTalkTime

number

The average talk duration, in seconds. Formula: TotalTalkTime / CallsHandled.

100
SatisfactionRate

number

The satisfaction rate. Formula: Number of satisfactory ratings / Number of satisfaction survey responses.

0.5
CallsHold

integer

The number of held calls. This is the number of times a call was put on hold.

100
SatisfactionSurveysOffered

integer

The number of satisfaction surveys sent.

100
HandleRate

number

The answer rate. Formula: CallsHandled / CallsOffered. The result may exceed 100% because the answer event and the assignment event may occur in different time ranges.

0.5
SatisfactionSurveysResponded

integer

The number of satisfaction survey responses.

100
AverageHoldTime

number

The average hold duration, in seconds. Formula: TotalHoldTime / CallsHold.

100
AverageFirstResponseTime

number

The average first response time for chat sessions, in seconds.

6
AverageResponseTime

number

The average response time for chat sessions.

18
TotalMessagesSent

integer

The total number of messages sent in chat sessions.

12
TotalMessagesSentByAgent

integer

The total number of messages sent by the agent in chat sessions.

8
TotalMessagesSentByCustomer

integer

The total number of messages sent by the customer in chat sessions.

5
Outbound

object

Outbound metrics.

AverageRingTime

number

The average ring duration, in seconds.

100
CallsDialed

integer

The number of dialed calls.

100
CallsAnswered

integer

The number of connected calls.

100
TotalWorkTime

integer

The total post-processing duration, in seconds.

100
CallsAttendedTransferOut

integer

The number of consulted transfers-out. If a call is transferred to other agents multiple times, each transfer is counted as one.

100
MaxWorkTime

integer

The maximum post-processing duration, in seconds.

100
TotalDialingTime

integer

The total dialing duration, in seconds.

100
TotalHoldTime

integer

The total hold duration, in seconds.

100
AverageWorkTime

number

The average post-processing duration, in seconds. Formula: TotalWorkTime / CallsDialed.

100
CallsBlindTransferIn

integer

The number of blind transfers-in. If a call is transferred to the agent multiple times, each transfer is counted as one.

100
SatisfactionIndex

number

The satisfaction index. This is the average value of the single-digit numbers pressed for satisfaction surveys.

100
CallsRinged

integer

The number of calls that rang for the agent.

100
CallsAttendedTransferIn

integer

The number of consulted transfers-in. If a call is transferred to the agent multiple times, each transfer is counted as one.

100
CallsBlindTransferOut

integer

The number of blind transfers-out. If a call is transferred to other agents multiple times, each transfer is counted as one.

100
TotalRingTime

integer

The total ring duration, in seconds.

100
MaxTalkTime

integer

The maximum talk duration, in seconds.

0
MaxRingTime

integer

The maximum ring duration, in seconds.

100
TotalTalkTime

integer

The total talk duration, in seconds.

100
MaxDialingTime

integer

The maximum dialing duration, in seconds.

100
AnswerRate

number

The connection rate. Formula: CallsAnswered / CallsDialed. The result may exceed 100% because the connection event and the answer event may occur in different time ranges.

0.5
MaxHoldTime

integer

The maximum hold duration, in seconds.

100
AverageTalkTime

number

The average talk duration, in seconds. Formula: TotalTalkTime / CallsAnswered.

100
SatisfactionRate

number

The satisfaction rate. Formula: Number of satisfactory ratings / Number of satisfaction survey responses.

100
CallsHold

integer

The number of held calls. This is the number of times a call was put on hold.

100
SatisfactionSurveysOffered

integer

The number of satisfaction surveys sent.

100
SatisfactionSurveysResponded

integer

The number of satisfaction survey responses.

100
AverageHoldTime

number

The average hold duration, in seconds. Formula: TotalHoldTime / CallsHold.

100
AverageDialingTime

number

The average dialing duration, in seconds. Formula: TotalDialingTime / CallsDialed.

100
Overall

object

Overall metrics.

OccupancyRate

number

The agent occupancy rate.

0.4
TotalWorkTime

integer

The total post-processing duration, in seconds.

100
MaxWorkTime

integer

The maximum post-processing duration, in seconds.

100
TotalHoldTime

integer

The total hold duration, in seconds.

100
AverageWorkTime

number

The average post-processing duration, in seconds. Formula: TotalWorkTime / TotalCalls.

100
MaxBreakTime

integer

The maximum break duration, in seconds.

100
SatisfactionIndex

number

The satisfaction index. This is the average value of the single-digit numbers pressed for satisfaction surveys.

1.4
MaxReadyTime

integer

The maximum ready duration, in seconds.

100
MaxTalkTime

integer

The maximum talk duration, in seconds.

100
TotalReadyTime

integer

The total ready duration, in seconds.

100
LastCheckOutTime

integer

The last check-out time. This is a UNIX timestamp in milliseconds.

1712548421000
TotalCalls

integer

The total number of calls. Formula: CallsOffered + CallsDialed.

100
TotalLoggedInTime

integer

The total logon duration, in seconds. Note: This does not include offline and break durations.

100
TotalTalkTime

integer

The total talk duration, in seconds.

100
MaxHoldTime

integer

The maximum hold duration, in seconds.

100
AverageBreakTime

number

The average break duration, in seconds.

100
AverageTalkTime

number

The average talk duration, in seconds. Formula: TotalTalkTime / (CallsAnswered + CallsHandled).

100
SatisfactionRate

number

The satisfaction rate. Formula: Number of satisfactory ratings / Number of satisfaction survey responses.

100
SatisfactionSurveysOffered

integer

The number of satisfaction surveys sent.

100
FirstCheckInTime

integer

This parameter has a value only when Interval is set to Daily. It indicates the first up time of the day.

100
SatisfactionSurveysResponded

integer

The number of satisfaction survey responses.

100
AverageHoldTime

number

The average hold duration, in seconds. Formula: TotalHoldTime / (Inbound.CallsHold + Outbound.CallsHold).

100
AverageReadyTime

number

The average ready duration, in seconds. Formula: TotalReadyTime / Number of times in Ready state. The number of times in the Ready state is not a statistical field of the API.

100
TotalBreakTime

integer

The total break duration, in seconds.

100
BreakCodeDetailList

array<object>

The list of break details.

object

The break details.

BreakCode

string

The break code.

开会
Count

integer

The number of times.

1
Duration

integer

The duration, in seconds.

100
TotalOutboundScenarioTime

integer

The total duration of outbound-only scenarios, in seconds.

100
TotalOutboundScenarioReadyTime

integer

The total idle duration in outbound-only scenarios, in seconds.

100
TotalOutboundScenarioLoggedInTime

integer

The total online duration in outbound-only scenarios, in seconds.

100
TotalOffSiteLoggedInTime

string

The total off-site online duration, in seconds.

100
TotalOfficePhoneLoggedInTime

string

The online duration of the office phone, in seconds.

100
TotalOnSiteLoggedInTime

string

The total on-site online duration, in seconds.

100
LastCheckoutTime

integer

The last check-out time. This is a UNIX timestamp in milliseconds.

100
Internal

object

Internal call metrics.

TotalTalkTime

integer

The total talk duration, in seconds.

100
AverageTalkTime

number

The average talk duration, in seconds.

100
MaxTalkTime

integer

The maximum talk duration, in seconds.

100
CallsOffered

integer

The number of calls assigned to the agent. This includes calls that are blind transferred or consult transferred to the agent.

100
CallsHandled

integer

The number of answered calls. This is the number of times the agent answered a call. If a call enters a queue and is answered by multiple agents, it is counted as one.

100
CallsTalk

integer

This parameter is deprecated. Use CallsTalked instead.

100
CallsDialed

integer

The number of dialed calls.

100
CallsAnswered

integer

The number of connected calls.

100
CallsTalked

integer

The number of calls participated in.

100
Back2Back

object

Back-to-back call metrics.

CallsDialed

integer

The number of dialed calls.

100
AnswerRate

number

The connection rate. Formula: CallsAnswered / CallsDialed. The result may exceed 100% because the connection event and the answer event may occur in different time ranges.

0.5
CallsAnswered

integer

The number of connected calls.

100
AgentAnswerRate

number

The answer rate on the agent side.

100
CallsCustomerHandled

integer

The number of calls answered on the customer side.

100
CustomerHandleRate

number

The answer rate on the customer side.

100
TotalTalkTime

integer

The total talk duration, in seconds.

100
MaxTalkTime

integer

The maximum talk duration, in seconds.

100
AverageTalkTime

integer

The average talk duration, in seconds.

100
TotalRingTime

integer

The total ring duration, in seconds.

100
MaxRingTime

integer

The maximum ring duration, in seconds.

100
AverageRingTime

number

The average ring duration, in seconds.

100
TotalCustomerRingTime

integer

The total ring duration on the customer side, in seconds.

100
MaxCustomerRingTime

integer

The maximum ring duration on the customer side, in seconds.

100
AverageCustomerRingTime

number

The average ring duration on the customer side, in seconds.

100
AgentHandleRate

number

The agent answer rate.

1
CallsCustomerAnswered

integer

The number of calls answered by the customer.

12
CustomerAnswerRate

number

The customer connection rate.

0.6
CallsAgentHandled

integer

The number of calls answered by the agent.

5

Examples

Success response

JSON format

{
  "Code": "OK",
  "HttpStatusCode": 200,
  "Message": "无",
  "RequestId": "2778FA12-EDD6-42AA-9B15-AF855072E5E5",
  "Data": [
    {
      "StatsTime": 1620291600000,
      "Inbound": {
        "AverageRingTime": 11,
        "CallsHandled": 7,
        "TotalWorkTime": 85,
        "CallsAttendedTransferOut": 10,
        "MaxWorkTime": 100,
        "TotalHoldTime": 100,
        "AverageWorkTime": 100,
        "CallsBlindTransferIn": 100,
        "SatisfactionIndex": 100,
        "CallsRinged": 100,
        "CallsAttendedTransferIn": 100,
        "CallsBlindTransferOut": 100,
        "TotalRingTime": 100,
        "MaxTalkTime": 100,
        "MaxRingTime": 100,
        "TotalTalkTime": 100,
        "CallsOffered": 100,
        "MaxHoldTime": 100,
        "AverageTalkTime": 100,
        "SatisfactionRate": 0.5,
        "CallsHold": 100,
        "SatisfactionSurveysOffered": 100,
        "HandleRate": 0.5,
        "SatisfactionSurveysResponded": 100,
        "AverageHoldTime": 100,
        "AverageFirstResponseTime": 6,
        "AverageResponseTime": 18,
        "TotalMessagesSent": 12,
        "TotalMessagesSentByAgent": 8,
        "TotalMessagesSentByCustomer": 5
      },
      "Outbound": {
        "AverageRingTime": 100,
        "CallsDialed": 100,
        "CallsAnswered": 100,
        "TotalWorkTime": 100,
        "CallsAttendedTransferOut": 100,
        "MaxWorkTime": 100,
        "TotalDialingTime": 100,
        "TotalHoldTime": 100,
        "AverageWorkTime": 100,
        "CallsBlindTransferIn": 100,
        "SatisfactionIndex": 100,
        "CallsRinged": 100,
        "CallsAttendedTransferIn": 100,
        "CallsBlindTransferOut": 100,
        "TotalRingTime": 100,
        "MaxTalkTime": 0,
        "MaxRingTime": 100,
        "TotalTalkTime": 100,
        "MaxDialingTime": 100,
        "AnswerRate": 0.5,
        "MaxHoldTime": 100,
        "AverageTalkTime": 100,
        "SatisfactionRate": 100,
        "CallsHold": 100,
        "SatisfactionSurveysOffered": 100,
        "SatisfactionSurveysResponded": 100,
        "AverageHoldTime": 100,
        "AverageDialingTime": 100
      },
      "Overall": {
        "OccupancyRate": 0.4,
        "TotalWorkTime": 100,
        "MaxWorkTime": 100,
        "TotalHoldTime": 100,
        "AverageWorkTime": 100,
        "MaxBreakTime": 100,
        "SatisfactionIndex": 1.4,
        "MaxReadyTime": 100,
        "MaxTalkTime": 100,
        "TotalReadyTime": 100,
        "LastCheckOutTime": 1712548421000,
        "TotalCalls": 100,
        "TotalLoggedInTime": 100,
        "TotalTalkTime": 100,
        "MaxHoldTime": 100,
        "AverageBreakTime": 100,
        "AverageTalkTime": 100,
        "SatisfactionRate": 100,
        "SatisfactionSurveysOffered": 100,
        "FirstCheckInTime": 100,
        "SatisfactionSurveysResponded": 100,
        "AverageHoldTime": 100,
        "AverageReadyTime": 100,
        "TotalBreakTime": 100,
        "BreakCodeDetailList": [
          {
            "BreakCode": "开会",
            "Count": 1,
            "Duration": 100
          }
        ],
        "TotalOutboundScenarioTime": 100,
        "TotalOutboundScenarioReadyTime": 100,
        "TotalOutboundScenarioLoggedInTime": 100,
        "TotalOffSiteLoggedInTime": "100",
        "TotalOfficePhoneLoggedInTime": "100",
        "TotalOnSiteLoggedInTime": "100",
        "LastCheckoutTime": 100
      },
      "Internal": {
        "TotalTalkTime": 100,
        "AverageTalkTime": 100,
        "MaxTalkTime": 100,
        "CallsOffered": 100,
        "CallsHandled": 100,
        "CallsTalk": 100,
        "CallsDialed": 100,
        "CallsAnswered": 100,
        "CallsTalked": 100
      },
      "Back2Back": {
        "CallsDialed": 100,
        "AnswerRate": 0.5,
        "CallsAnswered": 100,
        "AgentAnswerRate": 100,
        "CallsCustomerHandled": 100,
        "CustomerHandleRate": 100,
        "TotalTalkTime": 100,
        "MaxTalkTime": 100,
        "AverageTalkTime": 100,
        "TotalRingTime": 100,
        "MaxRingTime": 100,
        "AverageRingTime": 100,
        "TotalCustomerRingTime": 100,
        "MaxCustomerRingTime": 100,
        "AverageCustomerRingTime": 100,
        "AgentHandleRate": 1,
        "CallsCustomerAnswered": 12,
        "CustomerAnswerRate": 0.6,
        "CallsAgentHandled": 5
      }
    }
  ]
}

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 must not be null or empty.
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.