ListIntervalSkillGroupReport-阿里云帮助中心

You can invoke ListIntervalSkillGroupReport to obtain the segment-based statistical report of a specified skill group under a specified instance.

Try it now

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

RAM authorization

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

Request parameters

Parameter	Type	Required	Description	Example
SkillGroupId	string	Yes	Skill group ID.	skg-default@ccc-test
InstanceId	string	Yes	Instance ID.	ccc-test
StartTime	integer	No	Start Time, formatted as a UNIX timestamp in milliseconds. This parameter is optional. The default value is 00:00 of the current day. Statistics are aggregated by hour, rounded down to the nearest hour, and the interval is closed.	1604639129000
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. The time precision for statistics is hourly, snapped backward to the nearest 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 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.	1604725528000
Interval	string	No	Segment statistics type. The default is Daily (aggregated by day). Valid values: Hourly : Hourly statistics Daily : Daily statistics	Hourly
MediaType	string	No	Media type. The default 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 segment-based statistics for the skill group.
	array<object>	Segment-based statistics for the skill group.
StatsTime	integer	Start Time of the time segment, formatted as a UNIX timestamp in milliseconds.	1604639129000
Inbound	object	Inbound metrics.
AverageRingTime	number	Average ring time, in seconds. Calculation Formula: TotalRingTime / CallsRinged.	11
CallsOverflow	integer	Overflow count, which is the number of calls that overflowed from a queue (skill group). If a single call enters the same queue multiple times, each overflow is counted separately.	0
CallsAbandonedInRing	integer	Ring abandonment count, which refers to the number of calls abandoned by customers while ringing to an agent.	0
CallsHandled	integer	Acknowledgement count, which is the number of times agents answered calls. For a single call that enters a queue multiple times, if it is answered by multiple agents after one queue entry, it is counted as one.	2
TotalWorkTime	integer	Total post-processing time, in seconds.	23
TotalAbandonedInRingTime	integer	Total ringing abandonment duration, in seconds.	0
MaxWorkTime	integer	Maximum post-processing duration, in seconds.	19
CallsAttendedTransferOut	integer	Attended transfer-out count, which refers to the number of calls transferred from this skill group to another skill group for consultation. Transfers between agents within the same skill group are not counted.	0
AverageWaitTime	number	Average wait time, which is the average duration a caller waits before an agent answers the call. Calculation Formula: TotalWaitTime / CallsHandled.	11
TotalHoldTime	integer	Total call hold time, in seconds.	0
MaxAbandonTime	integer	Maximum abandonment time, in seconds.	0
AverageWorkTime	number	Average post-processing duration, in seconds. Calculation Formula: TotalWorkTime / CallsHandled.	8
CallsQueued	integer	Number of inbound calls entering a queue (skill group). If a single call enters the same queue multiple times, each entry is counted separately.	3
CallsBlindTransferIn	integer	Quantity of blind transfer-in calls, which refers to the number of calls directly transferred into this skill group from other skill groups. Transfers between agents within the same skill group are not counted. If an agent is signed into multiple skill groups simultaneously, the call is attributed to the first skill group the agent signed into. If a single call is transferred multiple times from other skill groups into this skill group, each transfer is counted separately. The same rule applies below.	0
SatisfactionIndex	number	Satisfaction index, which is the average value of the satisfaction rating digits (single-digit numbers) entered by callers.	0
AverageAbandonedInRingTime	number	Average ringing abandonment duration, in seconds. Calculation Formula: TotalAbandonedInRingTime / CallsAbandonedInRing.	0
AverageAbandonTime	number	Average abandonment duration, in seconds. Calculation Formula: TotalAbandonTime / CallsAbandoned.	0
CallsRinged	integer	Number of calls that rang to agents. Each time a call enters the queue and is assigned to multiple agents, resulting in ringing, it is counted as one occurrence.	3
CallsBlindTransferOut	integer	Quantity of blind transfer-out calls, which refers to the number of calls directly transferred out from this skill group to other skill groups. Transfers between agents within the same skill group are not counted.	0
CallsAttendedTransferIn	integer	Attended transfer-in count, which is the number of calls transferred to this skill group via attended transfers initiated from other skill groups. Transfers between agents within the same skill group are not counted. If an agent signs in to multiple skill groups simultaneously, the call is attributed to the first skill group the agent signed in to. If a single call is transferred from another skill group to this skill group multiple times, each transfer is counted separately. The same rule applies below.	0
CallsAbandoned	integer	Abandoned call quantity. Calculation Formula: CallsAbandonedInQueue + CallsAbandonedInRing.	0
MaxAbandonedInQueueTime	integer	Maximum queue abandonment duration, in seconds.	0
TotalWaitTime	integer	Total wait time, in seconds.	33
TotalRingTime	integer	Total ringing duration, in seconds.	33
MaxTalkTime	integer	Maximum talk duration, in seconds.	6
MaxRingTime	integer	Maximum ring duration, in seconds.	18
AbandonRate	number	Abandon rate. Calculation Formula: CallsAbandoned / CallsOffered (because management events related to abandonment and assignment may fall into different time ranges, the result may exceed 100% in certain cases).	0
TotalTalkTime	integer	Total talk duration, in seconds.	9
TotalAbandonTime	integer	Total abandonment duration, in seconds.	0
CallsOffered	integer	Assigned call volume, which is the number of calls assigned to this skill group, including calls assigned through queues and calls assigned via transfers (consultation transfers and direct transfers). Calculation formula: CallsQueued + CallsBlindTransferIn + CallsAttendedTransferIn.	3
MaxAbandonedInRingTime	integer	Maximum ring abandonment duration, in seconds.	0
MaxWaitTime	integer	Maximum wait time, in seconds.	18
AverageAbandonedInQueueTime	number	Average abandoned-in-queue duration, in seconds. Calculation Formula: TotalAbandonedInQueueTime / CallsAbandonedInQueue.	0
ServiceLevel20	number	Service level within 20 seconds: the number of calls with waiting time less than or equal to 20 seconds divided by CallsQueued.	0
MaxHoldTime	integer	Maximum hold duration, in seconds.	0
SatisfactionRate	number	Satisfaction rate. Calculation Formula: Number of evaluations marked as satisfied divided by the count of satisfaction survey responses.	0
AverageTalkTime	number	Average talk duration, in seconds. Calculation Formula: TotalTalkTime / CallsHandled.	5
CallsHold	integer	Hold count, which is the number of times calls were placed on hold. If a single call enters the queue and is placed on hold multiple times, it is counted as one.	0
SatisfactionSurveysOffered	integer	Sending Count of satisfaction surveys.	0
HandleRate	number	Acknowledgement rate. Calculation Formula: CallsHandled / CallsOffered (because acknowledgement events and assignment events may fall into different time ranges, the result may exceed 100% in certain cases).	0.6666666666666666
CallsTimeout	integer	Timeout count, which is the number of calls that timed out in a queue (skill group). If a single call enters the same queue multiple times, each timeout is counted separately.	0
SatisfactionSurveysResponded	integer	Count of satisfaction survey responses.	0
AverageHoldTime	number	Average hold time during calls, in seconds. Calculation Formula: TotalHoldTime / CallsHold.	0
TotalAbandonedInQueueTime	integer	Total queue abandonment duration, in seconds.	0
CallsAbandonedInQueue	integer	Quantity of abandoned calls in queue, which refers to the number of calls where the customer hung up after entering the queue but before being answered.	0
CallsQueuingOverflow	integer	Number of calls that overflowed from the queue, meaning calls that experienced queue overflow while waiting in the IVR queue.	0
CallsQueuingTimeout	integer	Number of calls that timed out during the queuing phase.	0
TotalMessagesSent	integer	Total number of messages sent in chat sessions.	12
TotalMessagesSentByAgent	integer	Total number of messages sent by agents in chat sessions.	7
TotalMessagesSentByCustomer	integer	Total number of messages sent by the Customer in chat sessions.	5
AverageFirstResponseTime	number	Average first response time for chat sessions, in seconds.	6
AverageResponseTime	number	Average response time for chat sessions.	18
Outbound	object	Outbound metrics.
AverageRingTime	number	Average ring time in seconds. Calculation Formula: TotalRingTime / CallsRinged.	0
CallsDialed	integer	Dialed call count.	2
CallsAnswered	integer	Answered call count.	1
TotalWorkTime	integer	Total post-processing duration, in seconds.	5
CallsAttendedTransferOut	integer	Transfer-out call volume, which refers to the number of calls initiated by this skill group and transferred to other skill groups. Transfers between agents within the same skill group are not counted.	0
MaxWorkTime	integer	Maximum post-processing time in seconds.	4
TotalDialingTime	integer	Total dial-up duration, in seconds.	60
TotalHoldTime	integer	Total hold time during calls, in seconds.	0
AverageWorkTime	number	Average post-processing time in seconds. Calculation Formula: TotalWorkTime / CallsDialed.	3
CallsBlindTransferIn	integer	Direct transfer-in calls, which refer to the number of calls directly transferred to this skill group from other skill groups. Transfers between agents within the same skill group are not counted. If an agent is signed into multiple skill groups simultaneously, the call is attributed to the first skill group the agent signed into. If a single call is transferred multiple times from other skill groups to this skill group, each transfer is counted separately. The same rule applies below.	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 to agents. Each call is counted once per queue entry, even if it was assigned to multiple agents and rang multiple times.	0
CallsAttendedTransferIn	integer	Transfer-in calls, which refer to the number of calls transferred to this skill group from other skill groups. Transfers between agents within the same skill group are not counted. If an agent is signed into multiple skill groups simultaneously, the call is attributed to the first skill group the agent signed into. If a single call is transferred multiple times from other skill groups to this skill group, each transfer is counted separately. The same rule applies below.	0
CallsBlindTransferOut	integer	Direct transfer-out calls, which refer to the number of calls directly transferred from this skill group to other skill groups. Transfers between agents within the same skill group are not counted.	0
TotalRingTime	integer	Total ring time, in seconds.	0
MaxTalkTime	integer	Maximum talk time, in seconds.	5
MaxRingTime	integer	Maximum ring time, in seconds.	0
TotalTalkTime	integer	Total talk time, in seconds.	5
MaxDialingTime	integer	Maximum dial-up duration, in seconds.	49
AnswerRate	number	Answer rate. Calculation Formula: CallsAnswered / CallsDialed (because management events for answering and acknowledgement may fall into different Time Ranges, the Result may exceed 100% in certain cases).	0
MaxHoldTime	integer	Maximum hold time during a call, in seconds.	0
AverageTalkTime	number	Average talk time, in seconds. Calculation Formula: TotalTalkTime / CallsAnswered.	5
SatisfactionRate	number	Satisfaction rate. Calculation Formula: number of evaluations marked as satisfied / Count of satisfaction survey responses.	0
CallsHold	integer	Hold count, which is the number of calls that were placed on hold. If a single call was placed on hold multiple times before being transferred out of the current skill group, it is counted as one.	0
SatisfactionSurveysOffered	integer	Sending Count of satisfaction surveys.	0
SatisfactionSurveysResponded	integer	Count of satisfaction survey responses.	0
AverageHoldTime	number	Average hold time during calls, in seconds. Calculation formula: TotalHoldTime / CallsHold.	0
AverageDialingTime	number	Average dial-up duration, in seconds. Calculation Formula: TotalDialingTime / CallsDialed.	30
Overall	object	Overall metrics.
TotalTalkTime	integer	Total talk time, in seconds.	13
TotalLoggedInTime	integer	Total logon duration, in seconds.	9236
OccupancyRate	number	Agent occupancy rate, calculated using the formula: (TotalWorkTime + TotalTalkTime) / TotalLoggedInTime.	0.00422315148470254
TotalWorkTime	integer	Total post-processing time, in seconds.	27
MaxHoldTime	integer	Maximum call hold duration, in seconds.	0
MaxWorkTime	integer	Maximum post-processing duration, in seconds.	19
AverageBreakTime	number	Average break time, in seconds. Calculation Formula: TotalBreakTime / Count of breaks. The Count of breaks is not a field provided by the API.	0
TotalHoldTime	integer	Total hold time, in seconds.	0
SatisfactionRate	number	Satisfaction rate. Calculation Formula: Number of evaluations marked as satisfied / Count of satisfaction survey responses.	0
MaxBreakTime	integer	Maximum break duration, in seconds.	1
AverageWorkTime	number	Average post-processing time, in seconds. Calculation Formula: TotalWorkTime / TotalCalls.	6
AverageTalkTime	number	Average talk time, in seconds. Calculation Formula: TotalTalkTime / (CallsAnswered + CallsHandled).	0
SatisfactionIndex	number	Satisfaction index, which is the average value of the single-digit satisfaction rating entered by users.	0
SatisfactionSurveysOffered	integer	Sending Count of satisfaction surveys.	0
SatisfactionSurveysResponded	integer	Count of satisfaction survey responses.	0
MaxReadyTime	integer	Maximum ready time, in seconds.	4927
AverageReadyTime	number	Average ready time, in seconds. Calculation Formula: TotalReadyTime / Count of ready events. The count of ready events is not an API statistical field.	0
AverageHoldTime	number	Average call hold time, in seconds. Calculation Formula: TotalHoldTime / (Inbound CallsHold + Outbound CallsHold).	0
TotalReadyTime	integer	Total ready time in seconds.	9106
TotalBreakTime	integer	Total break time, in seconds.	5
MaxTalkTime	integer	Maximum talk time, in seconds.	6
TotalCalls	integer	Total call volume. Calculation Formula: CallsOffered + CallsDialed.	5
BreakCodeDetailList	array<object>	Statistics for each break type.
	object	Break statistics.
BreakCode	string	Break type code.	会议
Count	integer	Number of occurrences of this break type.	1
Duration	integer	Total duration of this break type, in seconds.	120
Back2Back	object	Back-to-back call metric.
MaxRingTime	integer	Maximum ring time, in seconds.	100
AverageCustomerRingTime	number	Average ring time on the Customer side, in seconds.	100
CallsCustomerAnswered	integer	Quantity of calls answered by the Customer.	12
CustomerAnswerRate	number	Customer answer rate.	0.6
TotalRingTime	integer	Total ring time, in seconds.	100
CallsDialed	integer	Dial-up volume.	100
CallsAnswered	integer	Call connection volume.	100
TotalTalkTime	integer	Total talk time, in seconds.	100
AverageRingTime	number	Average ring time, in seconds.	100
MaxCustomerRingTime	integer	Maximum customer-side ring time, in seconds.	100
TotalCustomerRingTime	integer	Total customer-side ring time, in seconds.	100
AgentHandleRate	number	Agent acknowledgement rate.	1
MaxTalkTime	string	Maximum talk time, in seconds.	100
AnswerRate	string	Answer rate. Calculation Formula: CallsAnswered / CallsDialed. (Because management events for answering and acknowledgement may fall into different Time Ranges, the Result may exceed 100% in certain cases.)	0.5
AverageTalkTime	string	Average talk time, in seconds.	100
CallsAgentHandled	integer	Quantity of calls handled by agents.	5

Examples

Success response

JSON format

{
  "Code": "OK",
  "HttpStatusCode": 200,
  "Message": "无",
  "RequestId": "943D8EF3-3321-471F-A104-51C96FCA94D6",
  "Data": [
    {
      "StatsTime": 1604639129000,
      "Inbound": {
        "AverageRingTime": 11,
        "CallsOverflow": 0,
        "CallsAbandonedInRing": 0,
        "CallsHandled": 2,
        "TotalWorkTime": 23,
        "TotalAbandonedInRingTime": 0,
        "MaxWorkTime": 19,
        "CallsAttendedTransferOut": 0,
        "AverageWaitTime": 11,
        "TotalHoldTime": 0,
        "MaxAbandonTime": 0,
        "AverageWorkTime": 8,
        "CallsQueued": 3,
        "CallsBlindTransferIn": 0,
        "SatisfactionIndex": 0,
        "AverageAbandonedInRingTime": 0,
        "AverageAbandonTime": 0,
        "CallsRinged": 3,
        "CallsBlindTransferOut": 0,
        "CallsAttendedTransferIn": 0,
        "CallsAbandoned": 0,
        "MaxAbandonedInQueueTime": 0,
        "TotalWaitTime": 33,
        "TotalRingTime": 33,
        "MaxTalkTime": 6,
        "MaxRingTime": 18,
        "AbandonRate": 0,
        "TotalTalkTime": 9,
        "TotalAbandonTime": 0,
        "CallsOffered": 3,
        "MaxAbandonedInRingTime": 0,
        "MaxWaitTime": 18,
        "AverageAbandonedInQueueTime": 0,
        "ServiceLevel20": 0,
        "MaxHoldTime": 0,
        "SatisfactionRate": 0,
        "AverageTalkTime": 5,
        "CallsHold": 0,
        "SatisfactionSurveysOffered": 0,
        "HandleRate": 0.6666666666666666,
        "CallsTimeout": 0,
        "SatisfactionSurveysResponded": 0,
        "AverageHoldTime": 0,
        "TotalAbandonedInQueueTime": 0,
        "CallsAbandonedInQueue": 0,
        "CallsQueuingOverflow": 0,
        "CallsQueuingTimeout": 0,
        "TotalMessagesSent": 12,
        "TotalMessagesSentByAgent": 7,
        "TotalMessagesSentByCustomer": 5,
        "AverageFirstResponseTime": 6,
        "AverageResponseTime": 18
      },
      "Outbound": {
        "AverageRingTime": 0,
        "CallsDialed": 2,
        "CallsAnswered": 1,
        "TotalWorkTime": 5,
        "CallsAttendedTransferOut": 0,
        "MaxWorkTime": 4,
        "TotalDialingTime": 60,
        "TotalHoldTime": 0,
        "AverageWorkTime": 3,
        "CallsBlindTransferIn": 0,
        "SatisfactionIndex": 0,
        "CallsRinged": 0,
        "CallsAttendedTransferIn": 0,
        "CallsBlindTransferOut": 0,
        "TotalRingTime": 0,
        "MaxTalkTime": 5,
        "MaxRingTime": 0,
        "TotalTalkTime": 5,
        "MaxDialingTime": 49,
        "AnswerRate": 0,
        "MaxHoldTime": 0,
        "AverageTalkTime": 5,
        "SatisfactionRate": 0,
        "CallsHold": 0,
        "SatisfactionSurveysOffered": 0,
        "SatisfactionSurveysResponded": 0,
        "AverageHoldTime": 0,
        "AverageDialingTime": 30
      },
      "Overall": {
        "TotalTalkTime": 13,
        "TotalLoggedInTime": 9236,
        "OccupancyRate": 0.00422315148470254,
        "TotalWorkTime": 27,
        "MaxHoldTime": 0,
        "MaxWorkTime": 19,
        "AverageBreakTime": 0,
        "TotalHoldTime": 0,
        "SatisfactionRate": 0,
        "MaxBreakTime": 1,
        "AverageWorkTime": 6,
        "AverageTalkTime": 0,
        "SatisfactionIndex": 0,
        "SatisfactionSurveysOffered": 0,
        "SatisfactionSurveysResponded": 0,
        "MaxReadyTime": 4927,
        "AverageReadyTime": 0,
        "AverageHoldTime": 0,
        "TotalReadyTime": 9106,
        "TotalBreakTime": 5,
        "MaxTalkTime": 6,
        "TotalCalls": 5,
        "BreakCodeDetailList": [
          {
            "BreakCode": "会议",
            "Count": 1,
            "Duration": 120
          }
        ]
      },
      "Back2Back": {
        "MaxRingTime": 100,
        "AverageCustomerRingTime": 100,
        "CallsCustomerAnswered": 12,
        "CustomerAnswerRate": 0.6,
        "TotalRingTime": 100,
        "CallsDialed": 100,
        "CallsAnswered": 100,
        "TotalTalkTime": 100,
        "AverageRingTime": 100,
        "MaxCustomerRingTime": 100,
        "TotalCustomerRingTime": 100,
        "AgentHandleRate": 1,
        "MaxTalkTime": "100",
        "AnswerRate": "0.5",
        "AverageTalkTime": "100",
        "CallsAgentHandled": 5
      }
    }
  ]
}

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.