---
title: "Agent Metrics"
method: GET
path: "/api/v2/wfm/metrics/agent"
tags: ["Metrics"]
---

# Agent Metrics

`GET /api/v2/wfm/metrics/agent`

## Request

- Base URL: `https://dialpad.com`
- URL: `https://dialpad.com/api/v2/wfm/metrics/agent`
- Auth: HTTP bearer

Returns paginated, detailed agent-level performance metrics.

Rate limit: 1200 per minute.

## Query parameters

- `ids` string
- `emails` string
- `cursor` string
- `end` string, date-time, required
- `start` string, date-time, required

## Response `200`

A successful response

- AgentMetricsResponse
  - `cursor` string: A token used to return the next page of a previous request. Use the cursor provided in the previous response.
  - `items` AgentMetrics[], required: A list of agent metrics entries.
    - `actual_occupancy` OccupancyInfo
      - `percentage` number, double: The occupancy percentage (between 0 and 1).
      - `seconds_lost` integer: The number of seconds lost.
    - `adherence_score` number, double: The agent's schedule adherence score (as a percentage).
    - `agent` AgentInfo
      - `email` string: The email address of the agent.
      - `name` string: The display name of the agent.
    - `conversations_closed_per_hour` number, double: The number of conversations closed per hour.
    - `conversations_closed_per_service_hour` number, double: The numbers of conversations closed per service hour.
    - `dialpad_availability` OccupancyInfo
      - `percentage` number, double: The occupancy percentage (between 0 and 1).
      - `seconds_lost` integer: The number of seconds lost.
    - `dialpad_time_in_status` DialpadTimeInStatus
      - `available` StatusTimeInfo
        - `percentage` number, double: The percentage of time spent in this status (between 0 and 1).
        - `seconds` integer: The number of seconds spent in this status.
      - `busy` StatusTimeInfo
        - `percentage` number, double: The percentage of time spent in this status (between 0 and 1).
        - `seconds` integer: The number of seconds spent in this status.
      - `occupied` StatusTimeInfo
        - `percentage` number, double: The percentage of time spent in this status (between 0 and 1).
        - `seconds` integer: The number of seconds spent in this status.
      - `unavailable` StatusTimeInfo
        - `percentage` number, double: The percentage of time spent in this status (between 0 and 1).
        - `seconds` integer: The number of seconds spent in this status.
      - `wrapup` StatusTimeInfo
        - `percentage` number, double: The percentage of time spent in this status (between 0 and 1).
        - `seconds` integer: The number of seconds spent in this status.
    - `interval` TimeInterval
      - `end` string, date-time: The end timestamp (exclusive) in ISO-8601 format.
      - `start` string, date-time: The start timestamp (inclusive) in ISO-8601 format.
    - `occupancy` number, double: The agent's occupancy rate (between 0 and 1).
    - `planned_occupancy` OccupancyInfo
      - `percentage` number, double: The occupancy percentage (between 0 and 1).
      - `seconds_lost` integer: The number of seconds lost.
    - `scheduled_hours` number, double: The number of hours scheduled for the agent.
    - `time_in_adherence` StatusTimeInfo
      - `percentage` number, double: The percentage of time spent in this status (between 0 and 1).
      - `seconds` integer: The number of seconds spent in this status.
    - `time_in_exception` StatusTimeInfo
      - `percentage` number, double: The percentage of time spent in this status (between 0 and 1).
      - `seconds` integer: The number of seconds spent in this status.
    - `time_on_task` number, double: The proportion of time spent on task (between 0 and 1).
    - `time_out_of_adherence` StatusTimeInfo
      - `percentage` number, double: The percentage of time spent in this status (between 0 and 1).
      - `seconds` integer: The number of seconds spent in this status.
    - `total_conversations_closed` integer: The total number of conversations closed by the agent.
    - `utilisation` number, double: The agent's utilization rate (between 0 and 1).

---

[API](https://skmtc.dev/dialpad/apis/dialpad-wfm.md) - [All operations](https://skmtc.dev/dialpad/apis/dialpad-wfm/llms.txt) - [OpenAPI document](https://skmtc.dev/dialpad/apis/dialpad-wfm/revisions/842ffcc45ee8?raw)