NSns-api
Call Center/Statistics
hidetemp

Get Agent Statistics for Single Agent

Changed on
get/domains/{domain}/statistics/agent/{agent}

Request

  • Base URL
    https://ns-api.com/ns-api/v2
  • URL
    https://ns-api.com/ns-api/v2/domains/{domain}/statistics/agent/{agent}
  • Auth
    HTTP bearer

Path parameters

domainstring required

This is the main organization name. This is used to link resource to its group/tenant/organization/enterprise. Then using in path for GET you can set to "~" to use the domain name linked to your token/key instead of the domain name itself when reading for your own domain.

Example:example.com

This is the main organization name. This is used to link resource to its group/tenant/organization/enterprise.

agentstring required

When used in path the agent value will link to a extension id for a call center agent.

Query parameters

datetime-startstring rfc3339 required

This is the start of the time window for a given query. The format is based on RFC3339 but also will support additonal params for use in providing a timezone which will allow the API to give the correct range for a given set of data and will be formated in respone using the same format.

Supported formats include.

  • 2023-11-27 13:00:00
  • 2023-11-27T13:00:00Z
  • 2023-11-27T13:00:00-08:00
  • 2023-11-27T13:00:00-08:00[US/Pacific]
  • 2023-11-27T13:00:00Z[America/Phoenix]

This is the start of the time window for a given query. The format is based on RFC3339 but also will support additonal params for use in providing a timezone which will allow the API to give the correct range for a given set of data and will be formated in respone using the same format.

Supported formats include.

2023-11-27 13:00:00 2023-11-27T13:00:00Z 2023-11-27T13:00:00-08:00 2023-11-27T13:00:00-08:00[US/Pacific] 2023-11-27T13:00:00Z[America/Phoenix]

datetime-endstring rfc3339 required

This is the end of the time window for a given query. The format is based on RFC3339 but also will support additonal params for use in providing a timezone which will allow the API to give the correct range for a given set of data and will be formated in respone using the same format. Allowed values same as datetime-start.

This is the end of the time window for a given query. The format is based on RFC3339 but also will support additonal params for use in providing a timezone which will allow the API to give the correct range for a given set of data and will be formated in respone using the same format. Allowed values same as datetime-start.

fieldsstring

Fields in order to fill and get particular statistics for. Separate multiple fields with "," Default value is NAME,CH,ATT,AH,AHT,TT

remove_zerosstring

Remove zeros from the results

Response

calls-answered-countinteger

Number of calls answered by agent originating through a Call Queue. The call must also terminate with the agent to be counted as a call handled.

calls-talking-avg-duration-minutesnumber

Average number of minutes spent by agent talking per call, on calls originating through a Call Queue. Excludes hold time.

calls-assisted-countinteger

Number of calls answered and then transferred to another agent.

calls-after-call-work-avg-duration-secondsinteger

Average time an agent spends between the end of a call and submitting call disposition.

This metric is only applied to agents using Single Call Mode.

calls-holding-avg-duration-secondsnumber

Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue.

calls-handling-avg-duration-minutesnumber

Average time an agent spent on a call. Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW).

outbound-calls-attempted-countinteger

Number of outbound call attempts by an agent. Excludes on-net calls and conference calls.

outbound-calls-answered-countinteger

Number of outbound calls by agent answered by a remote party. Includes calls answered by voicemail. Excludes on-net calls and conference calls.

outbound-calls-duration-minutesnumber

Number of minutes spent by an agent on outbound calls. Includes talk and hold time. Excludes call center calls, on-net calls, and conference calls.

outbound-calls-avg-duration-minutesnumber

Average length of time spent by an agent on outbound calls. Excludes call center calls, on-net calls, and conference calls.

inbound-calls-presented-countinteger

Number of attempted calls inbound to agent. Includes call center calls. Excludes on-net calls and conference calls.

inbound-calls-answered-countinteger

Number of inbound answered calls to an agent. Includes call center calls. Excludes on-net calls and conference calls.

inbound-calls-duration-minutesnumber

Number of minutes spent by an agent on inbound calls. Includes call center calls. Includes talk and hold time. Excludes on-net calls and conference calls.

inbound-calls-avg-duration-minutesnumber

Average length of time spent by an agent on inbound calls. Includes call center calls. Excludes on-net calls and conference calls.

namestring

Name

calls-talking-duration-minutesnumber

The number of minutes spent by an agent on answered calls originating through a Call Queue.

calls-unanswered-countinteger

Number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls.

Changes