NSns-api
Call Center/Statistics
44.3

Get Agent Statistics for all Queues by Agent

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

Request

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

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

departmentstring

This is the depertment that queue belongs to in the domain.

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