NSns-api
Call Center/Statistics
44.3

Get Callqueue Statistics for all Queues Aggregated

Changed on
get/domains/{domain}/statistics/callqueues/aggregate

Request

  • Base URL
    https://ns-api.com/ns-api/v2
  • URL
    https://ns-api.com/ns-api/v2/domains/{domain}/statistics/callqueues/aggregate
  • 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 VOL,CH,ATT,AC,AWT,SL

remove_zerosstring

Remove zeros from the results

queue_liststring

Allows for a filter of certain queues. List can be comma separated for example 5202,5201

Response

calls-total-countinteger

Number of calls originating through a Call Queue. Includes answered calls, abandoned calls, forwards, and voicemail.

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-presented-countinteger

Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.

calls-presented-adjusted-countinteger

Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds.

calls-voicemailed-countinteger

Number of calls handled by the automated voicemail system.

calls-forwarded-countinteger

Number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail.

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-callback-requests-countinteger

Number of calls that requested a callback rather than waiting in the queue.

calls-holding-avg-duration-secondsnumber

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

calls-service-level-percentnumber

The ratio of calls meeting the configurable service level agreement.

calls-presented-percentnumber

Percentage of calls that landed in the queue and were offered to an agent.

calls-abandoned-countinteger

Number of calls that abandoned the queue before being answered by an agent.

calls-abandoned-adjusted-countinteger

Adjusted number of calls that abandoned the queue. Excludes calls abandoned in less than 10 seconds.

calls-abandoned-ratenumber

Percentage of calls offered that were abandoned before being offered to an agent.

calls-abandoned-adjusted-ratenumber

Percentage of calls offered that were abandoned in under 10 seconds.

calls-handling-avg-duration-minutesnumber

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

calls-queueing-avg-duration-secondsnumber

Average number of seconds a caller spent in the selected queue before being dispatched to an agent. If none selected, total for all queues will be displayed.

sms-conversations-countinteger

Number of SMS sessions handled through a Call Queue.

sms-handling-avg-duration-secondsnumber

Average time an agent spent handling an SMS session from the queue, starting from the moment they accept the message until it is terminated.

Changes