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This page is currently being written. Although the information below is probably accurate, it may not be complete or may have errors.

The information on this page applies to iSymphony 3.2+.

This resource is restricted by licensing. See the resource and action path information below for more details.

Description

The live statistic REST resource provides access to information about agent and queue statistics. There are currently no actions that can be performed on statistics.

On this page:

 


JSON Representation

{
  "id": "f74af8c5-c62b-4dd8-99dc-88d7459c90e2",
  "name": "abandoned",
  "value": 18
}
PropertyTypeDescription
id
StringThe id of the statistic.
nameStringSpecifies if the agent is paused.
valueVaryingThe value of the statistic. The type of the value varies depending on the specific statistic. See Queue and Agent Statistics below for more information.

Queue Statistics

NameTypeDescription
totalCallsIntegerThe total number of calls that have entered the queue.
averageTalkTimeIntegerThe average talk time of agents in the queue. Specified in seconds.
averageHoldTimeIntegerThe average hold time of calls waiting in the queue. Specified in seconds.
serviceLevelPerfFloatThe percentage of calls in queue that were answered withing the time specified by serviceLevel.
completedIntegerThe total number of calls that were answered by agents in the queue.
abandonedIntegerThe total number of calls that left the queue before being answered by an agent.
maxIntegerThe maximum number of calls allowed in the queue.
weightIntegerThe weight of the queue.
strategyStringThe ring strategy of the queue.
serviceLevelIntegerThe maximum number of seconds a call should be waiting in the queue before being picked up by an agent. Effects the value of serviceLevelPerf. Specified in seconds.

Agent Statistics

NameTypeDescription
lastCallTimeLongThe time specifying when the agent took their last call. Specified as a unix timestamp, in milliseconds.
callsTakenIntegerThe total number of calls the agent has taken from the queue.
penaltyIntegerThe current penalty value of the agent.

Root Resource Paths

Paths used to access sets of the resource, in relation to parent resources.

communication_manager/rest/live/coreServers/[{core_server_id} | getByName/{core_server_slug}]/queues/[{queue_id} | getByName/{queue_identifier}]/statistics
Description

Provides access to all statistics for the specified queue.

This resource will not be available if the queue is not enabled.

Parameters:

  • core_server_id: the id of the parent core server
  • core_server_slug: the slug of the parent core server
  • queue_id: the id of the parent queue
  • queue_identifier: the identifier of the parent queue

Errors:

  • 404 Not Found: Returned if no core server with the given id or slug exists
  • 404 Not Found: Returned if no queue with the given id or identifier exists
  • 403 Forbidden: Returned if the specified queue is not enabled
GETGets all statistics for the specified queue.
 
communication_manager/rest/live/coreServers/[{core_server_id} | getByName/{core_server_slug}]/queues/[{queue_id} | getByName/{queue_identifier}]/agents/{agent_id}/statistics
Description

Provides access to all statistics for the specified agent.

This resource will not be available if the agent's extension is not bound to a licensed/full user.

Parameters:

  • core_server_id: the id of the parent core server
  • core_server_slug: the slug of the parent core server
  • agent_id: the id of the parent agent

Errors:

  • 404 Not Found: Returned if no core server with the given id or slug exists
  • 404 Not Found: Returned if no agent with the given id exists
  • 403 Forbidden: Returned if the specified agent's extension is not bound to a licensed/full user.
GET Gets all statistics for the specified agent.

Instance Resource Paths

Paths used to access a specific instance of the resource.

{root_resource_path}/{statistic_id}
Description

Provides access to a specified statistic, by statistic id.

This resource will not be available if the queue is not enabled.

This resource will not be available if the agent's extension is not bound to a licensed/full user.

Parameters:

  • root_resource_path: One of the root resource paths for this resource. See Root Resource Paths above
  • statistic_id: the id of the statistic to access

Errors:

  • 404 Not Found: Returned if any of the ancestors in the root resource path could not be found
  • 404 Not Found: Returned if no statistic with the specified statistic id could be found
  • 403 Forbidden: Returned if the specified queue is not enabled
  • 403 Forbidden: Returned if the specified agent's extension is not bound to a licensed/full user.
GETGets the specified statistic.
 
{root_resource_path}/{statistic_name}
Description

Provides access to the specified statistic, by statistic name.

This resource will not be available if the queue is not enabled.

This resource will not be available if the agent's extension is not bound to a licensed/full user.

Parameters:

  • root_resource_path: One of the root resource paths for this resource. See Root Resource Paths above
  • statistic_name: the name of the statistic to access

Errors:

  • 404 Not Found: Returned if any of the ancestors in the root resource path could not be found
  • 404 Not Found: Returned if no statistic with the specified statistic name could be found
  • 403 Forbidden: Returned if the specified queue is not enabled
  • 403 Forbidden: Returned if the specified agent's extension is not bound to a licensed/full user.
GETGets the specified statistic.


Curl Examples

Get all statistics for a queue

curl --user manager:manag3rpa55word -i -H "Accept: application/json" http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/statistics

Get a specific statistic for a queue 

curl --user manager:manag3rpa55word -i -H "Accept: application/json" http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/statistics/4739429d-bae2-47bd-bd01-88c63d26d8ae

Get all statistics for an agent

curl --user manager:manag3rpa55word -i -H "Accept: application/json" http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/agents/20304714-df17-43c7-a569-d322724f17fd/statistics

Get a specific statistic for an agent 

curl --user manager:manag3rpa55word -i -H "Accept: application/json" http://localhost:58080/communication_manager/rest/live/coreServers/ca5de6c4-17bd-46ce-95a2-8b29c7812ca4/queues7a2eeb64-24e1-418f-97fd-28880ba6539e/agents/20304714-df17-43c7-a569-d322724f17fd/statistics/4739429d-bae2-47bd-bd01-88c63d26d8ae
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