Statistics

Last modified by michaely on 2021/09/10 23:34

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:

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JSON Representation

{
"id": "f74af8c5-c62b-4dd8-99dc-88d7459c90e2",
"name": "abandoned",
"value": 18
}

Property	Type	Description
id	String	The id of the statistic.
name	String	Specifies if the agent is paused.
value	Varying	The 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

Name	Type	Description
totalCalls	Integer	The total number of calls that have entered the queue.
averageTalkTime	Integer	The average talk time of agents in the queue. Specified in seconds.
averageHoldTime	Integer	The average hold time of calls waiting in the queue. Specified in seconds.
serviceLevelPerf	Float	The percentage of calls in queue that were answered withing the time specified by serviceLevel.
completed	Integer	The total number of calls that were answered by agents in the queue.
abandoned	Integer	The total number of calls that left the queue before being answered by an agent.
max	Integer	The maximum number of calls allowed in the queue.
weight	Integer	The weight of the queue.
strategy	String	The ring strategy of the queue.
serviceLevel	Integer	The 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

Name	Type	Description
lastCallTime	Long	The time specifying when the agent took their last call. Specified as a unix timestamp, in milliseconds.
callsTaken	Integer	The total number of calls the agent has taken from the queue.
penalty	Integer	The 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. Information 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
GET	Gets 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. Information 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. Information 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.
GET	Gets the specified statistic.

{root_resource_path}/{statistic_name}
Description	Provides access to the specified statistic, by statistic name. Information 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.
GET	Gets 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

Statistics

Description

JSON Representation

Queue Statistics

Agent Statistics

Root Resource Paths

Instance Resource Paths

Curl Examples

Get all statistics for a queue

Get a specific statistic for a queue

Get all statistics for an agent

Get a specific statistic for an agent

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