Wiki source code of Statistics

Last modified by michaely on 2021/09/10 23:34
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1 {{layout}}
2 {{layout-section ac:type="two_right_sidebar"}}
3 {{layout-cell}}
4 {{warning}}
5 This page is currently being written. Although the information below is probably accurate, it may not be complete or may have errors.
6 {{/warning}}
7
8 {{info}}
9 The information on this page applies to **iSymphony 3.2+**.
10 {{/info}}
11
12 {{note}}
13 This resource is restricted by licensing. See the resource and action path information below for more details.
14 {{/note}}
15
16 === (% style="color: rgb(0,0,0);" %)Description(%%) ===
17
18 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.
19 {{/layout-cell}}
20
21 {{layout-cell}}
22 {{panel title="On this page:"}}
23
24
25 {{toc maxLevel="2" indent="1"/}}
26 {{/panel}}
27 {{/layout-cell}}
28 {{/layout-section}}
29
30 {{layout-section ac:type="single"}}
31 {{layout-cell}}
32 (% style="color: rgb(0,0,0);" %)
33
34
35 = (% style="color: rgb(0,0,0);" %)JSON Representation(%%) =
36
37 {{code}}
38 {
39 "id": "f74af8c5-c62b-4dd8-99dc-88d7459c90e2",
40 "name": "abandoned",
41 "value": 18
42 }
43 {{/code}}
44
45 (% style="line-height: 1.4285715;" %)
46 |=(((
47 Property
48 )))|=(((
49 Type
50 )))|=(((
51 Description
52 )))
53 |(((
54 {{{id}}}
55 )))|(((
56 String
57 )))|(((
58 The id of the statistic.
59 )))
60 |(% colspan="1" %)(% colspan="1" %)
61 (((
62 name
63 )))|(% colspan="1" %)(% colspan="1" %)
64 (((
65 String
66 )))|(% colspan="1" %)(% colspan="1" %)
67 (((
68 Specifies if the agent is paused.
69 )))
70 |(% colspan="1" %)(% colspan="1" %)
71 (((
72 value
73 )))|(% colspan="1" %)(% colspan="1" %)
74 (((
75 Varying
76 )))|(% colspan="1" %)(% colspan="1" %)
77 (((
78 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.
79 )))
80
81 = Queue Statistics =
82
83 |=(((
84 Name
85 )))|=(% colspan="1" %)(% colspan="1" %)
86 (((
87 Type
88 )))|=(((
89 Description
90 )))
91 |(((
92 totalCalls
93 )))|(% colspan="1" %)(% colspan="1" %)
94 (((
95 Integer
96 )))|(((
97 The total number of calls that have entered the queue.
98 )))
99 |(((
100 averageTalkTime
101 )))|(% colspan="1" %)(% colspan="1" %)
102 (((
103 Integer
104 )))|(((
105 The average talk time of agents in the queue. Specified in seconds.
106 )))
107 |(% colspan="1" %)(% colspan="1" %)
108 (((
109 averageHoldTime
110 )))|(% colspan="1" %)(% colspan="1" %)
111 (((
112 Integer
113 )))|(% colspan="1" %)(% colspan="1" %)
114 (((
115 The average hold time of calls waiting in the queue. Specified in seconds.
116 )))
117 |(% colspan="1" %)(% colspan="1" %)
118 (((
119 serviceLevelPerf
120 )))|(% colspan="1" %)(% colspan="1" %)
121 (((
122 Float
123 )))|(% colspan="1" %)(% colspan="1" %)
124 (((
125 The percentage of calls in queue that were answered withing the time specified by serviceLevel.
126 )))
127 |(% colspan="1" %)(% colspan="1" %)
128 (((
129 completed
130 )))|(% colspan="1" %)(% colspan="1" %)
131 (((
132 Integer
133 )))|(% colspan="1" %)(% colspan="1" %)
134 (((
135 The total number of calls that were answered by agents in the queue.
136 )))
137 |(% colspan="1" %)(% colspan="1" %)
138 (((
139 abandoned
140 )))|(% colspan="1" %)(% colspan="1" %)
141 (((
142 Integer
143 )))|(% colspan="1" %)(% colspan="1" %)
144 (((
145 The total number of calls that left the queue before being answered by an agent.
146 )))
147 |(% colspan="1" %)(% colspan="1" %)
148 (((
149 max
150 )))|(% colspan="1" %)(% colspan="1" %)
151 (((
152 Integer
153 )))|(% colspan="1" %)(% colspan="1" %)
154 (((
155 The maximum number of calls allowed in the queue.
156 )))
157 |(% colspan="1" %)(% colspan="1" %)
158 (((
159 weight
160 )))|(% colspan="1" %)(% colspan="1" %)
161 (((
162 Integer
163 )))|(% colspan="1" %)(% colspan="1" %)
164 (((
165 The weight of the queue.
166 )))
167 |(% colspan="1" %)(% colspan="1" %)
168 (((
169 strategy
170 )))|(% colspan="1" %)(% colspan="1" %)
171 (((
172 String
173 )))|(% colspan="1" %)(% colspan="1" %)
174 (((
175 The ring strategy of the queue.
176 )))
177 |(% colspan="1" %)(% colspan="1" %)
178 (((
179 serviceLevel
180 )))|(% colspan="1" %)(% colspan="1" %)
181 (((
182 Integer
183 )))|(% colspan="1" %)(% colspan="1" %)
184 (((
185 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.
186 )))
187
188 = Agent Statistics =
189
190 |=(((
191 Name
192 )))|=(% colspan="1" %)(% colspan="1" %)
193 (((
194 Type
195 )))|=(((
196 Description
197 )))
198 |(((
199 lastCallTime
200 )))|(% colspan="1" %)(% colspan="1" %)
201 (((
202 Long
203 )))|(((
204 The time specifying when the agent took their last call. Specified as a unix timestamp, in milliseconds.
205 )))
206 |(((
207 callsTaken
208 )))|(% colspan="1" %)(% colspan="1" %)
209 (((
210 Integer
211 )))|(((
212 The total number of calls the agent has taken from the queue.
213 )))
214 |(% colspan="1" %)(% colspan="1" %)
215 (((
216 penalty
217 )))|(% colspan="1" %)(% colspan="1" %)
218 (((
219 Integer
220 )))|(% colspan="1" %)(% colspan="1" %)
221 (((
222 The current penalty value of the agent.
223 )))
224
225 = Root Resource Paths =
226
227 Paths used to access sets of the resource, in relation to parent resources.
228
229 |=(% colspan="2" %)(% colspan="2" %)
230 (((
231 {{{communication_manager/rest/live/coreServers/[{core_server_id} | getByName/{core_server_slug}]/queues/[{queue_id} | getByName/{queue_identifier}]/statistics}}}
232 )))
233 |(% class="highlight-grey" data-highlight-colour="grey" %)(% class="highlight-grey" data-highlight-colour="grey" %)
234 (((
235 **Description**
236 )))|(((
237 Provides access to all statistics for the specified queue.
238
239 {{info}}
240 This resource will not be available if the queue is not enabled.\\
241 {{/info}}
242
243 **Parameters:**
244
245 * core_server_id: the id of the parent core server\\
246 * core_server_slug: the slug of the parent core server
247 * queue_id: the id of the parent queue
248 * queue_identifier: the identifier of the parent queue
249
250 **Errors:**
251
252 * 404 Not Found: Returned if no core server with the given id or slug exists
253 * 404 Not Found: Returned if no queue with the given id or identifier exists
254 * 403 Forbidden: Returned if the specified queue is not enabled
255 )))
256 |(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)
257 (((
258 **GET**
259 )))|(% colspan="1" %)(% colspan="1" %)
260 (((
261 Gets all statistics for the specified queue.
262 )))
263 |(% colspan="2" %)(% colspan="2" %)
264 (((
265
266 )))
267 |=(% colspan="2" %)(% colspan="2" %)
268 (((
269 {{{communication_manager/rest/live/coreServers/[{core_server_id} | getByName/{core_server_slug}]/queues/[{queue_id} | getByName/{queue_identifier}]/agents/{agent_id}/statistics}}}
270 )))
271 |(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)
272 (((
273 **Description**
274 )))|(% colspan="1" %)(% colspan="1" %)
275 (((
276 Provides access to all statistics for the specified agent.
277
278 {{info}}
279 This resource will not be available if the agent's extension is not bound to a licensed/full user.
280 {{/info}}
281
282 **Parameters:**
283
284 * core_server_id: the id of the parent core server\\
285 * core_server_slug: the slug of the parent core server
286 * agent_id: the id of the parent agent
287
288 **Errors:**
289
290 * 404 Not Found: Returned if no core server with the given id or slug exists
291 * 404 Not Found: Returned if no agent with the given id exists
292 * 403 Forbidden: Returned if the specified agent's extension is not bound to a licensed/full user.
293 )))
294 |(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)
295 (((
296 **GET**
297 )))|(% colspan="1" %)(% colspan="1" %)
298 (((
299 Gets all statistics for the specified agent.
300 )))
301
302 = Instance Resource Paths =
303
304 Paths used to access a specific instance of the resource.
305
306 |=(% colspan="2" %)(% colspan="2" %)
307 (((
308 {{{{root_resource_path}/{statistic_id}}}}
309 )))
310 |(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)
311 (((
312 **Description**
313 )))|(% colspan="1" %)(% colspan="1" %)
314 (((
315 Provides access to a specified statistic, by statistic id.
316
317 {{info}}
318 This resource will not be available if the queue is not enabled.
319
320 This resource will not be available if the agent's extension is not bound to a licensed/full user.
321 {{/info}}
322
323 **Parameters:**
324
325 * root_resource_path: One of the root resource paths for this resource. See Root Resource Paths above
326 * statistic_id: the id of the statistic to access
327
328 **Errors:**
329
330 * 404 Not Found: Returned if any of the ancestors in the root resource path could not be found
331 * 404 Not Found: Returned if no statistic with the specified statistic id could be found
332 * 403 Forbidden: Returned if the specified queue is not enabled
333 * 403 Forbidden: Returned if the specified agent's extension is not bound to a licensed/full user.
334 )))
335 |(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)
336 (((
337 **GET**
338 )))|(% colspan="1" %)(% colspan="1" %)
339 (((
340 Gets the specified statistic.
341 )))
342 |(% colspan="2" %)(% colspan="2" %)
343 (((
344
345 )))
346 |=(% colspan="2" %)(% colspan="2" %)
347 (((
348 {{{{root_resource_path}/{statistic_name}}}}
349 )))
350 |(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)
351 (((
352 **Description**
353 )))|(% colspan="1" %)(% colspan="1" %)
354 (((
355 Provides access to the specified statistic, by statistic name.
356
357 {{info}}
358 This resource will not be available if the queue is not enabled.
359
360 This resource will not be available if the agent's extension is not bound to a licensed/full user.
361 {{/info}}
362
363 **Parameters:**
364
365 * root_resource_path: One of the root resource paths for this resource. See Root Resource Paths above
366 * statistic_name: the name of the statistic to access
367
368 **Errors:**
369
370 * 404 Not Found: Returned if any of the ancestors in the root resource path could not be found
371 * 404 Not Found: Returned if no statistic with the specified statistic name could be found
372 * 403 Forbidden: Returned if the specified queue is not enabled
373 * 403 Forbidden: Returned if the specified agent's extension is not bound to a licensed/full user.
374 )))
375 |(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)(% class="highlight-grey" colspan="1" data-highlight-colour="grey" %)
376 (((
377 **GET**
378 )))|(% colspan="1" %)(% colspan="1" %)
379 (((
380 Gets the specified statistic.
381 )))
382
383 =
384 Curl Examples =
385
386 === Get all statistics for a queue ===
387
388 {{code language="bash"}}
389 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
390 {{/code}}
391
392 === Get a specific statistic for a queue ===
393
394 {{code language="bash"}}
395 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
396 {{/code}}
397
398 === (% style="color: rgb(0,0,0);" %)Get all statistics for an agent(%%) ===
399
400 {{code language="bash"}}
401 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
402 {{/code}}
403
404 === Get a specific statistic for an agent ===
405
406 {{code language="bash"}}
407 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
408 {{/code}}
409 {{/layout-cell}}
410 {{/layout-section}}
411 {{/layout}}

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