Get inbound statistics

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Retrieve inbound statistics, filtered according to given options.

Request
Method GET
Resource https://[customer].asp.virtual-call-center.eu/v2/statistics/inbound
Options from, to, dimensions, teams, projects, manual_sla, of
Body N/A
Response
Body Requested inbound statistic records in tabulator-tabbed, CSV or JSON format.

Request

Resource parameters

Name Type Mandatory Comment
customer string yes Your call centre’s unique identifier (subdomain).

Options

Name Type Mandatory Comment
dimensions string yes Available values:
– project
– queue
– date.
A dimension combines data per the selected variable. You can use each dimension separately or collectively. If, for example, a project is chosen as the variable, statistics will be summarized per project; if a queue is chosen, then statistics will be summarized per queue, and so on. If you use more than one dimension simultaneously, for example per both project and date, the results of the combined dimensions will be displayed. To use multiple dimensions, dimension names must be separated with commas. Example: dimensions=project,queue,date
from string yes First date of the requested time period to be searched, in yyyymmdd format (e.g: from=20120301).
to string yes Last date of the requested time period to be searched, in yyyymmdd format (e.g: from=20120331).
manual_sla integer no A default SLA (30 seconds) is used in some statistics values eg: ‘answered_after’ or ‘answered_before’. This value can be overwritten with a custom value eg: manual_sla=40.
of string no Output format. Possible values:
– tab
– cvs
– json (default)
projects integer no From which specific project(s) should data be retrieved. If there are several items, they should be separated with commas. (e.g: projects=53,64).
teams integer no Which team, or teams, should the data relate to. If there are several items, they should be separated with commas. (e.g: teams=3,4).

Response

Response object

Name Type Comment
abort_before_queue integer Number of calls discarded by caller, before being placed in a queue.
abort_case_queue_time integer Average time spent in queue before the caller discards the call.
abort_in_queue_after integer Number of calls discarded by caller, after being placed in a queue and after the predefined SLA value is reached.
abort_in_queue_before integer Number of calls discarded by caller, after being placed in a queue and before the predefined SLA value is reached.
afterwork integer Average time spent in ‘afterwork’ status.
answered_after integer Number of calls answered by agents after the predefined SLA value is reached.
answered_before integer Number of calls answered by the agents before the predefined SLA value is reached.
date integer Date in yyyymmdd format.
projectid integer Project identifier.
queue_time integer Time spent in queue before being answered by an agent.
queue_time_without_talktime integer Average time before calls are discarded.
queueid integer Queue identifier.
redirect_before_queue integer Number of calls redirected before entering a queue.
redirect_after_queue integer Number of calls redirected after leaving a queue.
talk_time integer Time spent talking with an agent.
time_before_queue integer Average time spent before calls are placed in a queue.

Example

List inbound statistics between 01.01.2015. and 01.20.2015. based on the ‘project’ dimension.

Request

https://mycc.asp.virtual-call-center.eu/v2/statistics/inbound?from=20180520&to=20180527&dimensions=project,date,queue

Response body

{
    "response": [
        {
            "projectid": 422,
            "date": 20180520,
            "queueid": 151,
            "answered_after": 0,
            "answered_before": 3,
            "queue_time": 27,
            "redirect_after_queue": 0,
            "abort_in_queue_after": 0,
            "talk_time": 15,
            "abort_in_queue_before": 3,
            "abort_before_queue": 7,
            "afterwork": 516,
            "abort_case_queue_time": 3,
            "redirect_before_queue": 0,
            "queue_time_without_talktime": 7,
            "time_before_queue": 7
        },
        {
            "projectid": "422",
            "date": 20120620,
            "queueid": 152,
            "answered_after": 0,
            "answered_before": 0,
            "queue_time": 4,
            "redirect_after_queue": 0,
            "abort_in_queue_after": 0,
            "talk_time": 0,
            "abort_in_queue_before": 2,
            "abort_before_queue": 7,
            "afterwork": 0,
            "abort_case_queue_time": 2,
            "redirect_before_queue": 0,
            "queue_time_without_talktime": 4,
            "time_before_queue": 7
        },
        {
            "projectid": 422,
            "date": 20180520,
            "queueid": 515,
            "answered_after": 0,
            "answered_before": 0,
            "queue_time": 4,
            "redirect_after_queue": 0,
            "abort_in_queue_after": 0,
            "talk_time": 0,
            "abort_in_queue_before": 2,
            "abort_before_queue": 7,
            "afterwork": 0,
            "abort_case_queue_time": 2,
            "redirect_before_queue": 0,
            "queue_time_without_talktime": 4,
            "time_before_queue": 7
        }
    ],
    "errors": []
}

Possible errors

HTTP Code Message Description
417 error.argument_format_error One of the parameters is incorrect.
417 error.argument_missing_or_empty Missing parameter in the URL.
417 error.maximum_date_interval_reached More than the maximum search period (1 month) has been requested.

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