Get inbound statistics
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. |
| abort_in_queue_early | integer | Number of calls discarded by caller, after being placed in a queue and before spending 5 seconds in a queue. |
| after_queue_redirected | integer | Number of calls redirected after leaving a queue. |
| 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. |
| before_queue_redirected | integer | Number of calls redirected before entering a queue. |
| date | integer | Date in yyyymmdd format. |
| last_abort_in_queue_after | integer | Number of calls in last queue time discarded by caller, after being placed in a queue and after the predefined SLA value is reached. |
| last_abort_in_queue_before | integer | Number of calls in last queue time discarded by caller, after being placed in a queue and before the predefined SLA value is reached. |
| last_abort_in_queue_early | integer | Number of calls in last queue time discarded by caller, after being placed in a queue and before spending 5 seconds in a queue. |
| last_answered_after | integer | Number of calls in last queue time answered by the agents after the predefined SLA value is reached. |
| last_answered_before | integer | Number of calls in last queue time answered by the agents before the predefined SLA value is reached. |
| last_queue_time | integer | Last time spent in queue before being answered by an agent. |
| projectid | integer | Project identifier number. The number is generated when a project is created. |
| 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 number. |
| 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 10.22.2019. and 10.22.2019. based on the ‘project’ dimension.
Request
Response body
{
"response": [
{
"projectid": 4,
"queueid": -1,
"date": 20191022,
"answered_before": 1,
"talk_time": 112,
"lab": 1,
"answered_after": 0,
"abort_before_queue": 0,
"abort_in_queue_before": 0,
"abort_in_queue_after": 0,
"time_before_queue": 0,
"queue_time": 0,
"queue_time_without_talktime": 0,
"abort_case_queue_time": 0,
"afterwork": 0,
"bqr": 0,
"aqr": 0,
"aiqe": 0,
"lqt": 0,
"laa": 0,
"laiqb": 0,
"laiqa": 0,
"laiqe": 0
},
{
"projectid": 214,
"queueid": -1,
"date": 20191022,
"answered_before": 51,
"talk_time": 8785,
"lab": 51,
"answered_after": 0,
"abort_before_queue": 0,
"abort_in_queue_before": 0,
"abort_in_queue_after": 0,
"time_before_queue": 0,
"queue_time": 0,
"queue_time_without_talktime": 0,
"abort_case_queue_time": 0,
"afterwork": 0,
"bqr": 0,
"aqr": 0,
"aiqe": 0,
"lqt": 0,
"laa": 0,
"laiqb": 0,
"laiqa": 0,
"laiqe": 0
},
{
"projectid": 221,
"queueid": -1,
"date": 20191022,
"answered_before": 1,
"talk_time": 186,
"lab": 1,
"answered_after": 0,
"abort_before_queue": 0,
"abort_in_queue_before": 0,
"abort_in_queue_after": 0,
"time_before_queue": 0,
"queue_time": 0,
"queue_time_without_talktime": 0,
"abort_case_queue_time": 0,
"afterwork": 0,
"bqr": 0,
"aqr": 0,
"aiqe": 0,
"lqt": 0,
"laa": 0,
"laiqb": 0,
"laiqa": 0,
"laiqe": 0
},
{
"projectid": 237,
"queueid": -1,
"date": 20191022,
"answered_before": 6,
"talk_time": 1201,
"lab": 6,
"answered_after": 0,
"abort_before_queue": 0,
"abort_in_queue_before": 0,
"abort_in_queue_after": 0,
"time_before_queue": 0,
"queue_time": 0,
"queue_time_without_talktime": 0,
"abort_case_queue_time": 0,
"afterwork": 0,
"bqr": 0,
"aqr": 0,
"aiqe": 0,
"lqt": 0,
"laa": 0,
"laiqb": 0,
"laiqa": 0,
"laiqe": 0
},
{
"projectid": 370,
"queueid": -1,
"date": 20191022,
"abort_before_queue": 2,
"time_before_queue": 17,
"answered_before": 0,
"answered_after": 0,
"abort_in_queue_before": 0,
"abort_in_queue_after": 0,
"queue_time": 0,
"queue_time_without_talktime": 0,
"talk_time": 0,
"abort_case_queue_time": 0,
"afterwork": 0,
"bqr": 0,
"aqr": 0,
"aiqe": 0,
"lqt": 0,
"lab": 0,
"laa": 0,
"laiqb": 0,
"laiqa": 0,
"laiqe": 0
},
{
"projectid": 370,
"queueid": 908,
"date": 20191022,
"afterwork": 63,
"answered_before": 3,
"answered_after": 0,
"abort_before_queue": 0,
"abort_in_queue_before": 1,
"abort_in_queue_after": 0,
"time_before_queue": 69,
"queue_time": 54,
"queue_time_without_talktime": 3,
"talk_time": 193,
"abort_case_queue_time": 3,
"bqr": 0,
"aqr": 0,
"aiqe": 1,
"lqt": 54,
"lab": 3,
"laa": 0,
"laiqb": 1,
"laiqa": 0,
"laiqe": 1
}
],
"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. |
Comments
Can’t find what you need? Use the comment section below to connect with others, get answers from our experts, or share your ideas with us.
There are no comments yet.