Contact Volume API¶

To retrieve call volume details associated with a specified collection point for a given interval, including fields mapped to specific field names relevant to the Workforce Management (WFM) client.

Method	POST
Endpoint	`https://{{host}}/agentassist/api/public/analytics/account/{{AccountId}}/callvolume`
Content-Type	`application/json`
Authorization	`auth: {{JWT}}` See How to generate the JWT Token.
API Scope	WFM Integration

Path Parameters¶

Parameter	Description	Type
`host`	Environment URL. For example: `https://platform.kore.ai`	string, required
`AccountId`	Unique identifier for the account.	string, required

Sample Request¶

curl --location 'https://{{host}}/agentassist/api/public/analytics/account/636f5b36bcf8a8c7101exxxx/callvolume' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLWNhYzQ3NGEzLTBhYTktNWM2Yi1iMzA2LTMyNjNhM2E1YWQxYSJ9.W5HbU67WJ4YNaWtkZJsyLkxvq8nnK3sHb3StnUCxxxx' \
--header 'Content-Type: application/json' \
--data '{
    "orgId": "o-01aedac2-26fb-5bdb-bb0f-f71292caxxxx",
    "fromTimeStamp": "2023-01-07T09:45:00Z",
    "toTimeStamp": "2023-01-08T10:00:00Z",
    "skip": 0,
    "limit": 2
}'

Request Body Parameters¶

Parameter	Description	Type
`orgId`	Organization ID associated with the account.	String, required
`fromTimeStamp`	Start date and time in ISO 8601 format (for example, `2023-01-07T09:45:00Z`). Note: Optional if fetching call records from the first available record for initial syncs.	`String`, optional
`toTimeStamp`	End date and time in ISO 8601 format (for example, `2023-01-08T10:00:00Z`).	String, required
`skip`	Number of results to skip for pagination. Default is `0`.	Number, optional
`limit`	Number of contact records to retrieve (for example, `2`).	Number, optional

Sample Response¶

{
    "hasMore": false,
    "CallVolumeUpdate": [
        {
            "_id": "647868bfc0cf4c7b7671xxxx",
            "intervalStartTimeStamp": "2023-06-01T09:45:00.000Z",
            "orgId": "o-8aa0607b-1d81-504a-9eb2-5a39f133xxxx",
            "queueId": "qu-6c47543-19ca-49ac-a085-2292bba5xxxx",
            "source": "rtm",
            "__v": 0,
            "intervalEndTimeStamp": "2023-06-01T10:00:00.000Z",
            "offeredContacts": 1,
            "answeredContacts": 1,
            "maxQueueHoldTimeAnswered": 34035,
            "queueHoldTimeAnswered": 34035,
            "acwDuration": 3949,
            "completedContacts": 1,
            "conversationHandleTime": 68043,
            "conversationTalkTime": 64094,
            "holdDuration": 0,
            "messageCount": 0,
            "savedMessageCount": 0,
            "csatResponses": 1,
            "csatScore": 1,
            "abandonedContacts": 1,
            "maxqueueHoldTimeAbandoned": 180150,
            "queueHoldTimeAbandoned": 180150,
            "iId": "st-b6ff0557-e54b-5ac1-946f-2b003d9exxxx",
            "queueName": "custom day"
        }
    ],
    "totalCount": 1
}

Body Parameters¶

Parameter	Description	Type
`hasMore`	Indicates if there are more records to fetch.	Boolean
`CallVolumeUpdate`	List of objects representing individual call volume updates.	Array
`CallVolumeUpdate._id`	Unique identifier for the call volume record.	String
`CallVolumeUpdate.intervalStartTimeStamp`	Start time of the interval in ISO 8601 format.	String
`CallVolumeUpdate.intervalEndTimeStamp`	End time of the interval in ISO 8601 format.	String
`CallVolumeUpdate.orgId`	Organization ID associated with the call volume data.	String
`CallVolumeUpdate.queueId`	Queue ID where the calls were handled.	String
`CallVolumeUpdate.source`	Source of the data (for example, "rtm" for real-time monitoring).	String
`CallVolumeUpdate.__v`	Version key for the database document (for example, 0).	Integer
`CallVolumeUpdate.offeredContacts`	Number of contacts (calls) offered to the queue during the interval.	Integer
`CallVolumeUpdate.answeredContacts`	Number of contacts answered during the interval.	Integer
`CallVolumeUpdate.maxQueueHoldTimeAnswered`	Maximum hold time in seconds for answered contacts.	Integer
`CallVolumeUpdate.queueHoldTimeAnswered`	Total queue hold time in seconds for answered contacts.	Integer
`CallVolumeUpdate.acwDuration`	After-call work duration in seconds.	Integer
`CallVolumeUpdate.completedContacts`	Number of contacts completed during the interval.	Integer
`CallVolumeUpdate.conversationHandleTime`	Total handle time of the conversation in seconds.	Integer
`CallVolumeUpdate.conversationTalkTime`	Total talk time during the conversation in seconds.	Integer
`CallVolumeUpdate.holdDuration`	Total hold duration in seconds during the call.	Integer
`CallVolumeUpdate.messageCount`	Number of messages exchanged during the conversation.	Integer
`CallVolumeUpdate.savedMessageCount`	Number of messages saved during the conversation.	Integer
`CallVolumeUpdate.csatResponses`	Number of Customer Satisfaction (CSAT) survey responses collected.	Integer
`CallVolumeUpdate.csatScore`	CSAT score from customer feedback (for example, 4).	Integer
`CallVolumeUpdate.abandonedContacts`	Number of contacts abandoned during the interval.	Integer
`CallVolumeUpdate.maxqueueHoldTimeAbandoned`	Maximum hold time in seconds for abandoned contacts.	Integer
`CallVolumeUpdate.queueHoldTimeAbandoned`	Total queue hold time in seconds for abandoned contacts.	Integer
`CallVolumeUpdate.iId`	Unique instance ID for tracking the call or interaction.	String
`CallVolumeUpdate.queueName`	Name of the queue where the call or interaction took place.	String

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