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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
Endpoints 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://smartassist.kore.ai string, required
AccountId The unique Id associated with 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 The organization ID associated with the account. String, Required
fromTimeStamp Start date and time in ISO format (for example, 2023-01-07T09:45:00Z). \ Note: This is only optional if you want to fetch call records starting from the first available record for initial syncs. String, Optional
toTimeStamp End date and time in ISO format (for example, 2023-01-08T10:00:00Z). String, Required
skip The number of results to skip for pagination. The default is 0. Number, Optional
limit Specifies the 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 The source of the data, for example, "rtm" (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 that were 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 that were 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 that were 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 that were 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