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://platform.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 |