Real Time Statistics Reporting API (7.1.0.20v)

Overview

The 8x8 real time statistics reporting API is composed of a set of URIs that identify and request real time statistical data from the 8x8 system. This style of API makes it very easy to compose and send a query, which is always done using an HTTP GET request.

The API provides real time data about agents and queues. It allows queries on all agents and queues or particular agent and queue with provided ID.

The data returned by the API is from a server cache that is refreshed every 10 seconds.

All API requests are authenticated using a token that is issued to a valid 8x8 tenant. The API supports XML and JSON as the response formats.

For security reasons, the Real Time Statistics API only accepts request using HTTPS, so that request headers and response data are encrypted.

Testing Using A Browser

The Statistics API makes it easy to submit a query, for experimentation, testing or debugging purposes. From a web browser, simply enter the URL. You will be prompted to enter a username and password. Enter your tenant name as the username, and your authentication token as the password. Then, the query result will be displayed in your browser. For example,

  https://mycontactual.com/api/rtstats/stats/agents

will return information about all agents in XML format.

Revise your query URL based on the login URL of your tenant:

https://na1.mycontactual.com/api/rtstats/stats
https://na2.mycontactual.com/api/rtstats/stats
https://na3.mycontactual.com/api/rtstats/stats
https://na4.mycontactual.com/api/rtstats/stats
https://vcc-na7.8x8.com/api/rtstats/stats
For tenants in Cananda: https://www.mycontactual.ca/api/rtstats/stats
For tenants in UK: https://www.mycontactual.co.uk/api/rtstats/stats

Testing Using curl

In a Linux environment, the curl utility will submit an HTTP request, and allow you to view the result.

  curl -u acme:ac12343934687a839cf https://mycontactual.com/api/rtstats/stats/agent/jdoe.json

will return the data of agent with login id jdoe, in JSON format. The -u argument identifies the username and password; use your tenant name as the username, and your authentication token as the password.

Agents

List all agents

  /agents

Returns a list of details for all agents.

Show a named agent

  /agent/{agent-id}

Shows details of a single agent. The agent id is the login id of desired agent.

<agents>
    <agent>
        <agent-id>ag1</agent-id>
        <agent-media-id>1</agent-media-id>
        <agent-name>John Doe</agent-name>
        <agent-status>1</agent-status>
        <assigned-skill-count>4</assigned-skill-count>
        <day-accepted-count>0</day-accepted-count>
        <day-available-time>0</day-available-time>
        <day-avg-processing-time>0</day-avg-handling-time>
        <day-break-time>0</day-break-time>
        <day-login-time>0</day-login-time>
        <day-offline-time>0</day-offline-time>
        <day-processing-time>0</day-processing-time>
        <day-rejected-count>1</day-offered-count>
        <day-wrap-up-time>0</day-wrap-up-time>
        <enabled-skill-count>4</enabled-skill-count>
        <group-id>101</group-id>
        <last-login-time>-1</last-login-time>
        <phone-line1-status>0</phone-line1-status>
        <phone-line1-status-time>-1</phone-line1-status-time>
        <phone-line2-status>0</phone-line2-status>
        <phone-line2-status-time>-1</phone-line2-status-time>
        <status-code-item-id/>
        <status-code-item-short-code/>
        <status-code-list-id/>
        <thirty-min-accepted-count>0</thirty-min-accepted-count>
        <thirty-min-available-time>0</thirty-min-available-time>
        <thirty-min-avg-handling-time>0</thirty-min-avg-handling-time>
        <thirty-min-break-time>0</thirty-min-break-time>
        <thirty-min-offline-time>0</thirty-min-offline-time>
        <thirty-min-processing-time>0</thirty-min-processing-time>
        <thirty-min-rejected-count>0</thirty-min-rejected-count>
        <thirty-min-wrap-up-time>0</thirty-min-wrap-up-time>
        <time-in-status>-1</time-in-status>
    </agent>
    <agent>
        <agent-id>clee</agent-id>
        <agent-media-id>2</agent-media-id>
        <agent-name>Cecilia Lee</agent-name>
        <agent-status>1</agent-status>
        <assigned-skill-count>4</assigned-skill-count>
        <day-accepted-count>0</day-accepted-count>
        <day-available-time>0</day-available-time>
        <day-avg-handling-time>0</day-avg-handling-time>
        <day-break-time>0</day-break-time>
        <day-login-time>0</day-login-time>
        <day-offline-time>0</day-offline-time>
        <day-processing-time>0</day-processing-time>
        <day-rejected-count>0</day-offered-count>
        <day-wrap-up-time>0</day-wrap-up-time>
        <enabled-skill-count>4</enabled-skill-count>
        <group-id>101</group-id>
        <last-login-time>1323826680</last-login-time>
        <phone-line1-status>5</phone-line1-status>
        <phone-line1-status-time>102</phone-line1-status-time>
        <phone-line2-status>0</phone-line2-status>
        <phone-line2-status-time>-1</phone-line2-status-time>
        <status-code-item-id/>
        <status-code-item-short-code/>
        <status-code-list-id/>
        <thirty-min-accepted-count>0</thirty-min-accepted-count>
        <thirty-min-available-time>0</thirty-min-available-time>
        <thirty-min-avg-handling-time>0</thirty-min-avg-handling-time>
        <thirty-min-break-time>0</thirty-min-break-time>
        <thirty-min-offline-time>0</thirty-min-offline-time>
        <thirty-min-processing-time>0</thirty-min-processing-time>
        <thirty-min-rejected-count>0</thirty-min-rejected-count>
        <thirty-min-wrap-up-time>0</thirty-min-wrap-up-time>
        <time-in-status>-1</time-in-status>
    </agent>
    <agent>
      ... 
    </agent>
    </agents>
</groups>

Queues

List all queues

  /queues

Returns a list of details of all queues.

Show a named queue

  /queue/{queue-id}

Shows details of a single queue. The queue id is the id of a queue. The queue id can be retrieved by going to the queues tab in the configuration manager.

<queues>
	<queue>
		<agent-count-busy>3</agent-count-busy>
		<agent-count-loggedOut>2</agent-count-loggedOut>
		<agent-count-onBreak>2</agent-count-onBreak>
		<agent-count-postProcess>1</agent-count-postProcess>
		<agent-count-waitTransact>0</agent-count-waitTransact>
		<agent-count-workOffline>0</agent-count-workOffline>
		<day-abandoned>2</day-abandoned>
		<day-accepted>10</all-day-accepted>
		<day-avg-duration>134</all-day-avg-duration>
		<day-avg-wait-time>566</all-day-avg-wait-time>
		<day-queued>30</all-day-queued>
		<day-sla-activity>-1</all-day-sla-activity>
		<assigned-agent-count>9</assigned-agent-count>
		<enabled-agent-count>8</enabled-agent-count>
		<longest-wait-time>1113</longest-wait-time>
		<media-type>phone</media-type>
		<number-in-offered>1</number-in-offered>
		<number-in-progress>2</number-in-progress>
		<queue-id>115</queue-id>
		<queue-name>outbound queue</queue-name>
		<queue-size>4</queue-size>
		<sla-activity>0</sla-activity>
		<sla-target>0</sla-target>
		<thirty-min-abandoned>0</thirty-min-abandoned>
		<thirty-min-accepted>4</thirty-min-accepted>
		<thirty-min-avg-duration>34</thirty-min-avg-duration>
		<thirty-min-avg-wait-time>110</thirty-min-avg-wait-time>
		<thirty-min-longest-wait-time>340</thirty-min-longest-wait-time>
		<thirty-min-queued>24</thirty-min-queued>
		<thirty-min-sla-activity>-1</thirty-min-sla-activity>
	</queue>

    <queue>
		<agent-count-busy>1</agent-count-busy>
		<agent-count-loggedOut>1</agent-count-loggedOut>
		<agent-count-onBreak>0</agent-count-onBreak>
		<agent-count-postProcess>1</agent-count-postProcess>
		<agent-count-waitTransact>2</agent-count-waitTransact>
		<agent-count-workOffline>2</agent-count-workOffline>
		<day-abandoned>1</day-abandoned>
		<all-day-accepted>0</all-day-accepted>
		<all-day-avg-duration>0</all-day-avg-duration>
		<all-day-avg-wait-time>0</all-day-avg-wait-time>
		<all-day-queued>0</all-day-queued>
		<all-day-sla-activity>-1</all-day-sla-activity>
		<assigned-agent-count>1</assigned-agent-count>
		<enabled-agent-count>1</enabled-agent-count>
		<longest-wait-time>0</longest-wait-time>
		<media-type>chat</media-type>
		<number-in-offered>1</number-in-offered>
		<number-in-progress>0</number-in-progress>
		<queue-id>111</queue-id>
		<queue-name>sales-chat</queue-name>
		<queue-size>1</queue-size>
		<sla-activity>0</sla-activity>
		<sla-target>0</sla-target>
		<thirty-min-abandoned>1</thirty-min-abandoned>
		<thirty-min-accepted>0</thirty-min-accepted>
		<thirty-min-avg-duration>0</thirty-min-avg-duration>
		<thirty-min-avg-wait-time>0</thirty-min-avg-wait-time>
		<thirty-min-longest-wait-time>-1</thirty-min-longest-wait-time>
		<thirty-min-queued>0</thirty-min-queued>
		<thirty-min-sla-activity>-1</thirty-min-sla-activity>
	</queue>

    <queue>
		…
	</queue>

</queues>

Authentication

In order to make an API request, you must first obtain an authentication token that has been issued for your tenant. This token combines username and password into a single long string. To get your token, log into the Configuration Manager, select "Integration", and click the "API Token" tab. Next, click the "New Token" button next to "Data Request Token". This generates a new private token for your tenant. You will use this token in all requests to the Statistics API. You may generate a new token at any time.

Responses

Each resource returned in XML or JSON format. To specify, add ".xml" or ".json" to the URL:

  https://mycontactual.com/api/rtstats/stats/agent/ag1.json

The default response format is XML.

The following table describes the meaning of each of the fields in the response type.

 Agent

Queue

Response Codes