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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

Field Name

Description

Remarks

agent-id

Agent login ID

agent-name

Agent full name (Firstname Lastname)

agent-status

Agent current status (in status code)

0: available

1: transaction offered

2: busy

3: post processing

4: on break

5: work offline

9: logged out

agent-media-id

The media type ID of the transaction this agent last processed or currently processing.

0: no media since system start

1: Phone

2: Chat

3: Email

4: Voice Mail

assigned-skill-count

Total number of skill assigned to this agent

day-accepted-count

Total accepted transaction count from beginning of the day

day-available-time

Total available time from beginning of the day

Data is in seconds

day-avg-processing-time

Average transaction processing time from beginning of the day

Data is in seconds

day-break-time

Total break time from beginning of the day

Data is in seconds

day-login-time

Total login time from beginning of the day

Data is in seconds

day-rejected-count

Total rejected transaction count from beginning of the day

day-offline-time

Total time of working offline from beginning of the day

Data is in seconds

day-processing-time

Total transaction processing time from beginning of the day

Data is in seconds

day-wrap-up-time

Total transaction wrap up time from beginning of the day

Data is in seconds

enabled-skill-count

Total number of skill enabled to this agent

group-id

Group ID of the group this agent belong to

last-login-time

Last login time stamp in UTC seconds.

Value -1 means system has been restarted and no previous record of the data yet.

phone-line1-status

Current status of phone line 1

Supported status code are:

-1: not use

0: idle or at post-processing

1: on hold

2: on mute

3: being offered with transaction

4: monitoring

5: busy

phone-line1-status-time

Status time of the current status of phone line 1

Data is in seconds

phone-line2-status

Current status of phone line 2

Supported status code are:

-1: not use

0: being offered with transaction

1: on hold

2: on mute

3: error

4: monitoring

5: busy

phone-line2-status-time

Status time of the current status of phone line 2

Data is in seconds

status-code-item-id

Code ID of current status code of this agent

status-code-item-short-code

Short code of current status code of this agent

status-code-list-id

Code List ID of the current status code of this agent

thirty-min-accepted-count

Total accepted transaction count in last 30 minutes

thirty-min-available-time

Average available time in last 30 minutes

Data is in seconds

thirty-min-avg-handling-time

Average transaction handling time in last 30 minutes

Data is in seconds

thirty-min-break-time

Total break time in last 30 minutes

Data is in seconds

thirty-min-offline-time

Total time of working offline in last 30 minutes

Data is in seconds

thirty-min-processing-time

Total transaction processing time in last 30 minutes

Data is in seconds

thirty-min-rejected-count

Total number of transaction rejected by this agent in last 30 minutes

thirty-min-wrap-up-time

Total transaction wrap up time in last 30 minutes

Data is in seconds

time-in-status

Total time in current status

Data is in seconds

Queue

Field Name

Description

Remarks

agent-count-busy Agents busy on interactions from this queue and other queues. Busy state includes agents, who are being offered with a transaction.
agent-count-loggedOut Agents enabled for this queue, who are logged out.
agent-count-onBreak Agents enabled for this queue, who are on break.
agent-count-postProcess Agents post processing interactions from this queue and other queues.
agent-count-waitTransact Agents available to take interactions from this queue.
agent-count-workOffline Agents enabled for this queue, who are working offline.

day-accepted

Total number of accepted transaction from beginning of the day

day-avg-duration

Average duration among all accepted transaction from beginning of the day

Data is in seconds

day-avg-wait-time

Average wait time among all queued transaction from beginning of the day

Data is in seconds

day-queued

Total number of queued transaction from beginning of the day

day-sla-activity

SLA activity from beginning of the day

In Percent

assigned-agent-count

Current number of assigned agents to this queue

enabled-agent-count

Number of agents currently enabled in this queue.

Includes agents enabled by the administrator as well as enabled in the Agent Profile.

longest-wait-time

Duration (sec) of the longest waiting interaction in this queue.

media-type

Queue type of this queue

Possible data are: phone, chat, vmail, email

number-in-offered

Interactions from this queue in the state of alerting agents.


number-in-progress

Agents busy on interactions from this queue.

The statistics include agents in processing and post processing states.

queue-id

Queue ID of this queue

This is the queue ID displayed on CM queues tab.

queue-name

Queue Name of this queue

queue-size

Number of interactions waiting in the queue.

Does it include transaction in progress?

sla-activity

Current SLA activity

In percent

sla-target

Target hours for raising SLA

This is the configuration from SLA tab of this queue.

thirty-min-accepted

Total number of accepted transactions in last 30 minutes

thirty-min-avg-duration

Average duration of accepted transactions in last 30 minutes

Data is in seconds

thirty-min-avg-wait-time

Average wait time of the queued transactions in last 30 minutes

Data is in seconds

thirty-min-longest-wait-time

Longest wait time among the queued transaction in last 30 minutes

Data is in seconds

thirty-min-queued

Total number of queued transactions in last 30 minutes

thirty-min-sla-activity

SLA activity in last 30 minutes

In percent. Value -1 means no SLA activity available.

Response Codes

200

OK

Request was successful

400

Bad request

The syntax of the request was wrong

403

Forbidden

The request was not allowed, usually due to incorrect authentication

404

Not found

The requested resource was not found

500

Internal error

The server encountered an unexpected condition which prevented it from fulfilling the request

503

Server busy

The server is currently unable to handle the request due to temporary overloading

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