| 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: <jwt_token>' \
--header 'Content-Type: application/json' \
--header 'iId: {{streamId}}' \
--data '{
"orgId": "o-01aedac2-26fb-5bdb-bb0f-f71292caxxxx",
"fromTimeStamp": "2023-01-07T09:45:00Z",
"toTimeStamp": "2023-01-08T10:00:00Z",
"skip": 0,
"limit": 2
}'
Header Parameters
| Header | Description | Optional/Required |
|---|---|---|
content-type | Request body format (application/json;charset=UTF-8). | Required |
auth | JWT authentication token. | Required |
iId | Stream or application id. | Required |
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). 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
}
Response 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 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 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 |