Call Center Customer Service Group Monitoring Interface

This interface is used to obtain the call center monitoring information for all members of a specific customer service group under the current company.

Request Method

GET /callcenter_analysis/agents_of_group

Request Parameters

Parameter Name	Required	Type	Description	Restrictions
group_id	No	Integer	If left blank, returns the status of all customer service agents
page	No	Integer	Page number, starting from 1, default is 1
perpage	No	Integer	Number of items per page, default is 30, maximum is 100

Response Data

Attribute Name	Type	Description
code	Integer	Execution result code, 1000 represents success
server_time	DateTime	Current server time
items	Array	Details below
meta	Object	Pagination information, details below
Items Structure

Parameter Name	Type	Description
id	Integer	Customer service ID
name	String	Customer service name
agent_work_state	String	Current state of the customer service agent
agent_neaten_time	Integer	Customer service tidy time
agent_work_way	String	Customer service work method
cc_custom_state_id	Integer	Custom break state ID
subaccount_state	String	Device state
agent_call_state	String	Agent call state
callout_count	Integer	Outbound call count
callin_answer_count	Integer	Inbound call answer count
callin_noanswer_count	Integer	Inbound call unanswered count
callout_answer_count	Integer	Outbound call answer count
category	String	Type of the last call
answer_delay	Integer	Answer delay of the last call
talking_time	Integer	Duration of the last call
conversation_id	Integer	Call record ID of the last call
customer	JSON	Customer information of the last call
id	Integer	Customer ID of the last call
cellphone	String	Customer's phone number of the last call
other_start_at	Date	Start time of the agent switching to the current state

Explanation

Parameter Name	Value	Description
1 agent_work_state	offline	Offline
	idle	Idle
	busy	Busy
	resting	Resting
	neaten	Tidying
2 agent_work_way	voip_online	Web phone
	fixed_voip_online	IP phone
	phone_online	Traditional phone (mobile/landline)
3 subaccount_state	offline	Phone offline
	unregister	Unregistered
	expire	Expired
	idle	Idle
	busy	In a call
4 agent_call_state	off	Not in a call
	ring	Ringing
	in	In a call
5 category	normal	Normal call
	transfer	Transfer
	transfer_outline	Transfer to external line
	consult	Consultation
	consult_outline	Consultation (external line)
	three_party	Three-party
	three_party_outline	Three-party (external line)
	listening	Listening
	barge_in	Supervisor intrusion
	substitute	Supervisor disconnection
6 customer	id	Customer ID
	cellphone	Customer phone number

Pagination Information

When obtaining a list through interfaces, the returned data usually includes pagination information (meta), which is as follows:

Attribute Name	Type	Description
current_page	Integer	Current page number
total_pages	Integer	Total number of pages
count	Integer	Total number of data

Example

Request

curl https://demo.udesk.cn/open_api_v1/callcenter_analysis/agents_of_group?group_id=269&page=1&perpage=1&email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2 \
-X GET \
-H 'content-type: appliacation/json' \

Response

{
  "code": 1000,
  "server_time": "2018-05-08T20:09:47+08:00",
  "items": [{
    "id": 269,
    "name": "Display",
    "agent_work_state": "idle",
    "agent_neaten_time": 10,
    "agent_work_way": "fixed_voip_online",
    "cc_custom_state_id": null,
    "subaccount_state": "idle",
    "agent_call_state": "off",
    "callout_count": 2,
    "callin_answer_count": 0,
    "callin_noanswer_count": 0,
    "callout_answer_count": 2,
    "category": "normal",
    "answer_delay": 0,
    "talking_time": 0,
    "conversation_id": 100100100,
    "customer": {
      "id": 196001,
      "cellphone": "13261998838"
    },
    "other_start_at": "2018-05-08T16:56:05.000+08:00"
}],
"meta": {
"current_page": 1,
"total_pages": 1,
"count": 1
}
}

Today's Call Data

This interface is used to obtain the call data for the current company today.

Request URL

GET /callcenter_analysis/calls_info_of_today

Request Parameters

Field Name	Type	Required
group_id	string	No, if not filled, return data for all customer service groups
page	Integer	No, page number, defaults to 1
perpage	Integer	No, number of items per page, defaults to 30, maximum 100

Response Data

Field Name	Type	Field Description
code	Integer	Execution result, 1000 for success
server_time	DateTime	Current server time
items	Array	Details below
meta	Object	Pagination information

Items Description

Field Name	Type	Field Description
group_id	Integer	Customer service group ID, empty for overall data of all customer service groups
callin_count	string	Inbound call count
transfer_agent_count	string	Transfer to agent/count
queue_success_count	string	Successful queue count
queue_quit_count	string	Abandoned queue count
callin_ringing_count	string	Inbound ringing count
callin_answered_count	string	Inbound answered count
callin_answered_rate	string	Inbound answer rate
survey_rated_ratio	string	Survey participation rate
callout_count	string	Outbound call count
callout_no_answered_count	string	Outbound unanswered count
callout_answered_count	string	Outbound answered count
callout_answered_rate	string	Outbound answer rate

Request Example

curl https://demo.udesk.cn/open_api_v1/callcenter_analysis/calls_info_of_today?
group_id=1,2&page=1&perpage=1&email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2 \
-X GET \
-H 'content-type: appliacation/json' \

Response Result

{
  "code": 1000,
  "server_time": "2018-05-08T20:09:47+08:00",
  "items": [
    {
      "group_id": "",
      "callin_count": "10",
      "transfer_agent_count": "4",
      "queue_success_count": "5",
      "queue_quit_count": "3",
      "callin_ringing_count": "12",
      "callin_answered_count": "13",
      "callin_answered_rate": "0.43",
      "survey_rated_ratio": "0.71",
      "callout_count": "40",
      "callout_no_answered_count": "20",
      "callout_answered_count": "20",
      "callout_answered_rate": "0.50"
    },
    {
      "group_id": "1",
      "callin_count": "10",
      "transfer_agent_count": "4",
      "queue_success_count": "5",
      "queue_quit_count": "3",
      "callin_ringing_count": "12",
      "callin_answered_count": "13",
      "callin_answered_rate": "0.43",
      "survey_rated_ratio": "0.71",
      "callout_count": "40",
      "callout_no_answered_count": "20",
      "callout_answered_count": "20",
      "callout_answered_rate": "0.50"
    },
    {
      "group_id": "2",
      "callin_count": "10",
      "transfer_agent_count": "4",
      "queue_success_count": "5",
      "queue_quit_count": "3",
      "callin_ringing_count": "12",
      "callin_answered_count": "13",
      "callin_answered_rate": "0.43",
      "survey_rated_ratio": "0.71",
      "callout_count": "40",
      "callout_no_answered_count": "20",
      "callout_answered_count": "20",
      "callout_answered_rate": "0.50"
    }
],
"meta": {
"current_page": 1,
"total_pages": 1,
"count": 2
}
}

Current Queue Status

This interface is used to obtain the current queue data for the current company.

Request URL

GET /callcenter_analysis/calls_in_queue

Request Parameters

Field Name	Type	Required
group_id	string	No, if not filled, return data for all customer service groups
page	Integer	No, page number, defaults to 1
perpage	Integer	No, number of items per page, defaults to 30, maximum 100

Response Data

Field Name	Type	Field Description
code	Integer	Execution result, 1000 for success
server_time	DateTime	Current server time
items	Array	Details below
meta	Object	Pagination information

Items Description

Field Name	Type	Field Description
group_id	Integer	Customer service group ID, empty for overall data of all customer service groups
cellphone	string	Customer's phone number
name	string	Customer's name
queue	string	Queue name
start_at	string	Start time
queue_time	string	Time spent in queue

Request Example

curl https://demo.udesk.cn/open_api_v1/callcenter_analysis/calls_in_queue?
     group_id=1&page=1&perpage=1&email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2 \
-X GET \
-H 'content-type: application/json' \

Response Result

{
  "code": 1000,
  "server_time": "2018-05-08T20:09:47+08:00",
  "items": [
    {
      "group_id": 1,
      "cellphone": "18710812345",
      "name": "udesk",
      "queue": "Leave the queue",
      "start_at": "20180710",
      "queue_time": "10"
    }
  ],
  "meta": {
    "current_page": 1,
    "total_pages": 1,
    "count": 1
  }
}

Queue Abandonment Status

This interface is used to obtain the current queue abandonment data for the current company.

Request URL

GET /callcenter_analysis/calls_quitted_queue

Request Parameters

Field Name	Type	Required
group_id	string	No, if not filled, return data for all customer service groups
page	Integer	No, page number, defaults to 1
perpage	Integer	No, number of items per page, defaults to 30, maximum 100

Response Data

Field Name	Type	Field Description
code	Integer	Execution result, 1000 for success
server_time	DateTime	Current server time
items	Array	Details below
meta	Object	Pagination information

Items Description

Field Name	Type	Field Description
group_id	Integer	Customer service group ID, empty for overall data of all customer service groups
cellphone	string	Customer's phone number
name	string	Customer's name
abort_at	string	Abandonment time
queue	string	Queue name
queue_time	string	Time spent in queue
sub_call	string	Subsequent call
task_name	string	Outbound task name

Request Example

curl https://demo.udesk.cn/open_api_v1/callcenter_analysis/calls_quitted_queue?
     group_id=1&page=1&perpage=1&email=admin@udesk.cn&timestamp=1494474404&sign=6892f1b794071c260e1b1eac15df588fc919c9e86eb742affaa742ad6c03cb52&nonce=2d931510-d99f-494a-8c67-87feb05e1594&sign_version=v2 \
-X GET \
-H 'content-type: application/json' \

Response Result

{
  "code": 1000,
"server_time": "2018-05-08T20:09:47+08:00",
"items": [
{
"group_id": 1,
"cellphone": "18710812345",
"name": "udesk",
"abort_at": "2018-03-14 10:14:01 +0800",
"queue": "Leave the queue",
"queue_time": 9,
"sub_call": 21,
"task_name": "Outbound call task"
}
],
"meta": {
"current_page": 1,
"total_pages": 1,
"count": 1
}
}

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Code Error Codes Explanation

Error Code	Message	exception:Message	Description
11012	The group does not exist or has been deleted	The group does not exist or has been deleted	The customer service group specified by {group_id} does not exist