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  • 1.  Historical Agent Activity API

    Posted 8 days ago

    Hi, I'm trying to figure out which API(s) would provide the information seen on the Performance | Agent Performance | Select Specific Agent | Schedules. By week this view shows an agent's activities for each day including how much time is attributed to each activity. 


    #PlatformAPI

    ------------------------------
    Xavier Davis
    ------------------------------


  • 2.  RE: Historical Agent Activity API

    Posted 8 days ago
    Edited by Luiz Rosa 8 days ago

    Hi Xavier Davis,

    You can access the platform's default views directly through the console. To retrieve the underlying endpoints used by these screens, you can use:

    Examples:

    Reporting Exports – Built-in Views

    

    POST /api/v2/analytics/reporting/exports

    Just provide the corresponding viewType, for example:

    • AGENT_PERFORMANCE_DETAIL_VIEW
    • QUEUE_PERFORMANCE_SUMMARY_VIEW
    • AGENT_SCHEDULE_DETAIL_VIEW

    Example Body:

    

    {
  "name": "Queue Performance Summary",
  "viewType": "QUEUE_PERFORMANCE_SUMMARY_VIEW",
  "timeZone": "America/Sao_Paulo",
  "exportFormat": "CSV",
  "interval": "2025-11-01T06:00:00.000Z/2025-11-25T06:00:00.000Z",
  "locale": "pt-br",
  "filter": {
    "mediaTypes": ["voice"]
  }
}

    Then call:

    

    GET /api/v2/analytics/reporting/exports

    When the status becomes COMPLETED, just extract the downloadUrl.

    Other useful APIs

    Agent Performance

    

    POST /api/v2/analytics/conversations/aggregates/query

    Example Body:

    

    {
  "filter": {
    "type": "and",
    "clauses": [
      {
        "type": "or",
        "predicates": [
          { "dimension": "userId", "value": "544b0ab3-2298-454a-87da-e7d1e269d9ec" }
        ]
      },
      {
        "type": "or",
        "predicates": [
          { "type": "dimension", "dimension": "mediaType", "value": "voice" }
        ]
      }
    ]
  },
  "metrics": [
    "tAnswered","tHandle","tTalkComplete","tHeldComplete","tAcw","tDialing",
    "tContacting","nTransferred","nOutbound","tNotResponding","tAlert",
    "tMonitoring","nBlindTransferred","nConsultTransferred","nError",
    "tParkComplete","tActiveCallback","oAudioMessageCount"
  ],
  "groupBy": ["userId"],
  "interval":"2025-11-12T03:00:00.000Z/2025-11-13T00:30:00.000Z"
}

    Conversation Details

    

    POST /api/v2/analytics/conversations/details/query

    Example Body:

    

    {
  "order": "desc",
  "orderBy": "conversationStart",
  "paging": { "pageSize": 50, "pageNumber": 1 },
  "segmentFilters": [
    { "type": "and", "predicates": [ { "dimension": "userId", "value": "544b0ab3-2298-454a-87da-e7d1e269d9ec" } ] },
    { "type": "or", "predicates": [ { "dimension": "mediaType", "value": "voice" } ] },
    { 
      "type": "or",
      "predicates": [
        { "dimension": "direction", "value": "inbound" },
        { "dimension": "direction", "value": "outbound" }
      ]
    }
  ],
  "interval": "2025-11-12T03:00:00.000Z/2025-11-13T03:00:00.000Z",
  "conversationFilters": [],
  "evaluationFilters": [],
  "surveyFilters": []
}

    Agent Schedule

    Get the userId

    

    GET /api/v2/users

    or

    

    POST /api/v2/users/search

    Get the agent's Management Unit

    

    GET /api/v2/workforcemanagement/agents/{userId}/managementunit

    Retrieve the schedules

    

    POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/agentschedules/search

    Example Body:

    

    {
  "startDate": "2025-11-10T00:00:00.000-03:00",
  "endDate": "2025-11-17T00:00:00.000-03:00",
  "userIds": ["544b0ab3-2298-454a-87da-e7d1e269d9ec"]
}

    Reference documentation

    Hope it helps. Good studies and great API exploration.



    ------------------------------
    Luiz Rosa
    Full stack developer
    ------------------------------

    Original Message


  • 3.  RE: Historical Agent Activity API

    Posted 7 days ago

    Hi Luiz, thank you for the thorough reply. I'm going to walk through your response today!



    ------------------------------
    Xavier Davis
    ------------------------------

    Original Message


  • 4.  RE: Historical Agent Activity API

    Posted 7 days ago

    Very good.. thanks



    ------------------------------
    Kaio Oliveira
    Interaxa
    ------------------------------

    Original Message


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