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Hi,

I am trying to retrieve below Agent Performance statistics using API connection. Can someone please help me with the API link I must be using to pull this information.

We are already using below API connections but it does provide different details :

api/v2/quality/agents/activity  :    Agent evaluation summary

api/v2/analytics/conversations/aggregates/query   : conversation types and Aggregates

I am after below statistics :

Hi Baljinder,
I see the following API routes being used by the agent performance view.  Keep in mind there may be additional processing done on the UI side, but these are the API routes being used:

- GET api/v2/authorization/divisions
- POST /api/v2/users/search w/ the following request body:

{
  "enforcePermissions": true,
  "pageSize": 25,
  "pageNumber": 1,
  "sortOrder": "asc",
  "sortBy": "name",
  "expand": [
    "authorization",
    "skills",
    "languages",
    "routingStatus",
    "primaryPresence",
    "conversationSummary",
    "outOfOffice",
    "geolocation",
    "presence",
    "locations",
    "station",
    "groups",
    "locations"
  ],
  "query": [
    {
      "fields": [
        "state"
      ],
      "values": [
        "active"
      ],
      "type": "EXACT",
      "operator": "OR"
    },
    {
      "type": "EXACT",
      "fields": [
        "divisionId"
      ],
      "values": [
        "<your-division-id-here>"
      ]
    }
  ],
  "types": [
    "users"
  ]
}

- GET /api/v2/workforcemanagement/adherence w/ a "userId" query param for each user returned from the user search
- POST api/v2/analytics/conversations/aggregates/query w/ the request body:

{
    "filter": {
        "type": "and",
        "clauses": [
            {
                "type": "or",
                "predicates": [
                    {
                        "dimension": "userId",
                        "value": "<your-user-id-here>"
                    },
                    #...repeat for each user id...
                ]
            },
            {
                "type": "or",
                "predicates": [
                    {
                        "dimension": "mediaType",
                        "value": "voice"
                    }
                ]
            }
        ]
    },
    "metrics": [
        "tAnswered",
        "tHandle",
        "tTalkComplete",
        "tHeldComplete",
        "tAcw",
        "tDialing",
        "tContacting",
        "nTransferred",
        "nOutbound",
        "tNotResponding",
        "tAlert",
        "tMonitoring",
        "nBlindTransferred",
        "nConsultTransferred",
        "nError",
        "tParkComplete",
        "tActiveCallback"
    ],
    "groupBy": [
        "userId"
    ],
    "interval": "<your-iso-8601-datetime-interval-here>"
}