The GET /agent-activities/interactions endpoint gets information about agents’ interaction activities. Using this endpoint you can determine exactly how long an agent was working on an interaction, and how much time they spent on each part of that interaction.
Each agent interaction activity indicates that an agent spent time working on an interaction. Each interaction activity is returned as a period of time, defined by a start date and a duration (if the activity has completed).
The agent can be engaged in multiple activities on different interactions at the same time, but only in one activity for each interaction. For example, the agent could be in a Wrap category for a call, whilst in a Connected category for a case.
Header parameters in Requests (Insights Stats API) apply to this endpoint.
Authorization scopes supported:
| Scope | Access granted |
|---|---|
stats | Entire endpoint |
The endpoint accepts the following query string parameters:
start| Type | Required | Example |
|---|---|---|
| Date | True | 2019-12-10T15:42:39.825Z |
The start date and time of the search window. Use ISO 8601 format.
If you plan to poll this endpoint, we recommend that you set |
end| Type | Required | Example |
|---|---|---|
| Date | False | 2019-12-10T15:47:39.825Z |
The end date and time of the search window. Use ISO 8601 format. Default is now.
include| Type | Required | Example |
|---|---|---|
| String | False | Started |
Determines whether to include activities that started, activities that started or ended, or activities that were processed within the specified time period.
The value dictates which values are searched for within the specified time period. Possible values are:
If you plan to poll this endpoint then we recommend specifying Processed. Using Processed removes the need for any offset and ensures that you receive all data. Note, using the StartedOrEnded or Processed values can result in duplicate items being returned across search windows.
The default value is Started.
agentId| Type | Required | Example |
|---|---|---|
| String | False | 1234 |
Specify an agent ID to limit the response to include only interactions activities relating to the specified agent. agentId is the agent ID provided when creating an agent in the Vonage Contact Center (VCC) Admin Portal.
By default all agents are returned.
state| Type | Required | Example |
|---|---|---|
| String | False | Connected |
Specify an interaction state to limit the response to include only interaction activities relating to the specified state.
Possible values are:
By default, interaction activities relating to all states are included in the response.
direction| Type | Required | Example |
|---|---|---|
| String | False | Inbound |
Specify the direction of the interaction to limit the response to include only interaction activities in the specified direction.
Possible values are:
By default all directions of interaction activities are included in the response.
Paging parameters in Requests (Insights Stats API) apply to this endpoint.
curl -L -X GET "https://***.api.newvoicemedia.com/stats/agent-activities/interactions?start=2021-12-01T14:18:23.857Z&end=2021-12-11T14:18:23.857Z&include=Processed" \ -H "Authorization: bearer <ACCESS_TOKEN>" \ -H "Accept: application/vnd.newvoicemedia.v3+json" |
curl -L -X GET "https://***.api.newvoicemedia.com/stats/agent-activities/interactions?start=2021-12-01T14:18:23.857Z&end=2021-12-11T14:18:23.857Z&page=2" \ -H "Authorization: bearer <ACCESS_TOKEN>" \ -H "Accept: application/vnd.newvoicemedia.v3+json" |
Depending on input parameters provided, responses to GET /agent-activities/interaction requests contain interaction activities for the specified time period.
Success response code and parameters in Responses (Insights Stats API) apply to a successful response.
{
"meta": {
"page": 1,
"count": 16,
"pageCount": 1,
"totalCount": 16
},
"items": [
{
"agentId": "1234",
"start": "2019-12-19T10:26:26.284Z",
"status": "Completed",
"duration": 6309,
"state": "Wrap",
"reason": null,
"interaction": {
"guid": "cba1ab4f-dcac-442e-be2f-0314d085f966",
"medium": "API Case PM",
"mediumManager": "VCC",
"direction": "Inbound"
},
"channel": {
"guid": null
}
}
...
],
"upTo": "2019-12-19T11:08:40.128Z"
} |
Interaction activities contain the following parameters:
agentId. The agent’s ID, as defined in VCC during agent creation.start. A time stamp that indicates when the interaction activity started. start is a UTC date and time in ISO 8601 format.status. The processing status of the interaction. This will be set to one of the following values:Ongoing. The processing of the interaction is still ongoing.Completed. The processing of the interaction completed without errors.InternalError. An error occurred with the processing of the interaction before it could complete.duration. A length of time, in milliseconds, that indicates exactly how long the agent remained in this interaction activity. If the agent is currently in this interaction activity, duration is null.state. The type of activity the agent was engaged in on the interaction. The different interaction states tracked are:reason. reason will be one of the following values (or null if any of the conditions are not met):interaction. The Interaction parameter contains information about the interaction itself.guid. The unique identifier for the interaction. All activities on this interaction have the same Guid.medium. The medium over which the interaction took place.mediumManager. The origin application of the interaction, e.g. “VCC” (Vonage Contact Centre) or “VBC” (Vonage Business Cloud).direction. The direction of the interaction. direction is one of the following values:channel. The Channel parameter contains information about the agent’s connection to the interaction.guid. The unique identifier for the agent’s channel.Manual wrap activity types are only reported if used to extend an automatic wrap.