The GET /interactions endpoint returns detailed information about a collection of interactions. You can use the response to calculate metrics for a group of interactions within a specified time period.
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 | 2019-12-20T15:42:39.825Z |
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 | 2019-12-20T15:47:39.825Z |
The end date and time of the search window. Use ISO 8601 format. Default is now.
Request time windows are limited to 31 days for endpoints. If your request exceeds 31 days, the response will contain a
|
include| Type | Required | Example |
|---|---|---|
| String | False | Started |
Determines whether to include interactions that started, interactions that started or ended, or interactions 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.
Paging parameters in Requests (Insights Stats API) apply to this endpoint.
curl -L -X GET "https://***.api.newvoicemedia.com/stats/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/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" |
The response to the GET /interactions endpoint contains a collection of interaction items. The interaction items are ordered by ascending start time.
Success response code and parameters in Responses (Insights Stats API) apply to a successful response.
{
"meta": {
"page": 1,
"count": 2,
"pageCount": 1,
"totalCount": 2
},
"items": [
{
"status": "Completed",
"medium": "Phone",
"mediumManager": "VCC",
"guid": "016f7e44-7525-4e37-b0db-5dd09afe592e",
"conversationGuid": "0c7df94e-a2f9-44e6-80bf-73ffe08f7c34",
"start": "2020-01-07T12:48:48.023Z",
"duration": 64547,
"direction": "Inbound",
"serviceName": "Report Gp 2",
"connectTo": "0123456789",
"connectFrom": "0987654321",
"categorizedAt": null,
"outcome": "Handled by agent",
"interactionPlanMapping": {
"addressName": "Main Support Number",
"mappingName": "Mapping1",
"interactionPlanName": "Customer Support Plan",
"reportingGroup": "Report Gp 2"
},
"channels": [
{
"guid": "016f7e44-7525-4e37-b0db-5dd09afe592e",
"offset": 0,
"duration": 62903,
"endReason": "Released",
"integrationType": null,
"party": {
"id": null,
"role": "External",
"touchpoint": "0987654321"
},
"events": [
{
"type": "Ringing",
"offset": 0,
"name": null,
"duration": 0,
"properties": null
},
{
"type": "Connected",
"offset": 0,
"name": null,
"duration": 62903,
"properties": null
},
{
"type": "InteractionPlan",
"offset": 620,
"name": "Customer Support Plan",
"duration": 62283,
"properties": {
"reportingGroup": "Report Gp 2"
}
},
{
"type": "Applet",
"offset": 718,
"name": "Welcome",
"duration": 0,
"properties": {
"appletType": "Announcement"
}
},
{
"type": "Applet",
"offset": 812,
"name": "Call Record",
"duration": 0,
"properties": {
"appletType": "CallRecording"
}
},
{
"type": "Applet",
"offset": 3538,
"name": "MainMenu1",
"duration": 0,
"properties": {
"appletType": "Menu"
}
},
{
"type": "Applet",
"offset": 8078,
"name": "SkillTag1",
"duration": 0,
"properties": {
"appletType": "SkillTagger"
}
},
{
"type": "Applet",
"offset": 8550,
"name": "ACD1",
"duration": 0,
"properties": {
"appletType": "ACD"
}
},
{
"type": "Queue",
"offset": 8654,
"name": "ACD1",
"duration": 8382,
"properties": {
"interactionPlan": "0123456789",
"interactionPlanName": "Customer Support Plan",
"presentedSkills": [
"Billing"
],
"virtualQueues": [
"Billing Queue"
],
"targets": [
{
"virtualQueue": "Billing Queue",
"targetTimeToAnswer": 30000
}
],
"result": "Delivered"
}
},
{
"type": "CallRecording",
"offset": 17055,
"name": null,
"duration": 45848,
"properties": null
}
]
},
{
"guid": "41720567-7acd-40a4-94ac-e5a2b60c484c",
"offset": 9682,
"duration": 54865,
"endReason": "Released",
"integrationType": null,
"party": {
"id": "01",
"role": "Agent",
"touchpoint": "01122334455"
},
"events": [
{
"type": "Ringing",
"offset": 9682,
"name": null,
"duration": 7354,
"properties": null
},
{
"type": "Connected",
"offset": 17036,
"name": null,
"duration": 44005,
"properties": null
},
{
"type": "CallRecording",
"offset": 17055,
"name": null,
"duration": 43986,
"properties": null
},
{
"type": "Wrap",
"offset": 61041,
"name": null,
"duration": 3506,
"properties": null
},
{
"type": "Disposition",
"offset": 61042,
"name": null,
"duration": 0,
"properties": {
"disposition": "CallBack"
}
},
{
"type": "CallRating",
"offset": 61043,
"name": null,
"duration": 0,
"properties": {
"classification": "3"
}
}
]
}
]
},
{
"status": "Completed",
"medium": "API Case PM",
"mediumManager": "VCC",
"guid": "49e5af96-0cd0-45df-b916-8b2b2c4d0070",
"conversationGuid": "d9480a6b-7795-4427-8ea5-44f0826743bf",
"start": "2020-01-07T12:49:37.855Z",
"duration": 24872,
"direction": "Inbound",
"serviceName": "Case Report Group",
"connectTo": "APIRouting",
"connectFrom": "",
"categorizedAt": "2020-01-07T12:53:37.855Z",
"outcome": "Handled by agent",
"interactionPlanMapping": {
"addressName": "API Cases",
"mappingName": "API Mapping",
"interactionPlanName": "Case Plan",
"reportingGroup": "Case Report Group"
},
"channels": [
{
"guid": "49e5af96-0cd0-45df-b916-8b2b2c4d0070",
"offset": 0,
"duration": 17740,
"endReason": "Released",
"integrationType": null,
"party": {
"id": null,
"role": "External",
"touchpoint": ""
},
"events": [
{
"type": "Ringing",
"offset": 0,
"name": null,
"duration": 0,
"properties": null
},
{
"type": "Connected",
"offset": 0,
"name": null,
"duration": 17740,
"properties": null
},
{
"type": "InteractionPlan",
"offset": 96,
"name": "Case Plan",
"duration": 17644,
"properties": {
"reportingGroup": "Case Report Group"
}
},
{
"type": "Applet",
"offset": 623,
"name": "Cases",
"duration": 0,
"properties": {
"appletType": "ACD"
}
},
{
"type": "Queue",
"offset": 774,
"name": "Cases",
"duration": 2408,
"properties": {
"interactionPlan": "DanAccount-1",
"interactionPlanName": "Case Plan",
"result": "Delivered"
}
}
]
},
{
"guid": "8ed8ee4a-f564-45c7-b0fc-2ee3c094bb2b",
"offset": 3107,
"duration": 21765,
"endReason": "Released",
"integrationType": null
"party": {
"id": "002",
"role": "Agent",
"touchpoint": "01122334455"
},
"events": [
{
"type": "Ringing",
"offset": 3107,
"name": null,
"duration": 75,
"properties": null
},
{
"type": "Connected",
"offset": 3182,
"name": null,
"duration": 15174,
"properties": null
},
{
"type": "Wrap",
"offset": 18356,
"name": null,
"duration": 6516,
"properties": null
},
{
"type": "Disposition",
"offset": 18357,
"name": null,
"duration": 0,
"properties": {
"disposition": "CallBack"
}
},
{
"type": "CallRating",
"offset": 18358,
"name": null,
"duration": 0,
"properties": {
"classification": "3"
}
}
]
}
]
}
],
"upTo": "2020-01-07T12:51:27.982Z",
"latestUpdate": "2020-01-07T12:51:24.919Z"
} |
itemsEach interaction item in the collection contains the following parameters: