Historical Agent Status Summary¶
To retrieve the self reported status (available, busy, away, etc.) and ACD status (interacting, idle) of every agent for each bucket in the given time interval.
| Method | POST |
|---|---|
| Endpoint | https://{{host}}/agentassist/api/public/analytics/1.1/account/{{accountId}}//userstatus |
| Content Type | application/json |
| Authorization | auth: {{JWT}} See How to generate the JWT Token |
| API Scope | SmartAssist Analytics |
Query Parameters¶
| Parameter | Description | Type |
|---|---|---|
| Host | The Environment URL. For example, https://platform.kore.ai | string, required |
| accountId | The accountId | string, required |
| limit | Number of agents to be displayed in the response. Default: 50. Example: 50 | integer, optional |
| offset | Number of response documents needed to be skipped. Default: 0 | integer, optional |
Sample Request¶
curl --location --request POST 'https://{{host}}/agentassist/api/public/analytics/account/{{accountId}}//userstatus' \
--header 'auth: {jwt-code}' \
--header 'Content-Type: application/json' \
--data-raw '{
"filter":{
"agents":["jsmith@domain.com","username@domain.com"],
"dateFilter":{
"startDate":"2022-08-25",
"endDate":"2022-08-26",
"timeZoneOffSet": -330
}
},
"granularity":PT30M
}
Body Parameters¶
| Parameter | Description | Type |
|---|---|---|
| filter | Object with agents and date filter as the fields. It contains the following details to filter the result set. | Required |
| agents | The Email Ids of the agents. | string, optional |
| dateFilter | Object with start date, end date, and time zone offset as the fields. It contains the following details to filter the result set. | required |
| startDate | The start date from which the records need to be considered. The date format is: yyyy-mm-dd. For example, 2022-08-25. |
date, required |
| endDate | The end date from which the records need to be considered. The date format is: yyyy-mm-dd. For example, 2022-08-25. |
date, required |
| timeZoneOffSet | The time zone offset. For example, -330,630,-500. |
number, required |
| granularity | The ISO-8601 format is the input. For example, PT15M, PT30M, PT1H, PT2H, PT4H, PT8H, PT12H, PT24H. |
String, Required |
Sample Response¶
{
"hasMore": true,
"limit": 50,
"offset": 0,
"data": [
{
"userId": "u-0572f8c7-970b-5c78-ab20-e9c1a10f2ad4",
"firstName": "Nick",
"lastName": "J",
"email": "nick.j@domain.com",
"customId": "101010",
"timeInterval": []
},
{
"userId": "u-05ca6ec1-05d3-5915-b874-29f24aa45bdf",
"firstName": "Charan",
"lastName": "0929",
"email": "charan951517@domain.com",
"customId": "",
"timeInterval": []
},
{
"userId": "u-0dbab89e-b373-5dd2-8a9b-cf2d8e54dddf",
"firstName": "John",
"lastName": "Smith",
"email": "john.smith@domain.com",
"customId": "",
"timeInterval": []
},
{
"userId": "u-22948759-ced0-5cca-bbd3-abd91946e328",
"firstName": "test agent",
"lastName": "01",
"email": "testagent@domain.com",
"customId": "12",
"timeInterval": []
},
{
"userId": "u-22ebdbd2-64b5-5ba9-9285-754276ecca27",
"firstName": "John",
"lastName": "Doe",
"email": "john.doe@domain.com",
"customId": "",
"timeInterval": []
},
{
"userId": "u-29f05090-1440-5c80-8096-7eb47c07a2b5",
"firstName": "Jane",
"lastName": "Doe",
"email": "jane.doe@domain.com",
"customId": "065582",
"timeInterval": []
},
{
"userId": "u-2b991240-7f3e-53a1-a09c-aba82a4cac1d",
"firstName": "Joce",
"lastName": "Tay",
"email": "joce.tay@domain.com",
"customId": "505951",
"timeInterval": [
{
"startTime": "2022-12-12T00:00:00Z",
"endTime": "2022-12-12T00:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T00:30:00Z",
"endTime": "2022-12-12T01:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T01:00:00Z",
"endTime": "2022-12-12T01:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T01:30:00Z",
"endTime": "2022-12-12T02:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T02:00:00Z",
"endTime": "2022-12-12T02:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T02:30:00Z",
"endTime": "2022-12-12T03:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T03:00:00Z",
"endTime": "2022-12-12T03:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T03:30:00Z",
"endTime": "2022-12-12T04:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T04:00:00Z",
"endTime": "2022-12-12T04:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T04:30:00Z",
"endTime": "2022-12-12T05:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T05:00:00Z",
"endTime": "2022-12-12T05:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T05:30:00Z",
"endTime": "2022-12-12T06:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T06:00:00Z",
"endTime": "2022-12-12T06:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T06:30:00Z",
"endTime": "2022-12-12T07:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T07:00:00Z",
"endTime": "2022-12-12T07:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T07:30:00Z",
"endTime": "2022-12-12T08:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T08:00:00Z",
"endTime": "2022-12-12T08:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T08:30:00Z",
"endTime": "2022-12-12T09:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T09:00:00Z",
"endTime": "2022-12-12T09:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T09:30:00Z",
"endTime": "2022-12-12T10:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T10:00:00Z",
"endTime": "2022-12-12T10:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T10:30:00Z",
"endTime": "2022-12-12T11:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T11:00:00Z",
"endTime": "2022-12-12T11:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T11:30:00Z",
"endTime": "2022-12-12T12:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T12:00:00Z",
"endTime": "2022-12-12T12:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T12:30:00Z",
"endTime": "2022-12-12T13:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T13:00:00Z",
"endTime": "2022-12-12T13:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T13:30:00Z",
"endTime": "2022-12-12T14:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T14:00:00Z",
"endTime": "2022-12-12T14:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T14:30:00Z",
"endTime": "2022-12-12T15:00:00Z",
"status": []
},
{
"startTime": "2022-12-12T15:00:00Z",
"endTime": "2022-12-12T15:30:00Z",
"status": []
},
{
"startTime": "2022-12-12T15:30:00Z",
"endTime": "2022-12-12T16:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "919 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "565 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "354 sec"
}
}
]
},
{
"startTime": "2022-12-12T16:00:00Z",
"endTime": "2022-12-12T16:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-12T16:30:00Z",
"endTime": "2022-12-12T17:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "71 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "1729 sec"
}
}
]
},
{
"startTime": "2022-12-12T17:00:00Z",
"endTime": "2022-12-12T17:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "821 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "979 sec"
}
}
]
},
{
"startTime": "2022-12-12T17:30:00Z",
"endTime": "2022-12-12T18:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "0 sec"
}
}
]
},
{
"startTime": "2022-12-12T18:00:00Z",
"endTime": "2022-12-12T18:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "1561 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "239 sec"
}
}
]
},
{
"startTime": "2022-12-12T18:30:00Z",
"endTime": "2022-12-12T19:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "628 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "94 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "534 sec"
}
},
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1172 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1172 sec"
}
}
]
},
{
"startTime": "2022-12-12T19:00:00Z",
"endTime": "2022-12-12T19:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "887 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "887 sec"
}
},
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "913 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "350 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "563 sec"
}
}
]
},
{
"startTime": "2022-12-12T19:30:00Z",
"endTime": "2022-12-12T20:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "1401 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "399 sec"
}
}
]
},
{
"startTime": "2022-12-12T20:00:00Z",
"endTime": "2022-12-12T20:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "0 sec"
}
}
]
},
{
"startTime": "2022-12-12T20:30:00Z",
"endTime": "2022-12-12T21:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "0 sec"
}
}
]
},
{
"startTime": "2022-12-12T21:00:00Z",
"endTime": "2022-12-12T21:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "0 sec"
}
}
]
},
{
"startTime": "2022-12-12T21:30:00Z",
"endTime": "2022-12-12T22:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "0 sec"
}
}
]
},
{
"startTime": "2022-12-12T22:00:00Z",
"endTime": "2022-12-12T22:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "0 sec"
}
}
]
},
{
"startTime": "2022-12-12T22:30:00Z",
"endTime": "2022-12-12T23:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Available",
"stats": {
"sum": "87 sec"
}
},
{
"metric": "AgentState",
"value": "Available:Idle",
"stats": {
"sum": "87 sec"
}
},
{
"metric": "AgentState",
"value": "AVAILABLE:Interacting",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1713 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1713 sec"
}
}
]
},
{
"startTime": "2022-12-12T23:00:00Z",
"endTime": "2022-12-12T23:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-12T23:30:00Z",
"endTime": "2022-12-13T00:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-13T00:00:00Z",
"endTime": "2022-12-13T00:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-13T00:30:00Z",
"endTime": "2022-12-13T01:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-13T01:00:00Z",
"endTime": "2022-12-13T01:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-13T01:30:00Z",
"endTime": "2022-12-13T02:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-13T02:00:00Z",
"endTime": "2022-12-13T02:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-13T02:30:00Z",
"endTime": "2022-12-13T03:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-13T03:00:00Z",
"endTime": "2022-12-13T03:30:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
"startTime": "2022-12-13T03:30:00Z",
"endTime": "2022-12-13T04:00:00Z",
"status": [
{
"metric": "AgentStatus",
"value": "Away",
"stats": {
"sum": "1800 sec"
}
},
{
"metric": "AgentState",
"value": "Away:Idle",
"stats": {
"sum": "0 sec"
}
},
{
"metric": "AgentState",
"value": "AWAY:Interacting",
"stats": {
"sum": "1800 sec"
}
}
]
},
{
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