Real-time/Historical Statistics APIs

Imagicle provides some REST APIs to retrieve queue-related historical and real-time data, as follows:

• number of served, abandoned calls in a given time range

• average waiting time, answering time, call duration in a given time range

• Longest wait time for a given queue

• Number of calls waiting (including VIP calls)

• maximum wait time

• Logged in Agents list 

• Agents currently on call

• Number of abandoned calls

• Number of overflow calls

Base URL & Authentication

• Base URL:

  CODE

  https://{host}/fw/Apps/QME/WebAPI

  • The {host} variable represents the UCX Suite server hostname or IP address.

• Authentication:
  All endpoints require HTTP Basic Authentication. You must include an Authorization header with your username and password encoded in Base64.

  Example header:

  CODE

  Authorization: Basic {base64(username:password)}

Data Models

Queue Object

Properties:

• id (integer)

• name (string)

• phoneNumber (string)

• tenantId (string)

• canViewRealTimeStats (boolean)

• priority (object)

• value (integer)

• override (boolean)

• loginLogoutPhoneNumber (object)

• value (string)

• override (boolean)

• maxWaitingCalls (object)

• value (integer)

• override (boolean)

RealTimeStatistics Schema

Properties:

• isOpen (boolean)

• isManualMode (boolean)

• callsBeingServed (integer)

• availableChannels (number)

• agents (array of Agent objects)

• waitingCalls (array of Call objects)

Agent Schema

Properties:

• username (string)

• telephoneAddress (string)

• loginStatus (integer, enum: 0-4)

  • 0: None

  • 1: Log out

  • 2: Ready

  • 3: Pause

  • 4: Wrap Up

• isAvailable (boolean)

• isBusy (boolean)

• currentStatusStartTime (date-time)

• wrapupEnd (date-time): Provided if in Wrap Up status.

• pauseReason (string): Provided if in Pause status.

Call Schema

Properties:

• id (string): Call identifier.

• waitingStartTime (date-time): Time the call entered the queue.

• caller (object): See Caller Schema.

• isBeingTransferred (boolean)

• bookedBy (object): See BookedBy Schema.

Caller Schema

Properties:

• number (string)

• displayName (string)

• firstName (string)

• lastName (string)

• company (string)

• country (string, ISO 3166-1 alpha-2)

• isInternal (boolean)

• isVip (boolean)

BookedBy Schema

Properties:

• username (string)

• telephoneAddress (string)

Statistics Schema

See the Historical Statistics section for a detailed list of timing and call metrics.