Imagicle provides some REST APIs to retrieve queue-related historical and real-time data, as follows:
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number of served, abandoned calls in a given time range
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average waiting time, answering time, call duration in a given time range
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Longest wait time for a given queue
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Number of calls waiting (including VIP calls)
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maximum wait time
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Logged in Agents list
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Agents currently on call
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Number of abandoned calls
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Number of overflow calls
Base URL & Authentication
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Base URL:
https://{host}/fw/Apps/QME/WebAPI-
The
{host}variable represents the UCX Suite server hostname or IP address.
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Authentication:
All endpoints require HTTP Basic Authentication. You must include an Authorization header with your username and password encoded in Base64.Example header:
Authorization: Basic {base64(username:password)}
Data Models
Queue Object
Properties:
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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:
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isOpen(boolean) -
isManualMode(boolean) -
callsBeingServed(integer) -
availableChannels(number) -
agents(array of Agent objects) -
waitingCalls(array of Call objects)
Agent Schema
Properties:
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username(string) -
telephoneAddress(string) -
loginStatus(integer, enum: 0-4)-
0: None
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1: Log out
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2: Ready
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3: Pause
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4: Wrap Up
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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:
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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:
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number(string) -
displayName(string) -
firstName(string) -
lastName(string) -
company(string) -
country(string, ISO 3166-1 alpha-2) -
isInternal(boolean) -
isVip(boolean)
BookedBy Schema
Properties:
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username(string) -
telephoneAddress(string)
Statistics Schema
See the Historical Statistics section for a detailed list of timing and call metrics.