Contact Volume API

To retrieve call volume details associated with a specified collection point for a given interval, including fields mapped to specific field names relevant to the Workforce Management (WFM) client.

Method	POST
Endpoint	`https://{{host}}/agentassist/api/public/analytics/account/{{Accountid}}/callvolume`
Content-Type	`application/json`
Authorization	`auth: {{JWT}}` See How to generate the JWT Token.
API Scope	WFM Integration

Path Parameters

Parameter	Description	Type
host	Environment URL, for example, https://smartassist.kore.ai	string, required
AccountId	The unique Id associated with the account.	string, required

Sample Request

curl --location 'https://{{host}}/agentassist/api/public/analytics/account/636f5b36bcf8a8c7101exxxx/callvolume' \
--header 'auth: eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhcHBJZCI6ImNzLWNhYzQ3NGEzLTBhYTktNWM2Yi1iMzA2LTMyNjNhM2E1YWQxYSJ9.W5HbU67WJ4YNaWtkZJsyLkxvq8nnK3sHb3StnUCxxxx' \
--header 'Content-Type: application/json' \
--data '{
    "orgId": "o-01aedac2-26fb-5bdb-bb0f-f71292caxxxx",
    "fromTimeStamp": "2023-01-07T09:45:00Z",
    "toTimeStamp": "2023-01-08T10:00:00Z",
    "skip": 0,
    "limit": 2
}'

Request Body Parameters

Parameter	Description	Type
orgId	The organization ID associated with the account.	String, Required
fromTimeStamp	Start date and time in ISO format (for example, 2023-01-07T09:45:00Z). Note: This is only optional if you want to fetch call records starting from the first available record for initial syncs.	String, Optional
toTimeStamp	End date and time in ISO format (for example, 2023-01-08T10:00:00Z).	String, Required
skip	The number of results to skip for pagination. The default is 0.	Number, Optional
limit	Specifies the number of contact records to retrieve (for example, 2).	Number, Optional

Sample Response

{
    "hasMore": false,
    "CallVolumeUpdate": [
        {
            "_id": "647868bfc0cf4c7b7671xxxx",
            "intervalStartTimeStamp": "2023-06-01T09:45:00.000Z",
            "orgId": "o-8aa0607b-1d81-504a-9eb2-5a39f133xxxx",
            "queueId": "qu-6c47543-19ca-49ac-a085-2292bba5xxxx",
            "source": "rtm",
            "__v": 0,
            "intervalEndTimeStamp": "2023-06-01T10:00:00.000Z",
            "offeredContacts": 1,
            "answeredContacts": 1,
            "maxQueueHoldTimeAnswered": 34035,
            "queueHoldTimeAnswered": 34035,
            "acwDuration": 3949,
            "completedContacts": 1,
            "conversationHandleTime": 68043,
            "conversationTalkTime": 64094,
            "holdDuration": 0,
            "messageCount": 0,
            "savedMessageCount": 0,
            "csatResponses": 1,
            "csatScore": 1,
            "abandonedContacts": 1,
            "maxqueueHoldTimeAbandoned": 180150,
            "queueHoldTimeAbandoned": 180150,
            "iId": "st-b6ff0557-e54b-5ac1-946f-2b003d9exxxx",
            "queueName": "custom day"
        }
    ],
    "totalCount": 1
}

Body Parameters

Parameter	Description	Type
hasMore	Indicates if there are more records to fetch.	Boolean
CallVolumeUpdate	List of objects representing individual call volume updates.	Array
CallVolumeUpdate._id	Unique identifier for the call volume record.	String
CallVolumeUpdate.intervalStartTimeStamp	Start time of the interval in ISO 8601 format.	String
CallVolumeUpdate.intervalEndTimeStamp	End time of the interval in ISO 8601 format.	String
CallVolumeUpdate.orgId	Organization ID associated with the call volume data.	String
CallVolumeUpdate.queueId	Queue ID where the calls were handled.	String
CallVolumeUpdate.source	The source of the data, for example, “rtm” (real-time monitoring).	String
CallVolumeUpdate.__v	Version key for the database document. For example, 0.	Integer
CallVolumeUpdate.offeredContacts	Number of contacts (calls) offered to the queue during the interval.	Integer
CallVolumeUpdate.answeredContacts	Number of contacts that were answered during the interval.	Integer
CallVolumeUpdate.maxQueueHoldTimeAnswered	Maximum hold time in seconds for answered contacts.	Integer
CallVolumeUpdate.queueHoldTimeAnswered	Total queue hold time in seconds for answered contacts.	Integer
CallVolumeUpdate.acwDuration	After-call work duration in seconds.	Integer
CallVolumeUpdate.completedContacts	Number of contacts that were completed during the interval.	Integer
CallVolumeUpdate.conversationHandleTime	Total handle time of the conversation in seconds.	Integer
CallVolumeUpdate.conversationTalkTime	Total talk time during the conversation in seconds.	Integer
CallVolumeUpdate.holdDuration	Total hold duration in seconds during the call.	Integer
CallVolumeUpdate.messageCount	Number of messages exchanged during the conversation.	Integer
CallVolumeUpdate.savedMessageCount	Number of messages that were saved during the conversation.	Integer
CallVolumeUpdate.csatResponses	Number of Customer Satisfaction (CSAT) survey responses collected.	Integer
CallVolumeUpdate.csatScore	CSAT score from customer feedback. (for example, 4).	Integer
CallVolumeUpdate.abandonedContacts	Number of contacts that were abandoned during the interval.	Integer
CallVolumeUpdate.maxqueueHoldTimeAbandoned	Maximum hold time in seconds for abandoned contacts.	Integer
CallVolumeUpdate.queueHoldTimeAbandoned	Total queue hold time in seconds for abandoned contacts.	Integer
CallVolumeUpdate.iId	Unique instance ID for tracking the call or interaction.	String
CallVolumeUpdate.queueName	Name of the queue where the call or interaction took place.	String

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