Introduction

The LiveVox Reporting API provides methods that allow you to retrieve historical data from the LiveVox platform, such as agent statistics and call history. Historical data for the Reporting API is defined as any data that was propagated before the current day. For any data pertaining to the current day, see the Real-Time Reporting API page.

For a general overview of the LiveVox APIs, include security aspects, see the LiveVox API OverView.

Prerequisites

  • To obtain a valid Session ID, you must have successfully logged into the LiveVox platform. See Generating a Session ID for more information.
  • To obtain an Access Token that is used in API requests, you must have an active subscription to the Configuration API. See Access Tokens for details.
  • All messages in this API may be subject to rate limits and other restrictions.

User Roles

Unless otherwise specified in this documentation, for a user to be able to access any data through the Reporting API, the user must belong to either the Sysadmin, Superuser, Manager, Auditor, or Report Admin role. These roles are defined in the LiveVox Configuration Manager and correspond to users who can access LiveVox configuration data through the LiveVox user interfaces.

Reporting methods that include a filter for services cannot include more than 150 services in any one request. There are two scenarios where this applies, when services are explicitly included in a request and when they are not.

How it works

  • If you do not include any service in the request and the user has access to 150 services or less, the request will be successful and the system will return data for all services you have access to.
  • If you do not include any service in the request and the user has access to over 150 services, the request will fail with a 202 error.
  • If you include 150 services or less in the request, the system will return data for the specified services.
  • If you include over 150 services in the request, it will fail with a 202 error.

If you have over 150 services and would like to pull a report for all those services in a single API call, you can include all the call centers in the filter and it will work.

API Methods

Standard

The Standard category contains methods that allow a user to retrieve the standard reports available on LVP. Currently, this is limited to the Agent Summary, Account Lookup, Call Recording, and Service Efficiency Report; future versions will continue to expand on the available reports.


Account Lookup Report

Description: Retrieves the Account Lookup Report, the returned information will be exactly the same as if the User had pulled the report via LVP.

User Roles: Sysadmin, Superuser, Manager, Report Admin, or Auditor

Method: POST /reporting/standard/account/lookup

Parameters:

None

Body:

KeyTypeMandatory?Description
startDatedateTimeYes

Start date of the report.

endDatedateTimeYes

End date of the report.

The duration between the startDate and endDate should not exceed either the configured date range in config or the default value of 365 days.

accountStringYes*

Only include data for the specified account number and/or original account number.

*Indicates that account and/or originalAccountNumber are required, both values can't be null.

originalAccountNumberString
filterObjectNo

Filter criteria for the account lookup report

KeyTypeMandatory?Description
callCenterArrayNo

Limits the report to only the specified Call Center(s)

KeyTypeMandatory?Description
idInteger (ID)YesThe Call Center ID.
  • If a callCenter and service are included then the Service must be within the Call Center.
  • If you filter by multiple Call Centers then you cannot filter by service.
serviceArrayNo

Limits the report to only the specified Service(s)

KeyTypeMandatory?Description
idInteger (ID)YesThe Service ID.

If you filter by multiple Services you cannot filter by callCenter.

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
resultsArrayNo

An array of calls associated to the account.

KeyTypeMandatory?Description
callCenterStringYesName of the Call Center.
serviceStringYesName of the Service.
customerNameStringNo

Full name of the customer associated with the account.

originalAccountNumberStringNoThe original account number.
accountStringNoThe account number.
phoneStringYesThe phone number of the consumer.
agentStringNoName of the Agent who handled the call.
startDateTimeYesStart time of the agent call.
endDateTimeYesEnd time of the agent call.
campaignStringYesName of the campaign.
callerIdStringNoCaller ID of the call.
termCodeStringNoTerm code that was assigned to the call.
serviceIdInteger (ID)YesThe ID of the Service that the Agent was logged into when they handled the call. The inbound Service ID will be returned for inbound calls.
callCenterIdInteger (ID)YesThe Call Center ID to which the Service belongs.

Retrieve Agent Lookup Report

#Request (JSON)
POST /reporting/standard/account/lookup
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
   "startDate": 1438417219000,
   "endDate": 1454365219000,
   "account": "12345", 
   "filter":  {"callCenter":[{"id":3234}]}
} 
 
#Response
200 OK
Content-Type: application/json

{"results": [
      {
      "callCenter": "Call Center_1",
      "service": "All Preview",
      "customerName": "",
      "originalAccountNumber": "",
      "phone": "6178498812",
      "agent": "",
      "start": 1443538320000,
      "end": 1443538327000,
      "campaign": "47420_SCHEDULED_CALLBACK_CALLS_09-29-2015",
      "callerId": "2094359265",
      "termCode": "Operator Transfer (Caller Abandoned)",
      "serviceId": 47420,
      "callCenterId": 3234
   },
      {
      "callCenter": "Call Center_1",
      "service": "All Preview",
      "customerName": "",
      "originalAccountNumber": "",
      "phone": "6503517507",
      "agent": "LV_K1",
      "start": 1444039136000,
      "end": 1444039255000,
      "campaign": "47420_MANUAL_CALLS_10-05-2015",
      "callerId": "6503517513",
      "termCode": "AGENT - Customer Hung Up",
      "serviceId": 47420,
      "callCenterId": 3234
   },
      {
      "callCenter": "Call Center_1",
      "service": "All Preview",
      "customerName": "",
      "originalAccountNumber": "",
      "phone": "7329275411",
      "agent": "",
      "start": 1444820732000,
      "end": 1444820782000,
      "campaign": "47420_MANUAL_CALLS_10-14-2015",
      "callerId": "6503517513",
      "termCode": "Operator Transfer (Agent Terminated Call)",
      "serviceId": 47420,
      "callCenterId": 3234
   }
 ]
}
CODE

Agent Activity Report

Description: Retrieves the Agent Activity Report, the returned information will be exactly the same as if the User had pulled the report via LVP.

User Roles: Sysadmin, Superuser, Manager, Report Admin, or Auditor

Method: POST /reporting/standard/agent/activity

Parameters:

None

Body:

KeyTypeMandatory?Description
startDatedateTimeYes

Start date of the report.

endDatedateTimeYes

End date of the report.


showTermCodesBooleanFalse

If set to 'true' then the number of times a term code was selected will be returned.

  • If set to 'true' the max duration between startDate and endDate cannot exceed 3 days.
  • If set to 'true' you cannot include an agentTeamId.
filterObjectNo

Filter criteria for the agent activity report

KeyTypeMandatory?Description
callCenterArrayNo

Limits the report to only the specified Call Center(s)

KeyTypeMandatory?Description
idInteger (ID)YesThe Call Center ID.
  • If a callCenter and service are included then the Service must be within the Call Center.
  • If you filter by multiple Call Centers then you cannot filter by service.
serviceArrayNo

Limits the report to only the specified Service(s)

KeyTypeMandatory?Description
idInteger (ID)YesThe Service ID.
  • If you filter by multiple Services you cannot filter by callCente
agentIdIntegerNoReturned values will only be for the selected Agent.
resourceGroupIdIntegerNo

Limits the report to only Agents from the selected Resource Group.

If you include resourceGroupId you cannot include callCenter or service.

agentTeamIdIntegerNoLimits the report to only Agents from the selected Agent Team.

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
agentActivityArrayNo

An array of Agents' activity data.

KeyTypeMandatory?Description
resultsArrayYes

Array of Services that have agent activity.

KeyTypeMandatory?Description
serviceNameStringYesService name.
serviceIdInteger (ID)YesService ID
callCenterIdInteger (ID)YesCall Center ID containing the Service.
agentArrayYes

Array of Agents that have activity on the Service.

KeyTypeMandatory?Description
nameStringYesAgent name.
dayActivityArrayYes

An array of daily activities for the Agent on the Service.

KeyTypeMandatory?Description
loginTimeDateTimeYesInitial log in time for the agent
logoutTimeDateTimeYesLogout time of the agent
agentActivityDetailsObjectYesThe statistics of the agent activity report aggregated by agent session. See the AgentActivityDetails description below.
agentTotalsObjectYesThe statistics of the agent activity report aggregated by Agent. See the AgentActivityDetails description below.
serviceTotalsObjectYesThe statistics of the agent activity report aggregated by Service. See the AgentActivityDetails description below.

AgentActivityDetails

KeyTypeMandatory?Description
onlineTimeTimeYesTime the agent was logged into LiveVox in seconds.
successfulOperatorTransfersIntegerYesNumber of operator transfers that successfully connected to an agent.
averageTalkTimeTimeYesTime the agent was in the “In Call” state (in seconds) divided by the number of call handled by the agent.
averageWrapTimeTimeYesTime the agent was in the “Wrap Up” state (in seconds) divided by the number of call handled by the agent.
averageAvailableTimeTimeYesTime the agent was in the “Ready” state (in seconds) divided by the number of call handled by the agent.
averageNotReadyTimeTimeYesTime the agent was in the “Not Ready” state (in seconds) divided by the number of call handled by the agent.
connectsPerHourDecimalYesTotal Calls handled by the agent divided by Total Agent Time in hours.
rpcPaymentPtpIntegerYesCalls with a result code of RPC with Payment Arranged.
rpcNoPaymentPtpIntegerYesCalls with a result code of RPC with No Payment Arranged.
totalRpcsIntegerYesSum of calls with RPC with Payment Arranged and RPC with No Payment Arranged result codes.
totalRpcsPerAgentSystemHourDecimalYesRPCs divided by Total Agent Productive Time in hours
rpcRateInPercentDecimalYesRPCs divided successfulOperatorTransfers.
conversionRateInPercentDecimalYesCalls coded as a PTP divided by totalRpcs.
wpcIntegerYesCalls coded as a Wrong Party Connect
nonContactsIntegerYesCalls coded as a Non-Contact.
termCodesArrayNo

List of termcode names and count.

KeyTypeMandatory?Description
nameStringYesTerm code name.
countIntegerYesNumber of calls coded with this Term code.

Only shown if showTermcodes property is set to 'true'.

Retrieve Agent Activity Report

#Request (JSON)
POST /reporting/standard/agent/activity
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "startDate": "1467077202000",
  "endDate": "1467077202000",
  "showTermCodes": "true",
  "filter": {
    "callCenter": [
      {
        "id": "5082"
      }
    ],
    "service": [
      {
        "id": "66068"
      }
    ]
  }
}
 
#Response
200 OK
Content-Type: application/json

{"agentActivity": {"results": [{
   "agent":    [
            {
         "dayActivity":          [
                        {
               "activity": [               {
                  "agentActivityDetails": [                  {
                     "termCodes": null,
                     "onlineTime": 39000,
                     "successfulOperatorTransfers": 0,
                     "averageTalkTime": 0,
                     "averageWrapTime": 0,
                     "averageAvailableTime": 36000,
                     "averageNotReadyTime": 2000,
                     "connectsPerHour": 0,
                     "rpcPaymentPtp": 0,
                     "rpcNoPaymentPtp": 0,
                     "totalRpcs": 0,
                     "totalRpcsPerAgentSystemHour": 0,
                     "rpcRateInPercent": 0,
                     "conversionRateInPercent": 0,
                     "wpc": 0,
                     "nonContacts": 0
                  }],
                  "loginTime": 1467053215000,
                  "logoutTime": 1467053255000
               }],
               "dayTotals":                {
                  "termCodes": null,
                  "onlineTime": 39000,
                  "successfulOperatorTransfers": 0,
                  "averageTalkTime": 0,
                  "averageWrapTime": 0,
                  "averageAvailableTime": 36000,
                  "averageNotReadyTime": 3000,
                  "connectsPerHour": 0,
                  "rpcPaymentPtp": 0,
                  "rpcNoPaymentPtp": 0,
                  "totalRpcs": 0,
                  "totalRpcsPerAgentSystemHour": 0,
                  "rpcRateInPercent": 0,
                  "conversionRateInPercent": 0,
                  "wpc": 0,
                  "nonContacts": 0
               }
            },
                        {
               "activity": [               {
                  "agentActivityDetails": [                  {
                     "termCodes": null,
                     "onlineTime": 23000,
                     "successfulOperatorTransfers": 0,
                     "averageTalkTime": 0,
                     "averageWrapTime": 0,
                     "averageAvailableTime": 16000,
                     "averageNotReadyTime": 6000,
                     "connectsPerHour": 0,
                     "rpcPaymentPtp": 0,
                     "rpcNoPaymentPtp": 0,
                     "totalRpcs": 0,
                     "totalRpcsPerAgentSystemHour": 0,
                     "rpcRateInPercent": 0,
                     "conversionRateInPercent": 0,
                     "wpc": 0,
                     "nonContacts": 0
                  }],
                  "loginTime": 1467100334000,
                  "logoutTime": 1467100357000
               }],
               "dayTotals":                {
                  "termCodes": null,
                  "onlineTime": 23000,
                  "successfulOperatorTransfers": 0,
                  "averageTalkTime": 0,
                  "averageWrapTime": 0,
                  "averageAvailableTime": 16000,
                  "averageNotReadyTime": 6000,
                  "connectsPerHour": 0,
                  "rpcPaymentPtp": 0,
                  "rpcNoPaymentPtp": 0,
                  "totalRpcs": 0,
                  "totalRpcsPerAgentSystemHour": 0,
                  "rpcRateInPercent": 0,
                  "conversionRateInPercent": 0,
                  "wpc": 0,
                  "nonContacts": 0
               }
            }
         ],
         "agentTotals":          {
            "termCodes": null,
            "onlineTime": 62000,
            "successfulOperatorTransfers": 0,
            "averageTalkTime": 0,
            "averageWrapTime": 0,
            "averageAvailableTime": 53000,
            "averageNotReadyTime": 9000,
            "connectsPerHour": 0,
            "rpcPaymentPtp": 0,
            "rpcNoPaymentPtp": 0,
            "totalRpcs": 0,
            "totalRpcsPerAgentSystemHour": 0,
            "rpcRateInPercent": 0,
            "conversionRateInPercent": 0,
            "wpc": 0,
            "nonContacts": 0
         },
         "name": "DIRECTVM LIVEVOX,PASS1234567"
      },
...
   ],
   "serviceTotals":    {
      "termCodes": null,
      "onlineTime": 169000,
      "successfulOperatorTransfers": 0,
      "averageTalkTime": 0,
      "averageWrapTime": 0,
      "averageAvailableTime": 148000,
      "averageNotReadyTime": 21000,
      "connectsPerHour": 0,
      "rpcPaymentPtp": 0,
      "rpcNoPaymentPtp": 0,
      "totalRpcs": 0,
      "totalRpcsPerAgentSystemHour": 0,
      "rpcRateInPercent": 0,
      "conversionRateInPercent": 0,
      "wpc": 0,
      "nonContacts": 0
   },
   "serviceName": "ACD_QA_QC ( 66068 )",
   "serviceId": 66068,
   "callCenterId": 5082
}]}}
CODE

Agent Summary Report

Description: Retrieves the Agent Summary Report, the returned information will be exactly the same as if the User had pulled the report via LVP.

User Roles: Sysadmin, Superuser, Manager, Report Admin, or Auditor

Method: POST /reporting/standard/agent/summary

Parameters:

None

Body:

KeyTypeMandatory?Description
startDatedateTimeYes

Start date of the report.

endDatedateTimeYes

End date of the report.

filterObjectNo

Filter criteria for the report

KeyTypeMandatory?Description

agentId

Integer (ID)

No

Only retrieves the data for the specified Agent.

callCenterArrayNo

Limits the report to only the specified Call Center(s)

KeyTypeMandatory?Description
idInteger (ID)YesThe Call Center ID.
  • If a callCenter and service are included then the Service must be within the Call Center.
  • If you filter by multiple Call Centers then you cannot filter by service.
serviceArrayNo

Limits the report to only the specified Service(s)

KeyTypeMandatory?Description
idInteger (ID)YesThe Service ID.

If you filter by multiple Services you cannot filter by callCenter.

agentTeamIntegerNoOnly include data for the specified Agent Team.
resourceGroupIntegerNo

Limits the report to only the specified Resource Group.

If you filter by resourceGroup you cannot filter by service or callcenter.

optionsObjectYes

Optional information to include in the report

KeyTypeMandatory?Description
showTermCodesBooleanYes*Includes term code details in the report.
showPtpAmountBooleanYes*Includes the promise to pay amount in the report.
showDetailedBooleanYes*Adds additional detailed information to the report.

*Indicates that one or more options can be selected.

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
resultsArrayYes

An array of details broken out by Agent

KeyTypeMandatory?Description
loginIdStringYesAgent login ID.
firstNameStringYesAgent first name.
lastNameStringYes

Agent last name.

detailsObjectYes

The report details

KeyTypeMandatory?Description
successfulOpTransferIntegerNoTotal number of Successful Operator transfers.
inCallTimeInMinutesDecimalYesTotal Time Agent was In Call.
inCallTimeInPercentDecimalYesPercentage of time Agent was In Call.
readyTimeInMinutesDecimalYesTotal Time Agent was in Ready.
readyTimeInPercentDecimalYesPercentage of time Agent was in Ready.
wrapupTimeInMinutesDecimalYesTotal Time Agent was in Wrap Up.
wrapupTimeInPercentDecimalYesPercentage of time Agent was in Wrap Up.
notReadyTimeInMinutesDecimalYesTotal Time Agent was in Not Ready.
notReadyTimeInPercentDecimalYesPercentage of time Agent was in Not Ready.
rpcPaymentPtpIntegerYesNumber of calls that were marked as RPC and have a payment.
rpcNoPaymentPtpIntegerYesNumber of calls that were marked as RPC and don't have a payment.
wpcIntegerYesNumber of calls marked with a WPC term code.
nonConnectsIntegerYesNumber of calls that were not connected.
totalRpcsIntegerYesSum of RPCs With Payment and RPCs without Payment
ptpAmountDecimalNo*The total Promise To Pay amount. *Returned only if showPtpEnable flag is set to true.
agentSystemTimeInMinutesDecimalNo*Total time Agent was logged into LiveVox. *Returned only if showDetails flag is set to true.
agentProductiveTimeInMinutesDecimalNo*Total time Agent was In Call, Wrap Up, or Ready state. *Returned only if showDetails flag is set to true.
avgCallsHandleInHoursDecimalNo*Average number of calls handled per hour of In Call time. *Returned only if showDetails flag is set to true.
avgCallsHandledTimeInHoursDecimalNo*Average number of call handled per hour of system time. *Returned only if showDetails flag is set to true.
avgCallLengthInMinutesDecimalNo*Average call length. *Returned only if showDetails flag is set to true.
rpcsPerHourDecimalNo*Average RPCs per hour of system time. *Returned only if showDetails flag is set to true.
rpcRateInPercentDecimalNo*Percentage of RPCs per successful operator transfers. *Returned only if showDetails flag is set to true.
conversionRateInPercentDecimalNo*Percentage of PTPs per RPCs.
termCodesArrayNo*

List of termcode names and values.

KeyTypeMandatory?Description
nameStringYesTerm code name.
countIntegerYesTotal number of times term code was selected by the Agent.
totalObjectYes

The combined total for all Agents.

KeyTypeMandatory?Description
detailsObjectYesThe total report details. Returned values are the exact same as the ones listed above except the statistics will be for all Agents combined.

Retrieve Agent Summary Report

#Request (JSON)
POST /reporting/standard/agent/summary
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
   "startDate": "1451727557000",
   "endDate": "1454319557000",
   "filter":    {
      "callCenter": [
      {"id": 5082},
      {"id": 4348},
      {"id": 3234},
      {"id": 3235},
      {"id": 3799},
      {"id": 3236},
      {"id": 4325},
      {"id": 4419},
      {"id": 3773},
      {"id": 4580}
      ]
   },
   "options":    {
      "showTermCodes": "false",
      "showPtpAmount": "false",
      "showDetailed": "false"
   }
}
 
#Response
200 OK
Content-Type: application/json

{
   "results":    [
            {
         "details":          {
            "termcodes": null,
            "successfulOpTransfer": 0,
            "inCallTimeInMinutes": 0,
            "inCallTimeInPercent": 0,
            "readyTimeInMinutes": 2.5,
            "readyTimeInPercent": 6.58,
            "wrapupTimeInMinutes": 0,
            "wrapupTimeInPercent": 0,
            "notReadyTimeInMinutes": 35.52,
            "notReadyTimeInPercent": 93.42,
            "rpcPaymentPtp": 0,
            "rpcNoPaymentPtp": 0,
            "wpc": 0,
            "nonConnects": 0,
            "totalRpcs": 0,
            "ptpAmount": null,
            "agentSystemTimeInMinutes": null,
            "agentProductiveTimeInMinutes": null,
            "avgCallsHandleInHours": null,
            "avgCallsHandledTimeInHours": null,
            "avgCallLengthInMinutes": null,
            "rpcsPerHour": null,
            "rpcRateInPercent": null,
            "conversionRateInPercent": null
         },
         "loginId": "ACONDE",
         "firstName": "AGUSTIN",
         "lastName": "CONDE"
      },
...

            {
         "details":          {
            "termcodes": null,
            "successfulOpTransfer": 6,
            "inCallTimeInMinutes": 162.68,
            "inCallTimeInPercent": 95.22,
            "readyTimeInMinutes": 7.17,
            "readyTimeInPercent": 4.19,
            "wrapupTimeInMinutes": 0.02,
            "wrapupTimeInPercent": 0.01,
            "notReadyTimeInMinutes": 0.98,
            "notReadyTimeInPercent": 0.58,
            "rpcPaymentPtp": 0,
            "rpcNoPaymentPtp": 6,
            "wpc": 0,
            "nonConnects": 0,
            "totalRpcs": 6,
            "ptpAmount": null,
            "agentSystemTimeInMinutes": null,
            "agentProductiveTimeInMinutes": null,
            "avgCallsHandleInHours": null,
            "avgCallsHandledTimeInHours": null,
            "avgCallLengthInMinutes": null,
            "rpcsPerHour": null,
            "rpcRateInPercent": null,
            "conversionRateInPercent": null
         },
         "loginId": "UNAOR",
         "firstName": "URI",
         "lastName": "NAOR"
      }
   ],
   "total": {"details":    {
      "termcodes": null,
      "successfulOpTransfer": 159,
      "inCallTimeInMinutes": 445.12,
      "inCallTimeInPercent": 22.59,
      "readyTimeInMinutes": 998.5,
      "readyTimeInPercent": 50.68,
      "wrapupTimeInMinutes": 29.1,
      "wrapupTimeInPercent": 1.48,
      "notReadyTimeInMinutes": 497.62,
      "notReadyTimeInPercent": 25.26,
      "rpcPaymentPtp": 1,
      "rpcNoPaymentPtp": 129,
      "wpc": 0,
      "nonConnects": 20,
      "totalRpcs": 130,
      "ptpAmount": null,
      "agentSystemTimeInMinutes": null,
      "agentProductiveTimeInMinutes": null,
      "avgCallsHandleInHours": null,
      "avgCallsHandledTimeInHours": null,
      "avgCallLengthInMinutes": null,
      "rpcsPerHour": null,
      "rpcRateInPercent": null,
      "conversionRateInPercent": null
   }
 }
}
CODE

Call Event Recovery Report

Description: This method provides a CSV file that contains the same information that can be obtained through the Call Event Feed; it is intended to be used as a recovery method for events older than 24 hours, as the Call Event Feed only provides events that are less than 24 hours old.

User Roles: Sysadmin, Superuser, Manager, Report Admin, or Auditor

Method: POST /reporting/standard/callDetails

Parameters:

None

Body:

KeyTypeMandatory?Description
startDatedateTimeYes

Start date of the report.

endDatedateTimeYes

End date of the report.

The start and end date cannot be more than 3 days.

filterObjectNo

Filter details for the report

KeyTypeMandatory?Description
callCenterArrayNo

Limits the data to only the specified Call Center(s).

KeyTypeMandatory?Description
idInteger (ID)YesCall Center ID.

If you filter by multiple Services you cannot filter by callCenter.

serviceArrayNo

Limits the data to only the specified Service(s).

KeyTypeMandatory?Description
idInteger (ID)YesThe Service ID.

If you filter by multiple Call Centers you cannot filter by service.

Response Code: 200 OK

Body:

The body of this response is a CSV file with a first line header.

If the optional Accept-Encoding header with valid value 'gzip' is provided, the served content is compressed.

Call Event Recovery Report

#Request (JSON)
POST /reporting/standard/callDetails
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "startDate": 1634111516000,
  "endDate": 1634118716000
}
 
#Response
200 OK
Content-Type: application/json

account,agentId,agentLoginId,callerId,campaignId,clientId,duration,start,end,lvResult,operatorPhone,phoneDialed,roundedIvrDuration,serviceId,sessionId,transactionId,transferHoldDuration,zipCode,lvResultId,callCenterId,phonePosition,campaignType,areaCodeState,zipCodeState
123,1197006,AGENT,0,111734064,1000540,34,20211013 05:12:08,20211013 05:12:43,AGENT - PTP Arranged,0,9176754178,2,1076538,U668DAT6166A2E8@10.101.21.165,126035363681,0,850001,731,1000189,1,MANUAL,NY,
345,1197006,AGENT,0,111734064,1000540,39,20211013 05:13:06,20211013 05:13:46,AGENT - Call Back,0,9176754178,3,1076538,U66929T6166A322@10.101.21.221,126035363690,0,,739,1000189,1,MANUAL,NY,
23,1197006,AGENT,0,111734064,1000540,38,20211013 05:14:14,20211013 05:14:53,AGENT - Fax,0,9176754178,4,1076538,U66AC0T6166A366@10.101.21.216,126035363707,0,,741,1000189,1,MANUAL,NY,
1234567,1197006,AGENT,0,111734472,1000540,13,20211013 05:50:32,20211013 05:50:45,AGENT - CUST 30,0,9176754178,5,1095827,U6697ET6166ABE8@10.101.19.247,126035364113,0,,1308,1028677,1,MANUAL,NY,
abc,1197006,AGENT,0,111734472,1000540,22,20211013 05:51:06,20211013 05:51:29,AGENT - Agent Hung Up,0,6505153873,2,1095827,U66916T6166AC0A@10.101.21.135,126035364126,0,,743,1028677,1,MANUAL,CA,
CODE

Call Event Recovery Report with Call Center Filter

#Request (JSON)
POST /reporting/standard/callDetails
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "filter": {
    "callCenter": [
      {
        "id": 1000189
      }
    ]
  },
  "startDate": 1634111516000,
  "endDate": 1634118716000
}
 
#Response
200 OK
Content-Type: application/json

account,agentId,agentLoginId,callerId,campaignId,clientId,duration,start,end,lvResult,operatorPhone,phoneDialed,roundedIvrDuration,serviceId,sessionId,transactionId,transferHoldDuration,zipCode,lvResultId,callCenterId,phonePosition,campaignType,areaCodeState,zipCodeState
123,1197006,AGENT,0,111734064,1000540,34,20211013 05:12:08,20211013 05:12:43,AGENT - PTP Arranged,0,9176754178,2,1076538,U668DAT6166A2E8@10.101.21.165,126035363681,0,850001,731,1000189,1,MANUAL,NY,
345,1197006,AGENT,0,111734064,1000540,39,20211013 05:13:06,20211013 05:13:46,AGENT - Call Back,0,9176754178,3,1076538,U66929T6166A322@10.101.21.221,126035363690,0,,739,1000189,1,MANUAL,NY,
23,1197006,AGENT,0,111734064,1000540,38,20211013 05:14:14,20211013 05:14:53,AGENT - Fax,0,9176754178,4,1076538,U66AC0T6166A366@10.101.21.216,126035363707,0,,741,1000189,1,MANUAL,NY,
CODE

Call Event Recovery Report with Service Filter

#Request (JSON)
POST /reporting/standard/callDetails
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "filter": {
    "service": [
      {
        "id": 1076538
      },
      {
        "id": 1000543
      }
    ]
  },
  "startDate": 1634030170000,
  "endDate": 1634116570000
}
 
#Response
200 OK
Content-Type: application/json

account,agentId,agentLoginId,callerId,campaignId,clientId,duration,start,end,lvResult,operatorPhone,phoneDialed,roundedIvrDuration,serviceId,sessionId,transactionId,transferHoldDuration,zipCode,lvResultId,callCenterId,phonePosition,campaignType,areaCodeState,zipCodeState
123,,,0,111733267,1000540,27,20211013 03:50:14,20211013 03:50:42,Operator Transfer (Agent Terminated Call),0,9176754178,3,1000543,U6696FT61668FB6@10.101.19.219,126035042939,0,850001,661,1000189,1,MANUAL,NY,
123,1197006,AGENT,0,111734064,1000540,34,20211013 05:12:08,20211013 05:12:43,AGENT - PTP Arranged,0,9176754178,2,1076538,U668DAT6166A2E8@10.101.21.165,126035363681,0,850001,731,1000189,1,MANUAL,NY,
345,1197006,AGENT,0,111734064,1000540,39,20211013 05:13:06,20211013 05:13:46,AGENT - Call Back,0,9176754178,3,1076538,U66929T6166A322@10.101.21.221,126035363690,0,,739,1000189,1,MANUAL,NY,
23,1197006,AGENT,0,111734064,1000540,38,20211013 05:14:14,20211013 05:14:53,AGENT - Fax,0,9176754178,4,1076538,U66AC0T6166A366@10.101.21.216,126035363707,0,,741,1000189,1,MANUAL,NY,
CODE

Call Recording Report

Description: Retrieves the Call Recording Report, the returned information will be exactly the same as if the User had pulled the report via LVP. The only difference is that the actual call recording file is not available, to obtain this you will need to use the sessionId property in the Compliance APIs Get Call Recording By Id method to get the sound file.

When specifying a date range be aware that it is possible to be returned a call recording outside the date range, this is because the LiveVox reporting day goes from 4 am to 3:59 am the next day. For example if you have a start date of 6/12/2016 and an end date of 6/13/2016 you will be returned all the call recordings from 6/12/2016 4:00 am to 6/14/2016 3:59 am.

User Roles: Sysadmin, Superuser, Manager, Report Admin, Auditor, or Client Auditor

Manager, Report Admin, Auditor, and Client Auditor users will need to have the "Access to Call Recording Report" optional power enabled to access this report.

Method: POST /reporting/standard/callRecording

Parameters:

None

Body:

KeyTypeMandatory?Description
startDatedateTimeYes

Start date of the report.

endDatedateTimeYes

End date of the report.

The start and end date cannot be more than 31 days apart. Start date cannot be beyond the days of call recording.

sortByEnumNo

How to sort the results, possible values include:

  • CALL_START_TIME
  • ACCOUNT
  • AGENT

If no sortBy value is included then the values will unordered.

filterObjectNo

Filter criteria for the call recordings, be aware that these are AND conditions so if you include a service and a phoneDialed only the call recordings that match both the criteria will be returned.

KeyTypeMandatory?Description

agent

Integer (ID)

No

Only include call recordings for the specified Agent.

account

String

No

Only include call recordings for the account specified.

phoneDialed

String

No

Only include call recordings for the specified phone number.

originalAccountNumberStringNoOnly include call recordings for the original account number.
callCenterArrayNo

Limits the call recordings to only those for the specified Call Center.

KeyTypeMandatory?Description
idInteger (ID)YesCall Center ID.

If you filter by multiple Services you cannot filter by callCenter.

serviceArrayNo

Limits the call recordings to only those for the specified Service(s).

KeyTypeMandatory?Description
idInteger (ID)YesThe Service ID.

If callCenter and service are included the service must be in the callCenter. If you filter by multiple Call Centers you cannot filter by service.

transferDurationObjectNo

The minimum and maximum duration for call recordings that will be returned.

KeyTypeMandatory?Description
minimumIntegerYes*Minimum duration, in seconds, of the call recordings to return.
maximumIntegerYes*Maximum duration, in seconds, of the call recordings to return.

*Indicates that one of the two is mandatory if 'transferDuration' is included.

campaignObjectNo

Filter by campaign attributes.

KeyTypeMandatory?Description
idStringYes*Return all call recordings for the specified campaign ID.
patternStringYes*Return call recordings for any campaign with the specified campaign pattern.

*Indicates that a single request can contain either an id or pattern, not both.

resultArrayNo

Only call recordings with the specified result will be returned.

KeyTypeMandatory?Description
idInteger (ID)YesThe result ID to filter call recordings by.

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
callRecordingArrayNo

Information about each call recording.

KeyTypeMandatory?Description
accountStringNoAccount number associated with the call recording.
originalAccountNumberStringNoOriginal account number associated with the call recording.
serviceStringYesThe name of the Service that the Agent was logged into when the call was recorded. The inbound service name will be returned for inbound calls.
serviceIdInteger (ID)YesThe ID of the Service that the Agent was logged into when the call was recorded. The inbound Service ID will be returned for inbound calls.
callCenterIdInteger (ID)YesThe Call Center ID to which the Service belongs.
nameStringNoThe full name of the person associated with the phone number/account.
phoneStringYesThe phone number of the consumer whose call was recorded.
agentStringYesThe Logon ID of the agent who handled the call.
sessionStringYesThe session ID for the call.
transferConnectDateTimeNoThe time the call connected to the Agent.
transferEndDateTimeNoThe time the call disconnected from the Agent.
transferDurationIntegerNoThe duration of the transfer in seconds.
campaignStringNoName of the campaign for the call.
termCodeStringNoThe term code that was logged for the call.
recordingIdStringYesThe recording ID for the call

Retrieve Call Recording Report

#Request (JSON)
POST /reporting/standard/callRecording
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
   "startDate": "1453109957000",
   "endDate": "1453361957000",
   "sortBy": "AGENT",
   "filter":    {
      "callCenter": [
      {"id": 5082},
      {"id": 4348},
      {"id": 3234},
      {"id": 3235}
      ]
   }
}
 
#Response
200 OK
Content-Type: application/json

{"callRecording": [
      {
      "account": "2323",
      "originalAccountNumber": "",
      "service": "Quick_Connect",
      "name": "",
      "phone": "6503517528",
      "agent": "AP5",
      "session": "U1E51T56A1C128@10.40.88.65",
      "transferConnect": 1453441321000,
      "transferEnd": 1453441367000,
      "transferDuration": 46,
      "campaign": "47416_MANUAL_CALLS_01-21-2016",
      "termCode": "Operator Transfer (Agent Terminated Call)",
      "serviceId": 47416,
      "callCenterId": 3235,
      "recordingId": "55555555-1467-b82b-1caa-016a73f43fb8"
   },
      {
      "account": "@12345",
      "originalAccountNumber": "",
      "service": "Manual",
      "name": "",
      "phone": "",
      "agent": "JULIANJ_LV",
      "session": "U16B1T56A00A5F@10.40.88.65",
      "transferConnect": null,
      "transferEnd": null,
      "transferDuration": null,
      "campaign": "",
      "termCode": "AGENT - Attorney Handling",
      "serviceId": 47419,
      "callCenterId": 3235,
      "recordingId": "66655567-5544-b82b-1caa-016a73f43fb8"
   },
...
      {
      "account": "hgfhgfh",
      "originalAccountNumber": "",
      "service": "Manual2",
      "name": "",
      "phone": "4156926963",
      "agent": "UNAOR",
      "session": "U15D9T569FBDCF@10.40.88.65",
      "transferConnect": 1453309394000,
      "transferEnd": 1453309412000,
      "transferDuration": 18,
      "campaign": "47419_MANUAL_CALLS_01-20-2016",
      "termCode": "AGENT - Attorney Handling",
      "serviceId": 47419,
      "callCenterId": 4348,
      "recordingId": "6765ft54-5544-b82b-1caa-016a73f43fb8"
   }
 ]
}
CODE

Phone Lookup Report

Description: Retrieves the Phone Lookup Report, the returned information will be exactly the same as if the User had pulled the report via LVP.

User Roles: Sysadmin, Superuser, Manager, Report Admin, or Auditor

Method: POST /reporting/standard/phone/lookup

Parameters:

None

Body:

KeyTypeMandatory?Description
startDatedateTimeYes

Start date of the report.

endDatedateTimeYes

End date of the report.

The duration between the startDate and endDate should not exceed 365 days.

phoneDialedObjectYes

An array of phone numbers to lookup.

KeyTypeMandatory?Description
PhoneStringYesPhone number dialed for the call.

 

filterObjectNo

Filter criteria for the phone lookup report

KeyTypeMandatory?Description
callCenterArrayNo

Limits the report to only the specified Call Center(s)

KeyTypeMandatory?Description
idInteger (ID)YesThe Call Center ID.
  • If a callCenter and service are included then the Service must be within the Call Center.
  • If you filter by multiple Call Centers then you cannot filter by service.
serviceArrayNo

Limits the report to only the specified Service(s)

KeyTypeMandatory?Description
idInteger (ID)YesThe Service ID.

If you filter by multiple Services you cannot filter by callCenter.

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
resultsArrayNo

An array of calls associated with the account.

KeyTypeMandatory?Description
callCenterStringYes

Call Center name.

serviceStringYes

Service name.

serviceIdInteger (ID)YesService ID.
callCenterIdInteger (ID)YesCall Center ID that contains the Service.
accountStringNoAccount number.
originalAccountNumberStringNoOriginal Account Number.
customerNameStringNoCustomer name associated with the account.
agentStringNoName of the Agent that handled the call.
startDateTimeYesStart date and time of the call.
endDateTimeYesEnd date and time of the call.
campaignStringYesName of the campaign that dialed the account.
callerIdStringNoCaller ID used on the call.
termCodeStringNoTerm code selected by Agent.

Retrieve Phone Lookup Report

#Request (JSON)
POST /reporting/standard/phone/lookup
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "startDate": "2017-07-17T08:29:45",
  "endDate": "2017-07-18T16:18:33",
  "filter": {
    "callCenter": [
      {
        "id": "2829"
      },
      {
        "id": "428"
      }
    ]
  },
  "phoneDialed": [
    {
      "phone": "4155557121"
    },
    {
      "phone": "4155559723"
    }
  ]
}
 
#Response
200 OK
Content-Type: application/json

{"results": [
      {
      "callCenter": "Call Center_1",
      "service": "All Preview",
      "customerName": "",
      "originalAccountNumber": "",
      "phone": "4155557121",
      "agent": "",
      "start": 1443538320000,
      "end": 1443538327000,
      "campaign": "47420_SCHEDULED_CALLBACK_CALLS_09-29-2015",
      "callerId": "2094359265",
      "termCode": "Operator Transfer (Caller Abandoned)",
      "serviceId": 47420,
      "callCenterId": 2829
   },
      {
      "callCenter": "Call Center_1",
      "service": "All Preview",
      "customerName": "",
      "originalAccountNumber": "",
      "phone": "4155557121",
      "agent": "LV_K1",
      "start": 1444039136000,
      "end": 1444039255000,
      "campaign": "47420_MANUAL_CALLS_10-05-2015",
      "callerId": "6503517513",
      "termCode": "AGENT - Customer Hung Up",
      "serviceId": 47420,
      "callCenterId": 2829
   },
      {
      "callCenter": "Call Center_2",
      "service": "All Preview",
      "customerName": "",
      "originalAccountNumber": "",
      "phone": "4155559723",
      "agent": "",
      "start": 1444820732000,
      "end": 1444820782000,
      "campaign": "47420_MANUAL_CALLS_10-14-2015",
      "callerId": "6503517513",
      "termCode": "Operator Transfer (Agent Terminated Call)",
      "serviceId": 47420,
      "callCenterId": 428
   }
 ]
}
CODE

Real Time Report

Description: Retrieves the Real Time Report (RTR), the returned information will be exactly the same as if the User had pulled the report via LVP.

User Roles: Sysadmin, Superuser, Manager, Report Admin, Auditor, or Client Auditor

Method: POST /reporting/standard/realTimeReport

Parameters:

None

Body:

KeyTypeMandatory?Description
startDatedateTimeYes

Start date of the report.

endDatedateTimeYes

End date of the report.

The start and end date cannot be more than 90 days apart.

filterObjectNo

Filter criteria for the RTR.

KeyTypeMandatory?Description
callCenterArrayNo

Limits the RTR to data only for the specified Call Center(s).

KeyTypeMandatory?Description
idInteger (ID)YesCall Center ID.

If you filter by multiple Services you cannot filter by callCenter.

serviceArrayNo

Limits the RTR to data only for the specified Service(s).

KeyTypeMandatory?Description
idInteger (ID)YesThe Service ID.


campaignObjectNo

Filter by campaign attributes.

KeyTypeMandatory?Description
idStringYes*Limit the RTR to the specified campaign ID.
patternStringYes*Limit the RTR to any campaign with the specified campaign pattern.

*Indicates that a single request can contain either an id or pattern, not both.

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
summaryObjectNo

Information about the calls that have been completed.

Key

Type

Mandatory?

Description

client

Object

Yes

Client Details

KeyTypeMandatory?Description
idInteger (ID)YesClient ID.
nameStringYesClient Name.

totalCalls

Object

Yes

Total call details

KeyTypeMandatory?Description
connectedObjectYes

Connected call details

KeyTypeMandatory?Description
liveAnswerIntegerYesTotal number of live answer calls.
automatedAnswerIntegerYesTotal number of calls answered by automated devices.
totalIntegerYesTotal number of calls.
notConnectedIntegerYesTotal number of not connected calls.
successfulOperatorTransferIntegerYesTotal number of successfully transferred calls.

totalCallsInLast15Min

Object

Yes

The call details for the last 15 minutes.

KeyTypeMandatory?Description
connectedObjectYes

Connected call details of the last 15 minutes.

KeyTypeMandatory?Description
liveAnswerIntegerYesTotal number of live answer calls in the last 15 minutes.
automatedAnswerIntegerYesTotal number of calls answered by automated devices in the last 15 minutes.
totalIntegerYesTotal number of calls in the last 15 minutes.
notConnectedIntegerYesTotal number of not connected calls in the last 15 minutes.
successfulOperatorTransferIntegerYesTotal number of successfully transferred calls in the last 15 minutes.
outcomesArrayYes

List of outcomes

KeyTypeMandatory?Description
nameStringYesTerm code category name.
termcodesArrayYes

Details about calls split by term code.

KeyTypeMandatory?Description
nameStringYesName of the term code.
totalCallsInCategoryInPercentStringYesTotal number of calls marked with the specified term code divided by the total number of calls in the term code category.
totalCallsStringYesTotal number of calls marked with the specified term code.
totalCallsInPercentStringYesTotal number of calls marked with the specified term code divided by the overall total number of calls.
avgCallLengthStringYesThe average length of calls marked with the specified term code.
totalsObjectYes

Term code category totals

KeyTypeMandatory?Description
totalCallsInCategoryInPercentStringYesTotal number of calls in the term code category divided by the total number of calls in the term code category.
totalCallsStringYesTotal number of calls in the term code category.
totalCallsInPercentStringYesTotal number of calls in the term code category divided by the overall total number of calls.
avgCallLengthStringYesThe average length of calls in the term code category.
chargesObjectYes

The cost of calls, separated by type.

KeyTypeMandatory?Description
connectedCallsObjectYes

Connected call charges

KeyTypeMandatory?Description
durationStringYesDuration of connected calls in minutes and seconds.
chargesStringYesConnected call charges in dollars.
operatorTransferObjectYes

Operator transfer call charges

KeyTypeMandatory?Description
durationStringYesDuration of operator transferred calls in minutes and seconds.
chargesStringYes

Operator transfer call charges in dollars.

totalObjectYes

Total call charges

KeyTypeMandatory?Description
durationStringYesTotal duration of calls in minutes and seconds.
chargesStringYesTotal call charges in dollars.

Retrieve RTR Report

#Request (JSON)
POST /reporting/standard/realTimeReport
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "startDate": "1455512400000",
  "endDate": "1455771600000",
  "filter": {
    "callCenter": [
      {
        "id": "3234"
      }
    ]
  }
}
 
#Response
200 OK
Content-Type: application/json

{
   "summary":    {
      "totalCalls":       {
         "connected":          {
            "liveAnswer": 65,
            "automatedAnswer": 14,
            "total": 79
         },
         "notConnected": 0,
         "successfulOperatorTransfer": 53
      },
      "totalCallsInLast15Mins":       {
         "connected":          {
            "liveAnswer": 0,
            "automatedAnswer": 0,
            "total": 0
         },
         "notConnected": 0,
         "successfulOperatorTransfer": 0
      },
      "clientId": 47415
   },
   "outcomes":    [
            {
         "totals":          {
            "totalCallsInCategoryInPercent": "100%",
            "totalCalls": "61",
            "totalCallsInPercent": "77.2%",
            "avgCallLength": "49.9 Seconds"
         },
         "termcodes":          [
                        {
               "name": "Operator Transfer",
               "totalCallsInCategoryInPercent": "1.6%",
               "totalCalls": "1",
               "totalCallsInPercent": "1.3%",
               "avgCallLength": "36 Seconds"
            },
...
                        {
               "name": "Operator Transfer (Caller Abandoned)",
               "totalCallsInCategoryInPercent": "8.2%",
               "totalCalls": "5",
               "totalCallsInPercent": "6.3%",
               "avgCallLength": "25.2 Seconds"
            }
         ],
         "name": "Operator Transfer"
      },
            {
         "totals":          {
            "totalCallsInCategoryInPercent": "100%",
            "totalCalls": "17",
            "totalCallsInPercent": "21.5%",
            "avgCallLength": "22.2 Seconds"
         },
         "termcodes":          [
                        {
               "name": "Partial Message Left",
               "totalCallsInCategoryInPercent": "76.5%",
               "totalCalls": "13",
               "totalCallsInPercent": "16.5%",
               "avgCallLength": "18.9 Seconds"
            },
                        {
               "name": "Listened",
               "totalCallsInCategoryInPercent": "26.0%",
               "totalCalls": "4",
               "totalCallsInPercent": "5.1%",
               "avgCallLength": "33 Seconds"
            }
         ],
         "name": "Left Message"
      },
            {
         "totals":          {
            "totalCallsInCategoryInPercent": "100%",
            "totalCalls": "1",
            "totalCallsInPercent": "1.3%",
            "avgCallLength": "12 Seconds"
         },
         "termcodes": [         {
            "name": "Answering Machine (Hung Up)",
            "totalCallsInCategoryInPercent": "100%",
            "totalCalls": "1",
            "totalCallsInPercent": "1.3%",
            "avgCallLength": "12 Seconds"
         }],
         "name": "LiveVox Hang-Up"
      },
            {
         "totals":          {
            "totalCallsInCategoryInPercent": "100%",
            "totalCalls": "81",
            "totalCallsInPercent": "102.5%",
            "avgCallLength": "0 Seconds"
         },
         "termcodes":          [
                        {
               "name": "Duplicate Call (Not Made)",
               "totalCallsInCategoryInPercent": "11.1%",
               "totalCalls": "9",
               "totalCallsInPercent": "",
               "avgCallLength": ""
            },
...
                        {
               "name": "Preview Dial - Agent Skipped (Not Made)",
               "totalCallsInCategoryInPercent": "1.2%",
               "totalCalls": "1",
               "totalCallsInPercent": "",
               "avgCallLength": ""
            }
         ],
         "name": "Not Made"
      }
   ],
   "charges":    {
      "connectedCalls":       {
         "duration": "10min 7sec",
         "charges": "$.50"
      },
      "operatorTransfer":       {
         "duration": "47min 5sec",
         "charges": "$2.31"
      },
      "total":       {
         "duration": "57min 12sec",
         "charges": "$2.80"
      }
   }
}
CODE

Service Efficiency Report

Description: Retrieves the Service Efficiency Report, the returned information will be exactly the same as if the User had pulled the report via LVP.

User Roles: Sysadmin, Superuser, Manager, Report Admin, Auditor, or Client Auditor.

Client Auditor users will need to have the "Access to Service Efficiency Report" optional power enabled.

Method: POST /reporting/standard/service/efficiency

Parameters:

None

Body:

KeyTypeMandatory?Description
startDatedateTimeYes

Start date of the report.

endDatedateTimeYes

End date of the report.

 The start and end date cannot be more than 31 days apart. Start date cannot be beyond the days of call recording.

chartBooleanNoCreates a link to the chart.
groupByObjectNo

Separates data by specified criteria:

KeyTypeMandatory?Description
intervalEnumNo*

Groups data by intervals, possible values are:

  • INTERVAL_30_MIN
  • INTERVAL_60_MIN
callCenterServiceBooleanNo*Groups data by Call Center and Service.

*Indicates that there are some conditions when grouping results:

  • If you group by interval you cannot group by callCenterService.
  • If you group by interval you cannot filter by resourceGroupId.
filterObjectNo

Filter criteria for the report.

KeyTypeMandatory?Description
resourceGroupIdInteger (ID)No*Only return data associated with the specified resource group.
callCenterArrayNo*

Limits the data to only the specified Call Center.

KeyTypeMandatory?Description
idInteger (ID)YesCall Center ID.
serviceArrayNo*

Limits the data to only the specified Service(s).

KeyTypeMandatory?Description
idInteger (ID)YesThe Service ID.

*Indicates that there are some conditions when filtering results:

  • If you include resourceGroupId you cannot filter by callCenter or service.
  • If you filter by resourceGroupId you cannot group by interval.
  • If you include callCenter and service, the Service(s) have to be inside the Call Center.

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
resultsArrayYes

Service efficiency data broken out by Call Center and Service.

KeyTypeMandatory?Description
callCenterStringNo

Name of the Call Center.

The Call Center name will only be returned when the callCenterService boolean in the request is set to 'true'; otherwise 'null' will be returned.

serviceStringNo

Name of the Service.

The Service name will only be returned when the callCenterService boolean in the request is set to 'true'; otherwise 'null' will be returned.

serviceIdInteger (ID)No

The Service ID.

The Service ID will only be returned when the callCenterService boolean in the request is set to 'true'; otherwise 'null' will be returned.

callCenterIdInteger (ID)No

The Call Center ID.

The Call Center ID will only be returned when the callCenterService boolean in the request is set to 'true'; otherwise 'null' will be returned.

dateDateTimeYesDate of the call.
detailsObjectYes

Details of the service efficiency report.

KeyTypeMandatory?Description
agentProductivityTimeBreakDownObjectNo

Breakdown of the Agents' productive time.

KeyTypeMandatory?Description
agentProductiveTimeInMinutesDecimalYesTotal time Agent was logged in.
inCallTimeInMinutesDecimalYesTotal time Agent was In Call.
wrapupTimeInMinutesDecimalYesTotal time Agent was in Wrap Up.
readyTimeInMinutesDecimalYesTotal time Agent was in Ready.
notReadyTimeInMinutesDecimalYesTotal time Agent was in Not Ready.
agentProductivityPercentageBreakDownObjectNo

Breakdown of Agent productive time in percentages.

KeyTypeMandatory?Description
inCallDecimalYesTotal In Call time divided by total Agent system time.
wrapupDecimalYesTotal Wrap Up time divided by total Agent system time.
readyDecimalYesTotal Ready time divided by total Agent system time.
connectRateObjectNo

Details about the connect rate.

KeyTypeMandatory?Description
dialsIntegerYesTotal attempted calls.
connectsIntegerYesTotal connected calls.
liveConnectsIntegerYesTotal connected calls answered by a live person.
automatedConnectsIntegerYesTotal connected calls answered by a machine.
nonConnectsIntegerYesTotal calls not connected.
liveConnectRateInPercentDecimalYesLive connects divided by dials.
automatedAnsweringMachineLeftMessageIntegerYesTotal connected calls resulting in a "Machine,Left Message" result.
attemptedOperatorTransfersIntegerYesTotal calls that attempted to transfer to an agent.
successfulOperatorTransfersIntegerYesTotal calls successfully connected to an agent.
failedOperatorTransfersIntegerYesTotal calls that failed to connect to an agent.
failedOperatorTransferRateInPercentDecimalYesFailed operator transfers divided by attempted operator transfers.
connectsObjectNo

Connected call details.

KeyTypeMandatory?Description
rpcPaymentPtpIntegerYesTotal number of calls marked with RPC result codes with payments arranged.
rpcNoPaymentPtpIntegerYesTotal number of calls marked with RPC result codes with no payment
totalRpcsIntegerYesTotal number of RPCs.
wpcIntegerYesTotal number of calls marked with a WPC result code.
nonContactsIntegerYesTotal number of calls marked with an Other result code.
ptpAmountDecimalYesTotal promise to pay amount.
productivityStatsObjectNo

Productivity statistics.

KeyTypeMandatory?Description
avgHandleTimeDecimalYesSum of In Call and Wrap up time divided by successful operator transfers.
outboundDialsPerHourDecimalYesOutbound dials divided by Agent system time in hours.
agentConnectsPerHourDecimalYesSuccessful operator transfers divided by Agent system time in hours.
rpcsPerHourDecimalYesTotal RPCs divided by Agent system time in hours.
rpcRateInPercentDecimalYesTotal RPCs divided by successful operator transfers.
conversionRateInPercentDecimalYesTotal PTPs divided by total RPCs.
billingObjectNo

Billing statistics.

KeyTypeMandatory?Description
connectionCallDecimalYesTotal duration of connected calls in minutes.
operatorTransferDecimalYesTotal duration of operator transfer calls in minutes.
totalMinutesDecimalYesConnected minutes plus operator transfer minutes.
totalChargesDecimalYesCost per minute times total minutes.
costPerRpcDecimalYesTotal cost divided by total RPCs.
callCenterTotalsArrayNo

Service efficiency data totaled by Call Center.

KeyTypeMandatory?Description
callCenterStringYesName of Call Center.
detailsObjectYesThe Call Center totals; returned values are the exact same as the ones listed above except the statistics will be for all Services in the Call Center.
grandTotalObjectYes

Total service efficiency data.

KeyTypeMandatory?Description
detailsObjectYesThe grand total; returned values are the exact same as the ones listed above except the statistics will be for all Services and Call Centers.

Retrieve Service Efficiency Report

#Request (JSON)
POST /reporting/standard/service/efficiency
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
   "startDate": "1454319557000",
   "endDate": "1454319557000",
   "chart": "true",
   "filter":    {
      "callCenter": [
      {"id": 5082},
      {"id": 4348},
      {"id": 3234},
      {"id": 3235},
      {"id": 3799},
      {"id": 3236},
      {"id": 4325},
      {"id": 4419},
      {"id": 3773},
      {"id": 4580}
      ]
   }
}
 
#Response
200 OK
Content-Type: application/json

{
   "results": [   {
      "details":       {
         "agentProductivityTimeBreakDown":          {
            "agentProductiveTimeInMinutes": 220.65,
            "inCallTimeInMinutes": 189.2,
            "wrapupTimeInMinutes": 0.12,
            "readyTimeInMinutes": 31.33,
            "notReadyTimeInMinutes": 14.37
         },
         "agentProductivityPercentageBreakDown":          {
            "inCall": 85.75,
            "wrapup": 0.05,
            "ready": 14.2
         },
         "connectRate":          {
            "dials": 14,
            "connects": 14,
            "liveConnects": 13,
            "automatedConnects": 1,
            "nonConnects": 0,
            "liveConnectRateInPercent": 92.86,
            "automatedAnsweringMachineLeftMessage": 0,
            "attemptedOperatorTransfers": 13,
            "successfulOperatorTransfers": 13,
            "failedOperatorTransfers": 0,
            "failedOperatorTransferRateInPercent": 0
         },
         "connects":          {
            "rpcPaymentPtp": 0,
            "rpcNoPaymentPtp": 11,
            "totalRpcs": 11,
            "wpc": 0,
            "nonContacts": 1,
            "ptpAmount": 0
         },
         "productivityStats":          {
            "avgHandleTime": 14.56,
            "outboundDialsPerHour": 3.81,
            "agentConnectsPerHour": 3.54,
            "rpcsPerHour": 2.99,
            "rpcRateInPercent": 84.62,
            "conversionRateInPercent": 0
         },
         "billing":          {
            "connectionCall": 0.73,
            "operatorTransfer": 34.47,
            "totalMinutes": 35.2,
            "totalCharges": 1.72,
            "costPerRpc": 0.16
         }
      },
      "callCenter": null,
      "service": null,
      "date": 1454302800000,
      "serviceId": null,
      "callCenterId": null
   }],
   "callCenterTotals": null,
   "grandTotal": {"details":    {
      "agentProductivityTimeBreakDown":       {
         "agentProductiveTimeInMinutes": 220.65,
         "inCallTimeInMinutes": 189.2,
         "wrapupTimeInMinutes": 0.12,
         "readyTimeInMinutes": 31.33,
         "notReadyTimeInMinutes": 14.37
      },
      "agentProductivityPercentageBreakDown":       {
         "inCall": 85.75,
         "wrapup": 0.05,
         "ready": 14.2
      },
      "connectRate":       {
         "dials": 14,
         "connects": 14,
         "liveConnects": 13,
         "automatedConnects": 1,
         "nonConnects": 0,
         "liveConnectRateInPercent": 92.86,
         "automatedAnsweringMachineLeftMessage": 0,
         "attemptedOperatorTransfers": 13,
         "successfulOperatorTransfers": 13,
         "failedOperatorTransfers": 0,
         "failedOperatorTransferRateInPercent": 0
      },
      "connects":       {
         "rpcPaymentPtp": 0,
         "rpcNoPaymentPtp": 11,
         "totalRpcs": 11,
         "wpc": 0,
         "nonContacts": 1,
         "ptpAmount": 0
      },
      "productivityStats":       {
         "avgHandleTime": 14.56,
         "outboundDialsPerHour": 3.81,
         "agentConnectsPerHour": 3.54,
         "rpcsPerHour": 2.99,
         "rpcRateInPercent": 84.62,
         "conversionRateInPercent": 0
      },
      "billing":       {
         "connectionCall": 0.73,
         "operatorTransfer": 34.47,
         "totalMinutes": 35.2,
         "totalCharges": 1.72,
         "costPerRpc": 0.16
      }
   }},
   "chart": "http://dev.livevox.net:8028903/reporting/chart?operation=get&client_id=47415&chart_id=716574_243sd212_Skill-Efficiency"
}
CODE

Errors

For more information, see the Errors section on the REST APIs page.

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