Real-Time Reporting API

Upcoming Deprecation

The Call Event and Call Event Feed methods will be deprecated in LV19 release. You should use the Interaction Event Feed method instead. To test the Interaction Event Feed method on U17, contact the Livevox Customer Care Team to enable it.
The Agent Event methods will be deprecated in LV19 release. You should use the Agent Event Feed method instead.

Introduction

The LiveVox Real-Time Reporting API provides methods that allow you to retrieve data in near Real-Time from the LiveVox platform, such as campaign and queue statistics. The Real-Time Reporting API methods will only retrieve data for the current day. For any data pertaining to previous days or that is aggregated by a time interval, see the Reporting API.

For a general overview of the LiveVox APIs, including security aspects, see the LiveVox API Overview.

Prerequisites

The user must have successfully logged into the LiveVox platform to obtain a valid Session ID. See Session Management for more information.
The user must have an active subscription to the Configuration API, in order to obtain an Access Token for use in all API requests. See Access Tokens for details.
All messages in this API may be subject to rate limits and other restrictions.

Real-Time Reporting API WADL/Swagger

The Session API WADL/Swagger is publicly available; to obtain the WADL/Swagger for any other API category a user will need to include the LV-Session header with a valid session ID in the WADL/Swagger request.

The Real-Time Reporting API v17.0 WADL/Swagger is available at the following URL:

The URLs listed below are for the LiveVox NA3 environment and will change slightly if your portal is in a different environment. To know how the URL changes per environment, see the LiveVox Environments and APIs section.

Real-Time API Resource	Link
Agent Event WADL	https://api.livevox.com/realtime/agentEvent/?_wadl
Agent Event Swagger	https://api.livevox.com/realtime/agentEvent/api-docs?url=https://api.livevox.com/realtime/agentEvent/swagger.json#/Agent32Event
Call Data WADL	https://api.livevox.com/realtime/callData/?_wadl
Call Data Swagger	https://api.livevox.com/realtime/callData/api-docs?url=https://api.livevox.com/realtime/callData/swagger.json#/Realtime32Call32data
Call Event WADL	https://api.livevox.com/realtime/callEvent/?_wadl
Call Event Swagger	https://api.livevox.com/realtime/callEvent/api-docs?url=https://api.livevox.com/realtime/callEvent/swagger.json#/Call32Event
Interaction Event WADL	https://api.livevox.com/realtime/event/?_wadl
Interaction Event Swagger	https://api.livevox.com/realtime/event/api-docs?url=https://api.livevox.com/realtime/event/swagger.json#/event
Campaign WADL	https://api.livevox.com/realtime/campaign?_wadl
Campaign Swagger	https://api.livevox.com/realtime/campaign/api-docs?url=https://api.livevox.com/realtime/campaign/swagger.json#!/Realtime32Campaign32Service/getCampaignStatistics
Service WADL	https://api.livevox.com/realtime/service/?_wadl
Service Swagger	https://api.livevox.com/realtime/service/api-docs?url=https://api.livevox.com/realtime/service/swagger.json#/Realtime32Service

User Roles

Unless otherwise specified in this documentation, for a user to be able to access any data through the Real-Time Reporting API, the user must belong to either the Sysadmin, Superuser, Manager, 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.

Real-Time APIs

Agent Event

The Agent Event API is used to gather various agent data, this data is updated in near real-time; a new Agent event is created each time an Agent changes state (i.e. they change from 'Ready' to 'Not Ready'). Agent events are available for a 24hr rolling window, so if the event was created at 8 AM it'll be available until 8 AM the next day. There is both a long polling implementation (Retrieve Agent Event Feed) and a bulk method (Retrieve Agent Event), we recommend using the Agent Event Feed method as the Agent Event method is scheduled for deprecation in a future version.

Before using the Agent Event APIs clients need to contact the LiveVox Customer Care Team to ensure that the proper backend settings are correctly configured.

Retrieve Agent Event

Description: Retrieves a list of Agent events and returns the available information about the agent.

The Agent Event method is scheduled for deprecation in future releases. You should use the Agent Event Feed method instead.

User Roles: Sysadmin

Method: POST /realtime/agentEvent/

Parameters:

None

Body:

Key	Type	Mandatory?	Description
agentId	Integer (ID)	Yes	The ID of the Agent for which events should be returned.
start	dateTime	Yes	All Agent events that occurred after this time will be returned.
end	dateTime	Yes	All Agent events that occurred before this time will be returned.

Response Code: 200 OK

Body:

Key Type Mandatory? Description

agentEvent

Array

No

An array of agent events that occurred between the requested start and end time.

Key Type Mandatory? Description

eventId String Yes The ID of the Agent event.

timestamp dateTime Yes The time and date the Agent event occurred.

clientId

Integer (ID)

Yes

The Client ID for the Agent event.

agentId Integer (ID) Yes The Agent ID the event is attributed to.

agentServiceId

Integer (ID)

Yes

The Service the Agent is logged into at the time of the event.

agentTeamId

Integer (ID)

No

The Agent team the Agent is attributed to at the time of the event.

lineNumber

Enum

No

The line of the call that the event occurred on, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	The Agents direct line.
EXT1,...EXT20	Extension line for the Agent, if supported.

eventType

Enum

Yes

The type of Agent event, possible values include:

LOGON
REGISTERING
READY
NOT_READY
RESERVED
MANUAL_DIAL
PREVIEW_DIAL_OFFERED
PREVIEW_DIAL_ACCEPTED
PREVIEW_DIAL_SKIPPED
DIALING
LOGOFF
TRANSFERRING
IN_CALL
AGENT_HOLD
AGENT_RESUMED
WRAP_UP
AGENT_TRANSFER_INITIATED_SUPERVISOR
AGENT_TRANSFER_INITIATED_AGENT2
AGENT_TRANSFER_FAILED
AGENT_TRANSFER_CONNECTED_SUPERVISOR
AGENT_TRANSFER_CONNECTED_AGENT2
AGENT_TRANSFER_CONFERENCED_SUPERVISOR
AGENT_TRANSFER_CONFERENCED_AGENT2
AGENT_TRANSFER_RECONNECTED_SUPERVISOR
AGENT_TRANSFER_RECONNECTED_AGENT2
AGENT_TRANSFER_COMPLETE_SUPERVISOR
AGENT_TRANSFER_COMPLETE_AGENT2
AGENT_TRANSFER_HOLD_SUPERVISOR
AGENT_TRANSFER_HOLD_AGENT2
AGENT_TRANSFER_RESUMED_SUPERVISOR
AGENT_TRANSFER_RESUMED_AGENT2

notReadyResonCode

Enum

No

The reason code for the Agent if they are in the 'Not Ready' state, valid values are:

LUNCH
TRAINING
BREAK
MEETING
TECH_DIFFICULTIES
VOICE_MAIL
OTHER

callServiceId Integer (ID) No The Service where the call originated.

transactionId Integer No The transaction ID for the call.

sessionId String No The session ID for the call.

phoneNumber String No The phone number for the call.

result String No The result of the call.

campaignType

Enum

No

The campaign type the call originated from, possible values are:

OUTBOUND
INBOUND
MANUAL
PREVIEW
HCI
SCHEDULE_CALL_BACK

agent2Id Integer (ID) No The receiving Agent of an Agent to Agent transfer.

supervisorSessionId String No The session ID of the Supervisor/Agent leg of the call when a call is transferred.

supervisorPhoneNumber String No The phone number the Agent transferred the call to; this is not populated on Agent to Agent transfers.

Retrieve Agent Events

#Request (JSON)
POST /realtime/agentEvent
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
"agentId":378075,
"start":"2015-10-29T09:00:00.000-07:00",
"end":"2015-10-29T11:00:00.000-07:00"
}

#Response
200 OK
Content-Type: application/json

{"agentEvent": [
      {
      "timestamp": 1446137970819,
      "clientId": 47415,
      "agentId": 378075,
      "agentServiceId": 47419,
      "eventType": "LOGON"
   },
      {
      "timestamp": 1446137970827,
      "clientId": 47415,
      "agentId": 378075,
      "agentServiceId": 47419,
      "lineNumber": "ACD",
      "eventType": "READY"
   },
...
      {
      "timestamp": 1446138635284,
      "clientId": 47415,
      "agentId": 378075,
      "agentServiceId": 47418,
      "lineNumber": "DIRECT",
      "eventType": "NOT_READY"
   },
      {
      "timestamp": 1446138639408,
      "clientId": 47415,
      "agentId": 378075,
      "agentServiceId": 47418,
      "lineNumber": "DIRECT",
      "eventType": "READY"
   },
      {
      "timestamp": 1446138743868,
      "clientId": 47415,
      "agentId": 378075,
      "agentServiceId": 47418,
      "eventType": "LOGOFF"
   }
]}

CODE

Retrieve Agent Event Feed

Description: A long polling implementation of Agent events. When the first request is made it should be a blank request, this is so the first token can be obtained; the next request should include the token and the response will contain all events from the time the token was created until the current request time. After the initial request, subsequent requests should contain the token from the previous request, this will ensure you aren't returned any duplicate events. If there are no new events in the window between the included token and the current time, the Agent event feed will wait 10 seconds before returning a new token; this new token should be used in the subsequent request. Before beginning to use the method backend settings must be configured by LiveVox, these settings start the feed and any events before this configuration are not available.

User Roles: Sysadmin or Manager

Method: POST /realtime/agentEvent/feed

Parameters:

None

Body:

Key	Type	Mandatory?	Description
token	String	No	The token is a marker for the last event that's been passed to the requester. In the initial request you will not have a token and therefore should make an empty request to receive the first token; subsequent requests should contain the token of the previous request so duplicate events are not received.

Response Code: 200 OK

Body:

Key Type Mandatory? Description

token String Yes A marker for the last event passed; we pass a maximum of 1,000 events. If there are no new events we will wait for 10 seconds before responding, if no new events occur during this time we'll return a new token that should be used in the next request.

agentEvent

Array

No

An array of agent events that occurred after the token included in the request.

Key Type Mandatory? Description

eventId String Yes The ID of the Agent event.

timestamp dateTime Yes The time and date the Agent event occurred.

clientId

Integer (ID)

Yes

The Client ID for the Agent event.

agentId Integer (ID) Yes The Agent ID the event is attributed to.

agentServiceId

Integer (ID)

Yes

The Service the Agent is logged into at the time of the event.

agentTeamId

Integer (ID)

No

The Agent team the Agent is attributed to at the time of the event.

lineNumber

Enum

No

The line of the call that the event occurred on, valid values are:

Value	Description
ACD	Main line or debtor line.
DIRECT	The Agents direct line.
EXT1,...EXT20	Extension line for the Agent, if supported.

eventType

Enum

Yes

The type of Agent event, possible values include:

LOGON
REGISTERING
READY
NOT_READY
RESERVED
MANUAL_DIAL
PREVIEW_DIAL_OFFERED
PREVIEW_DIAL_ACCEPTED
PREVIEW_DIAL_SKIPPED
DIALING
LOGOFF
TRANSFERRING
IN_CALL
AGENT_HOLD
AGENT_RESUMED
WRAP_UP
AGENT_TRANSFER_INITIATED_SUPERVISOR
AGENT_TRANSFER_INITIATED_AGENT2
AGENT_TRANSFER_FAILED
AGENT_TRANSFER_CONNECTED_SUPERVISOR
AGENT_TRANSFER_CONNECTED_AGENT2
AGENT_TRANSFER_CONFERENCED_SUPERVISOR
AGENT_TRANSFER_CONFERENCED_AGENT2
AGENT_TRANSFER_RECONNECTED_SUPERVISOR
AGENT_TRANSFER_RECONNECTED_AGENT2
AGENT_TRANSFER_COMPLETE_SUPERVISOR
AGENT_TRANSFER_COMPLETE_AGENT2
AGENT_TRANSFER_HOLD_SUPERVISOR
AGENT_TRANSFER_HOLD_AGENT2
AGENT_TRANSFER_RESUMED_SUPERVISOR
AGENT_TRANSFER_RESUMED_AGENT2

notReadyResonCode

Enum

No

The reason code for the Agent if they are in the 'Not Ready' state, valid values are:

LUNCH
TRAINING
BREAK
MEETING
TECH_DIFFICULTIES
VOICE_MAIL
OTHER

callServiceId Integer (ID) No The Service where the call originated.

transactionId Integer No The transaction ID for the call.

sessionId String No The session ID for the call.

phoneNumber String No The phone number for the call.

result String No The result of the call.

campaignType

Enum

No

The campaign type the call originated from, possible values are:

OUTBOUND
INBOUND
MANUAL
PREVIEW
HCI
SCHEDULE_CALL_BACK
TEN_DMT

agent2Id Integer (ID) No The receiving Agent of an Agent to Agent transfer.

supervisorSessionId String No The session ID of the Supervisor/Agent leg of the call when a call is transferred.

supervisorPhoneNumber String No The phone number the Agent transferred the call to; this is not populated on Agent to Agent transfers.

seqNum Integer Yes The order in which events were created, the number is tracked across all clients so client events may have gaps in the sequence. This does not mean they are missing events, simply that an event was created for another client in between the original clients events. The number is reset every day.

Procuring the Initial Token

#Request (JSON)
POST /realtime/agentEvent/feed
Host: localhost.com
Content-Type: application/json
Accept: application/json
#Response
200 OK
Content-Type: application/json

{
   "agentEvent": [],
   "token": "cfaf0a70-1c52-11e6-8080-808080808080"
}

CODE

Retrieve Events from the Feed

#Request (JSON)
POST /realtime/agentEvent/feed
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
   "token": "cfaf0a70-1c52-11e6-8080-808080808080"
}
#Response
200 OK
Content-Type: application/json

{
  "agentEvent": [
    {
      "timestamp": 1463032800000,
      "clientId": 47415,
      "agentId": 393601,
      "agentServiceId": 47416,
      "agentTeamId": 1234,
      "lineNumber": "ACD",
      "eventType": "NOT_READY",
      "notReadyReasonCode": "OTHER",
      "callServiceId": 47416,
      "transactionId": 51296267124,
      "sessionId": "U112FFCT234F79@104.403.828.68",
      "phoneNumber": "6503517450",
      "result": "AGENT - Customer Hung Up",
      "campaignType": "OUTBOUND",
      "agent2Id": 393601,
      "supervisorSessionId": "U112FF324341F79@103.403.88.68",
      "supervisorPhoneNumber": "6503517513",
      "seqNum": 123,
      "eventId": "cid=47315:aid=393401:time=146303243000:seq=123"
    }
  ],
  "token": "aea12ef0-1809-11e6-af08-8f619b2ec41c"
}

CODE

Call Data

Currently, the Real-Time Reporting API supports the gathering of metadata for a call during and post call. The metadata is dependent on the user providing a sessionId, transactionId, and clientId; which together provides the information to uniquely identify a call.

These methods can only be used to find calls for the current day.

Read In Call Metadata

Description: Gets the in call metadata for a call using the session ID, transaction ID, and Client ID.

User Roles: Sysadmin, Superuser, or Report Admin

This method can only be called while the call is in progress.

Method: GET /realtime/callData/inCall?[client={clientId}&]session={sessionId}&transaction={transactionId}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
client	clientId	Integer (ID)	No	The ID of the Client the call is associated to.
session	sessionId	String	Yes	The Session ID of the call to be read.
transaction	transactionId	Integer	Yes	The Transaction ID of the call to be read.

Body:

None

Response Code: 200 OK

Body:

Key Type Mandatory? Description

serviceId Integer (ID) Yes ID of the Service the call is associated to.

callCenterId Integer (ID) Yes ID of the Call Center which contains the Service.

account

String

No

The account number for the call.

totalDue Decimal No The total amount due for the call.

callDirectionOutbound Boolean Yes If true the call is an outbound call, if false the call is an inbound call.

callStartTime DateTime Yes The start date and time of the call.

zipCode String No The zip code for the call.

consumer

Array

No

The name associated with the call.

Key	Type	Mandatory?	Description
firstName	String	Yes	The first name associated with the call.
lastName	String	Yes	The last name associated with the call.

Read in call metadata

#Request (JSON)
GET /realtime/callData/inCall?client=4199&session=UD6134T518A1E40@10.10.112.81&transaction=21162784221
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "consumer":    {
      "firstName": "John",
      "lastName": "Mcgee"
   },
   "serviceId": 4199,
   "callCenterId": 15,
   "account": "087764164",
   "zipCode": null,
   "totalDue": 216.04,
   "callDirectionOutbound": true,
   "callStartTime": 1368006208000
}

CODE

Read Post Call Metadata

Description: Gets the post call metadata for a call using the session ID and transaction ID.

User Roles: Sysadmin, Superuser, or Report Admin

Method: GET /realtime/callData/postCall?[client={clientId}&]session={sessionId}&transaction={transactionId}

Parameters:

Path/Query Parameter Name	Variable Name	Type	Mandatory?	Description
client	clientId	Integer (ID)	No	The ID of the Client the call is associated to.
session	sessionId	String	Yes	The Session ID of the call to be read.
transaction	transactionId	Integer	Yes	The Transaction ID of the call to be read.

Body:

None

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
serviceId	Integer (ID)	Yes	ID of the Service the call is associated with.
callEndTime	DateTime	Yes	The end date and time of the call.
lvResult	String	Yes	The LiveVox result name for the call.
phoneDialed	Integer	Yes	The phone number dialed or the callers ANI.
termCodeName	String	Yes	The Termination Code name for the call.

Read post call metadata

#Request (JSON)
GET /realtime/callData/postCall?client=4199&session=UD6134T518A1E40@10.10.112.81&transaction=21162784221
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "serviceId": 4199,
   "callEndTime": 1368006243000,
   "lvResult": "Invalid Phone Number",
   "phoneDialed": "6503517508",
   "termCodeName": null
}

CODE

Call Event

The Call Event API is used to gather various call data, this data is updated in near real-time. Depending on how the call progresses as many as 3 events can be created; call start, call disposition and call termination. Call events can be retrieved for a 24hr rolling window, meaning that if the event was created at 8 AM it'll be available for retrieval until 8 AM the next day.

Before using the Call Event APIs clients need to contact the LiveVox Customer Care Team to ensure that the proper backend settings are correctly configured.
The Call Event methods are scheduled for deprecation in future releases. You should use Interaction Event Feed methods instead.
The Call Event Feed method will be deprecated in LV19. You should use the Interaction Event Feed method instead. To test the Interaction Event Feed method on U17, contact the Livevox Customer Care Team to enable it.

Event Recovery

If a situation arises where events are not retrieved within the 24hr window the Call Event Recovery Report method in the Reporting API can be used to retrieve most of the data of the call events, it will not be provided in event form (i.e. you won't see data for call start, call disposition and call termination) but rather in a standard CDR format. There is some data that cannot be included in the report, this includes the following fields: agentActionType, callEventType, callOutcome1, callOutcome2, callOutcome3, eventId, operatorTransfer, operatorTransferSuccessful, priority, and serviceLevelThreshold.

Expected Fields by Call Event Type

Each callEventType will have certain fields that are passed in the event, not all fields will be included in all types because the data may not be available. Below is a table of the current callEventType and the fields that can be expected back for each event, this does not mean the fields will always return data, that depends on the specific call (Ex: agentId will only be returned on calls that are handled by an Agent). This is intended to provide a basic idea of what properties to expect back with each event and not what properties are mandatory for each event. We currently only pass events for call start, call disposition and call termination.

Field	Call Event Type
Field	CALL_START	CALL_DISPOSITION	CALL_TERMINATION
account
agentId
agentLoginId
areaCodeState
callCenterId
callDirection
callEventType
callerId
campaignId
campaignType
clientId
duration
end
lvResult
lvResultId
operatorPhone
operatorTransfer
operatorTransferSuccessful
phoneDialed
phonePosition
priority
roundedIvrDuration
serviceId
serviceLevelThreshold
sessionId
start
transactionId
transferHoldDuration
zipCode

Retrieve Call Event

Description: Retrieves a list of call events and returns the available information about the call.

When the Retrieve Call Event method is first used a token will not be available to include in the request; to obtain a token you must first make a request without one and then use the token provided in the response in subsequent requests to obtain all events that occurred after the included token. When the request comes without a token the response will contain a token and zero or more callEvents. The number of callEvents returned is based on whether or not an event occurs before the request times out, if no event occurs then just a token will be returned. However, if an event occurs before the timeout that event plus the token will be returned; multiple events can be returned if they occur within close proximity to each other.

User Roles: Sysadmin

Method: POST /realtime/callEvent

Parameters:

None

Body:

Key Type Mandatory? Description

token

String

No

The token is similar to a time stamp except the token marks a specific point in the events feed; by including a token in the request you will only receive the events that occurred after that point in the feed.

services

Array

No

An array of Service IDs to filter the call events.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	The Service ID.

callCenter

Array

No

An array of Call Center IDs to filter the call events.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	The Call Center ID.

Response Code: 200 OK

Body:

Key Type Mandatory? Description

token

String

No

Marks a specific point in the event feed. Including this token in subsequent requests will limit the returned values to only events that occurred after the point in the event feed marked by the token.

callEvent

Array

No

An array of call events that have occurred since the token included in the request, the maximum number of events that can be returned in a single request is 2,500.

Key	Type	Mandatory?	Description
account	String	No	The account associated with the call.
agentId	Integer (ID)	No	The ID of the Agent that was involved with the event.
agentLoginId	String	No	The Login ID of the Agent that was involved with the event.
areaCodeState	String	No	The state derived from the area code of the phone dialed.
callCenterId	Integer (ID)	Yes	The Call Center ID where the Service that the call took place.
callDirection	Enum	No	The direction of the call; possible values include: `INBOUND` `OUTBOUND` `MANUAL` `PREVIEW` `HCI` `SCHEDULE_CALL_BACK` `TEN_DMT` This field is an older version of the `campaignType`, if you are new to using the call event feed we recommend using `campaignType` instead since this field will be deprecated in a future version.
callerId	String	No	For outbound calls this is the number that is outpulsed to the caller, while on inbound calls it is the number of the person calling in.
callEventType	Enum	Yes	The type of call event, possible values include: `CALL_TERMINATION` `CALL_START` `CALL_TRANSFER` `CALL_DISPOSITION`
campaignId	Integer (ID)	Yes	The Campaign ID where the call was generated.
campaignType	Enum	No	The campaign type of the event, possible values include: `INBOUND` `OUTBOUND` `MANUAL` `PREVIEW` `HCI` `SCHEDULE_CALL_BACK` TEN_DMT
clientId	Integer (ID)	No	The Client ID the event took place under.
customOutcome1	String	No	The Client custom outcome for the call.
customOutcome2	String	No	The Client custom outcome for the call.
customOutcome3	String	No	The Client custom outcome for the call.
duration	Integer	No	The duration of the call.
end	DateTime	No	The call end date/time.
eventId	String	Yes	The unique identifier for the event. Can be used in subsequent requests in the `token` field so only events after the included `token` are returned.
lvResult	String	No	The LiveVox result for the call.
lvResultId	Integer	No	The LiveVox result ID for the call.
operatorPhone	String	No	The operator phone used on the call.
phoneDialed	String	Yes	Either the phone number dialed or the phone number used to dial in.
phonePosition	Integer	No	The phone position in the input file.
priority	Integer	No	The priority given to the call.
sessionId	String	Yes	The session ID of the call (also called recordingId in other methods and is used as the unique identifier for the call recording).
serviceId	Integer (ID)	Yes	The Service ID where the call took place.
start	DateTime	No	The call start date/time.
transactionId	Integer	Yes	The account transaction ID of the call.
zipCode	Integer	No	The first 10 characters contained in the 'Extra_11' field. This field is limited to 10 characters as the data stored in 'Extra_11' is not always a zip code.
zipCodeState	Integer	No	The state that is derived from the zip code passed in 'Extra_11'.

Retrieve call events

#Request (JSON)
POST /realtime/callEvent
Host: localhost.com
Content-Type: application/json
Accept: application/json  

{
  "services": {
    "service": [
      {
        "id": 113942
      }
    ]
  },
  "callCenters": {
    "callCenter": [
      {
        "id": 14090
      }
    ]
  },
  "token": "f6717d80-bfc8-11ec-8080-808080808080"
} 

#Response
200 OK
Content-Type: application/json  

{
  "callEvent": [
    {
      "callEventType": "CALL_START",
      "clientId": 111645,
      "agentId": 657096184,
      "agentLoginId": "APITEST1",
      "callCenterId": 14090,
      "serviceId": 113942,
      "campaignId": 749316929,
      "transactionId": 1228571384627,
      "sessionId": "U71E7T625E8AB5@10.111.17.109",
      "account": "qae1111",
      "phoneDialed": "6503517518",
      "operatorPhone": "6503517500",
      "campaignType": "MANUAL",
      "callDirection": "MANUAL",
      "start": 1650363061000,
      "end": null,
      "duration": null,
      "callerId": null,
      "priority": null,
      "phonePosition": null,
      "lvResultId": null,
      "lvResult": null,
      "customOutcome1": null,
      "customOutcome2": null,
      "customOutcome3": null,
      "zipCode": null,
      "zipCodeState": null,
      "areaCodeState": "CA",
      "toEmail": null,
      "fromEmail": null,
      "ptpAmount": null,
      "eventId": null
    },
    {
      "callEventType": "CALL_TERMINATION",
      "clientId": 111645,
      "agentId": 657096184,
      "agentLoginId": "APITEST1",
      "callCenterId": 14090,
      "serviceId": 113942,
      "campaignId": 749316929,
      "transactionId": 1228571384627,
      "sessionId": "U71E7T625E8AB5@10.111.17.109",
      "account": "qae1111",
      "phoneDialed": "6503517518",
      "operatorPhone": "6503517500",
      "campaignType": "MANUAL",
      "callDirection": "MANUAL",
      "start": 1650363061000,
      "end": 1650363080000,
      "duration": 17,
      "callerId": "6503517500",
      "priority": 308,
      "phonePosition": null,
      "lvResultId": 661,
      "lvResult": "Operator Transfer (Agent Terminated Call)",
      "customOutcome1": null,
      "customOutcome2": null,
      "customOutcome3": null,
      "zipCode": null,
      "zipCodeState": null,
      "areaCodeState": "CA",
      "toEmail": null,
      "fromEmail": null,
      "ptpAmount": null,
      "eventId": null
    },
    {
      "callEventType": "CALL_DISPOSITION",
      "clientId": 111645,
      "agentId": 657096184,
      "agentLoginId": "APITEST1",
      "callCenterId": 14090,
      "serviceId": 113942,
      "campaignId": 749316929,
      "transactionId": 1228571384627,
      "sessionId": "U71E7T625E8AB5@10.111.17.109",
      "account": "qae1111",
      "phoneDialed": "6503517518",
      "operatorPhone": null,
      "campaignType": "MANUAL",
      "callDirection": "MANUAL",
      "start": 1650363061000,
      "end": null,
      "duration": null,
      "callerId": null,
      "priority": 112,
      "phonePosition": null,
      "lvResultId": 723,
      "lvResult": "AGENT - Attorney Handling",
      "customOutcome1": null,
      "customOutcome2": null,
      "customOutcome3": null,
      "zipCode": null,
      "zipCodeState": null,
      "areaCodeState": "CA",
      "toEmail": null,
      "fromEmail": null,
      "ptpAmount": null,
      "eventId": null
    }
  ],
  "token": "33f21e81-bfc9-11ec-8d51-c9f64d3a0b76"
}

CODE

Retrieve Call Event Feed

Description: A long polling implementation of call events. When the first request is made, it should be a request with a blank token, this is so the first token can be obtained; the next request should include the token, the response will contain all events from the time the token was created until the current request time. After the initial request, subsequent requests should contain the token from the previous request, this will ensure you aren't returned any duplicate events. If there are no new events in the window between the included token and the current time, the call events feed will wait 10 seconds before returning a new token; this new token should be used in the subsequent request. Before beginning to use the method backend settings must be configured by LiveVox, these settings start the feed and any events before this configuration are not available. Call events are available for 24 hours from the time they are created.

If you include a token that is older than 24 hours, you will be returned an error stating that the token needs to be within 24 hours.

User Roles: Sysadmin or Manager

Method: POST /realtime/callEvent/feed

Parameters:

None

Body:

Key Type Mandatory? Description

token

String

No

The token is similar to a time stamp except the token marks a specific point in the events feed; by including a token in the request you will only receive the events that occurred after that point in the feed.

services

Array

No

An array of Service IDs to filter the call events.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	The Service ID.

callCenter

Array

No

An array of Call Center IDs to filter the call events.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	The Call Center ID.

Response Code: 200 OK

Body:

Key Type Mandatory? Description

token

String

No

Marks a specific point in the event feed. Including this token in subsequent requests will limit the returned values to only events that occurred after the point in the event feed marked by the token.

callEvent

Array

No

An array of call events that have occurred since the token included in the request, the maximum number of events that can be returned in a single request is 2,500.

Key	Type	Mandatory?	Description
account	String	No	The account associated with the call.
agentActionType	Enum	No	The type of term code the Agent entered, possible values include: `RPC_SUCCESS` `RPC_NO_SUCCESS` `WRONG_PARTY_CONTACT` `NON_CONTACT`
agentId	Integer (ID)	No	The ID of the Agent that was involved with the event.
agentLoginId	String	No	The Login ID of the Agent that was involved with the event.
areaCodeState	String	No	The state derived from the area code of the phone dialed.
callCenterId	Integer (ID)	Yes	The Call Center ID where the Service that the call took place.
callerId	String	No	For outbound calls this is the number that is outpulsed to the caller, while on inbound calls it is the number of the person calling in.
callEventType	Enum	Yes	The type of call event, possible values include: `CALL_TERMINATION` `CALL_START` `CALL_DISPOSITION`
campaignId	Integer (ID)	Yes	The Campaign ID where the call was generated.
campaignType	Enum	No	The campaign type of the event, possible values include: `INBOUND` `OUTBOUND` `MANUAL` `PREVIEW` `HCI` `SCHEDULE_CALL_BACK` `TEN_DMT`
clientId	Integer (ID)	No	The Client ID the event took place under.
customOutcome1	String	No	The Client custom outcome for the call.
customOutcome2	String	No	The Client custom outcome for the call.
customOutcome3	String	No	The Client custom outcome for the call.
duration	Integer	No	The duration of the call.
end	DateTime	No	The call end date/time.
eventId	String	Yes	The unique identifier for the event. Can be used in subsequent requests in the `token` field so only events after the included `token` are returned.
lvResult	String	No	The LiveVox result for the call.
lvResultId	Integer	No	The LiveVox result ID for the call.
operatorPhone	String	No	The operator phone used on the call.
operatorTransfer	Integer	No	Returns a `'1'` if an operator transfer was attempted or a `'0'` if no operator transfer was attempted.
operatorTransferSuccessful	Integer	No	Returns a `'1'` if the operator transfer was successful or a `'0'` if it failed.
phoneDialed	String	Yes	Either the phone number dialed or the phone number used to dial in.
phonePosition	Integer	No	The phone position in the input file.
priority	Integer	No	The priority given to the call.
roundedIvrDuration	Integer	No	The duration the call spent in the IVR before requesting a transfer or the call ending.
sessionId	String	Yes	The session ID of the call (also called recordingId in other methods and is used as the unique identifier for the call recording).
serviceId	Integer (ID)	Yes	The Service ID where the call took place.
serviceLevelThreshold	Integer	No	The Service level threshold is set at the Service level.
start	DateTime	No	The call start date/time.
transactionId	Integer	Yes	The account transaction ID of the call.
transferHoldDuration	Integer	No	The duration the call spent in the hold queue after requesting a transfer to an Agent.
zipCode	Integer	No	The first 10 characters are contained in the 'Extra_11' field. This field is limited to 10 characters as the data stored in 'Extra_11' is not always a zip code.
zipCodeState	Integer	No	The state that is derived from the zip code passed in 'Extra_11'.

Getting a first token

#Request (JSON)
POST /realtime/callEvent/feed
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "token": ""
}
 
#Response
200 OK
Content-Type: application/json
 
{
  "callEvent": [],
  "token": "a715b250-9081-11eb-8080-808080808080"
}

CODE

Below example shows fromEmail, toEmail, and ptpAmount fields. They are not currently available and should be ignored.

Retrieve call event feed

#Request (JSON)
POST /realtime/callEvent/feed
Host: localhost.com
Content-Type: application/json
Accept: application/json
  
{
  "services": {
    "service": [
      {
        "id": 83626
      },
      {
        "id": 83625
      }
    ]
  },
  "callCenters": {
    "callCenter": [
      {
        "id": 7432
      }
    ]
  },
  "token": "a715b250-9081-11eb-8080-808080808080"
}
 
#Response
200 OK
Content-Type: application/json
 
{
  "callEvent": [
    {
      "callEventType": "CALL_START",
      "clientId": 83621,
      "agentId": 613990,
      "agentLoginId": "APITEST2",
      "callCenterId": 7432,
      "serviceId": 83626,
      "campaignId": 29024137,
      "transactionId": 55922106364,
      "sessionId": "UEB77T6061BDA6@10.201.21.15",
      "account": null,
      "phoneDialed": "6503517485",
      "operatorPhone": "6503517500",
      "campaignType": "MANUAL",
      "callDirection": "MANUAL",
      "start": 1617018278000,
      "end": null,
      "duration": null,
      "callerId": null,
      "priority": null,
      "phonePosition": null,
      "lvResultId": null,
      "lvResult": null,
      "customOutcome1": null,
      "customOutcome2": null,
      "customOutcome3": null,
      "zipCode": null,
      "zipCodeState": null,
      "areaCodeState": "CA",
      "toEmail": null,
      "fromEmail": null,
      "ptpAmount": null,
      "agentActionType": null,
      "operatorTransferSuccessful": null,
      "operatorTransfer": null,
      "serviceLevelThreshold": null,
      "transferHoldDuration": null,
      "roundedIvrDuration": null,
      "eventId": "e499320b-35cb-4a13-b510-8a1edb84ee19"
    },
    
 ...
 
    {
      "callEventType": "CALL_TERMINATION",
      "clientId": 83621,
      "agentId": null,
      "agentLoginId": "APITEST2",
      "callCenterId": 7432,
      "serviceId": 83626,
      "campaignId": 29024137,
      "transactionId": 55922106583,
      "sessionId": "UEB8CT6061C0F0@10.201.21.15",
      "account": null,
      "phoneDialed": "6505153873",
      "operatorPhone": "6503517500",
      "campaignType": "MANUAL",
      "callDirection": "MANUAL",
      "start": 1617019120000,
      "end": 1617019165000,
      "duration": 44,
      "callerId": "6503517500",
      "priority": 300,
      "phonePosition": null,
      "lvResultId": 476,
      "lvResult": "Operator Transfer",
      "customOutcome1": null,
      "customOutcome2": null,
      "customOutcome3": null,
      "zipCode": null,
      "zipCodeState": null,
      "areaCodeState": "CA",
      "toEmail": null,
      "fromEmail": null,
      "ptpAmount": null,
      "agentActionType": null,
      "operatorTransferSuccessful": 1,
      "operatorTransfer": 1,
      "serviceLevelThreshold": 20,
      "transferHoldDuration": 0,
      "roundedIvrDuration": 4,
      "eventId": "e8300de3-e53e-4c24-8989-80692796ce7a"
    }
  ],
  "token": "46eb9100-9087-11eb-8080-808080808080"
}

CODE

Retrieve call event feed when the token is older than 24 hours

#Request (JSON)
POST /realtime/callEvent/feed
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
  "services": {
    "service": [
      {
        "id": 83626
      },
      {
        "id": 83625
      }
    ]
  },
  "callCenters": {
    "callCenter": [
      {
        "id": 7432
      }
    ]
  },
  "token": "5faea4a0-98cf-11e3-adc2-6b42202247a8"
}
 
 
#Response
400 Bad Request
Content-Type: application/json
 
{
  "code": 202,
  "message": "Time \"2014-02-18 14:03:38-0500\" is more than 24 hours old. This type of data is kept for 24 hours."
}

CODE

Interaction Event

The Interaction Event API is used to gather various interaction data, this data is updated in near real-time. Below are the available interaction types:

Email (outbound)
SMS (outbound

Call, Chat, Email (Inbound), and SMS (Inbound) interactions will be available in future releases through this method.

Expected Fields by Interaction Event Type

Each interactionType will have certain fields that are passed in the event, not all fields will be included in all types because the data may not be available. Below is a table of the current interactionType and the fields that can be expected back for each event, this does not mean the fields will always return data. This is intended to provide a basic idea of what properties to expect back with each event and not what properties are mandatory for each event. We currently only pass events for Email (outbound) and SMS (outbound).

Field	Interaction Event Type
Field	Email (outbound)	SMS (outbound)
accountNumber
acctTransactionId
callCenterId
callStartTime
campaignId
campaignType
carrier
clientId
eventType
fromEmail
interactionType
phoneNumber
serviceId
sessionId
smsCode
threadId
timestamp
toEmail
transactionId

Retrieve Interaction Event Feed

Description: A long polling implementation of interaction events. When the first request is made, it should be a request with a blank token, this is so the first token can be obtained; the next request should include the token, the response will contain all interaction events from the time the token was created until the current request time depending on filters. After the initial request, subsequent requests should contain the token from the previous request, this will ensure you aren't returned any duplicate events. If there are no new events in the window between the included token and the current time, the interaction events feed will wait 10 seconds before returning a new token; this new token should be used in the subsequent request. Before beginning to use the method backend settings must be configured by LiveVox, these settings start the feed, and any events before this configuration are not available. Interaction events are available for 24 hours from the time they are created.

If you include a token that is older than 24 hours, you will be returned an error stating that the token needs to be within 24 hours.

User Roles: Sysadmin or Manager

Method: POST /realtime/event/feed[?count={n}]

Parameters:

Request Parameter	Value	Type	Mandatory?	Description
count	n	Integer	No	Specifies the maximum number of items to return for the request. The count value needs to be between 500 and 1,000. The default is set to 1,000 by the system.

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

Body:

Key Type Mandatory? Description

token

String

No

The token is similar to a time stamp except the token marks a specific point in the events feed; by including a token in the request, you will only receive the events that occurred after that point in the feed.

filter

Object

No

Filter criteria for the events

Key

Type

Mandatory?

Description

interactionType

Array

No

Limits the events to only those for the specified interaction types

Key	Type	Mandatory?	Description
type	String	Yes	Interaction type

callCenter

Array

No

Limits the events to only those for the specified Call Center.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	Call Center ID.

If you filter by multiple Services you cannot filter by the call center.

service

Array

No

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

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	The Service ID.

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

Response Code: 200 OK

Body:

Key Type Mandatory? Description

token

String

Yes

Marks a specific point in the event feed. Including this token in the next request will limit the returned values to only events that occurred after the point in the event feed marked by the token.

events

Array

Yes

An array of events that have occurred since the token included in the request. The number of events can be up to the count in the request.

Key	Type	Mandatory?	Description
	Object	No	The object representing the event

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

Response Code: 200 OK

Body: [binary compressed]

Getting a first token

#Request (JSON)
POST /realtime/callEvent/feed
Host: localhost.com
Content-Type: application/json
Accept: application/json

{
  "token": ""
}

#Response
200 OK
Content-Type: application/json

{
  "token": "e0646720-a7f3-11eb-8080-808080808080",
  "events": []
}

CODE

#Request (JSON)
POST /realtime/event/feed/?count=500
Host: localhost.com
Content-Type: application/json
Accept: application/json

{
  "token": "e0646720-a7f3-11eb-8080-808080808080",
  "filter": {
    "interactionType": [
      {
        "type": "EMAIL"
      },
      {
        "type": "SMS"
      }
    ],
    "callCenter": [
      {
        "id": 11363
      }
    ],
    "service": [
      {
        "id": 93140
      }
    ]
  }
}

#Response
200 OK
Content-Type: application/json

{
  "token": "c388c0f0-a4d9-11eb-8080-808080808080",
  "events": [
    {
      "eventId": "41e22410-a4d9-11eb-abe6-bd1649d297a6",
      "interactionType": "SMS",
      "clientId": "93119",
      "callCenterId": "11363",
      "serviceId": "93140",
      "timestamp": "2021-04-24T04:44:08.000-04:00",
      "campaignId": "29161334",
      "sessionId": "93140-55926849742-1619253848682",
      "phoneNumber": "4154164061",
      "acctTransactionId": "55926849742",
      "eventType": "Attempt",
      "threadId": "55926849742",
      "accountNumber": "13213",
      "campaignType": "OB",
      "carrier": "sap_sms365",
      "smsCode": "53063"
    },
    {
      "eventId": "41e928f0-a4d9-11eb-abe6-bd1649d297a6",
      "interactionType": "Email",
      "clientId": "93119",
      "callCenterId": "11363",
      "serviceId": "93140",
      "timestamp": "2021-04-24T04:44:15.106-04:00",
      "campaignId": "29161335",
      "sessionId": "93140_55926849743_1619253855019",
      "fromEmail": "qa@livevox.com",
      "toEmail": "kyargal@livevox.com",
      "acctTransactionId": "55926849743",
      "eventType": "Attempt",
      "threadId": null,
      "accountNumber": "APIQAE1234",
      "campaignType": "OB",
      "carrier": "sendgrid"
    }
  ]
}

CODE

Retrieve interaction event feed when the token is older than 24 hours

#Request (JSON)
POST /realtime/event/feed
Host: localhost.com
Content-Type: application/json
Accept: application/json

{
  "token": "d57fa600-9117-11eb-8080-808080808080",
  "filter": {
    "interactionType": [
      {
        "type": "EMAIL"
      },
      {
        "type": "SMS"
      }
    ],
    "callCenter": [
      {
        "id": 7432
      }
    ],
    "service": [
      {
        "id": 83626
      }
    ]
  }
}

#Response
400 Bad Request
Content-Type: application/json

{
  "code": 202,
  "message": "Time \"2021-03-30 01:21:51-0400\" is more than 24 hours old. This type of data is kept for 24 hours."
}

CODE

Retrieve Event Feed Through Server-Sent Event (SSE)

Description: Server-Sent Events allows you to receive automatic updates from a server over an HTTP connection without resorting to polling. Once the request is received by the server, a connection can be kept open as long as needed. If there are new events, the server will send as many new events as possible, up to the specified count. If there are no new events, the server will send a comment in the SSE term (a line starting with ':') for the purpose of keeping the connection alive during the idle period. Before beginning to use the method backend settings must be configured by LiveVox, these settings start the feed, and any events before this configuration are not available.

You are expected to keep a record of the eventId from the last event such that, in case of lost connection, you can send the last eventId as token in a new request. This will make sure that you don't miss any events in between. Otherwise, you can send the request without a token, and the event feed will only send events that are created after the request is started.

There is a timer for a connection. If there is no event for 5 minutes, the system will close the connection and sends a comment to you.
SSE does not work well with Postman tool. Manually, curl may be the only tool as shown in the below examples.

User Roles: Sysadmin or Manager

Method: POST /realtime/event/feed/sse[?count={n}]

Parameters:

Request Parameter	Value	Type	Mandatory?	Description
count	n	Integer	No	Specifies the maximum number of items to return for the request The count value needs to be between 500 and 1,000. The default is set to 1,000 by the system.

Headers:

Header	Value	Mandatory?	Description
Accept-Encoding	gzip	No	If this header with the value 'gzip' is provided, the served content is compressed. This header is optional.
Accept	text/event-stream, application/json	Yes	Notice the two values for the header as we will use JSON to report validation/authorization errors.

Body:

Key Type Mandatory? Description

token

String

No

The token is similar to a time stamp except the token marks a specific point in the events feed; by including a token in the request, you will only receive the events that occurred after that point in the feed. If not present, the feed will start with the current moment. You need to add the eventId from the last event retrieved as a token.

filter

Object

No

Filter criteria for the events

Key

Type

Mandatory?

Description

interactionType

Array

No

Limits the events to only those for the specified interaction types

Key	Type	Mandatory?	Description
type	String	Yes	Interaction type

callCenter

Array

No

Limits the events to only those for the specified Call Center

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	Call Center ID

If you filter by multiple services, you cannot filter by the call center.

service

Array

No

Limits the events to only those for the specified Service(s)

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	The Service ID

If you filter by multiple call centers, you cannot filter by the service.

Response Code: 200 OK

Headers:

Header	Value	Mandatory?	Description
Content-Type	text/event-stream	Yes	Simple stream of text data that must be encoded using UTF-8

Body:

The event stream is a simple stream of text data that is encoded using UTF-8. Messages in the event stream are separated by a pair of newline characters. Each message consists of one or more lines of text listing the fields for that message. Each field is represented by the field name, followed by a colon, followed by the text data for that field's value.

Key	Type	Mandatory?	Description
data	String	Yes	A JSON string representation of an event.

Retrieve interaction event feed through SSE

#Request

curl --location --request POST 'http://<LiveVox API server name>/realtime/event/feed/sse?count=500' \
--header 'LV-Session: 47cbd019-9736-4236-9a75-8a9a25d2154f' \
--header 'Content-Type: application/json' \
--data-raw '{
    "token": "",
    "filter": {
        "interactionType": [
            {
                "type": "EMAIL"
            },
            {
                "type": "SMS"
            }          
        ],
        "callCenter": [
            {
                "id": 11363
            }
        ],
        "service": [
            {
                "id": 93140
            }
        ]
    }
}'

#Response

: keepalive 2021-04-24 07:34:29-0400

: keepalive 2021-04-24 07:34:39-0400

: keepalive 2021-04-24 07:34:49-0400

data: {"eventId":"41e22410-a4d9-11eb-abe6-bd1649d297a6","interactionType":"SMS","clientId":"93119",
"callCenterId":"11363","serviceId":"93140","timestamp":"2021-04-24T07:34:52.000-04:00","campaignId":"29161334",
"sessionId":"93140-55926849742-1619253848682","phoneNumber":"4154164061","acctTransactionId":"55926849742",
"eventType":"Attempt","threadId":"55926849742","accountNumber":"13213","campaignType":"OB","carrier":"sap_sms365","smsCode":"53063"}

data: {"eventId":"41e928f0-a4d9-11eb-abe6-bd1649d297a6","interactionType":"Email","clientId":"93119",
"callCenterId":"11363","serviceId":"93140","timestamp":"2021-04-24T07:34:55.106-04:00","campaignId":"29161335",
"sessionId":"93140_55926849743_1619253855019","fromEmail":"qa@livevox.com","toEmail":"kyargal@livevox.com",
"acctTransactionId":"55926849743","eventType":"Attempt","threadId":null,"accountNumber":"APIQAE1234","campaignType":"OB","carrier":"sendgrid"}

: keepalive 2021-04-24 07:35:05-0400

CODE

Retrieve interaction event feed through SSE when eventId is used as token

#Request

curl --location --request POST 'http://<LiveVox API server name>/realtime/event/feed/sse' \
--header 'LV-Session: 47cbd019-9736-4236-9a75-8a9a25d2154f' \
--header 'Content-Type: application/json' \
--data-raw '{
    "token": "41e22410-a4d9-11eb-abe6-bd1649d297a6",
    "filter": {
        "interactionType": [
            {
                "type": "EMAIL"
            },
            {
                "type": "SMS"
            }            
        ],
        "callCenter": [
            {
                "id": 11363
            }
        ],
        "service": [
            {
                "id": 93140
            }
        ]
    }
}'

#Response

data: {"eventId":"41e928f0-a4d9-11eb-abe6-bd1649d297a6","interactionType":"Email","clientId":"93119",
"callCenterId":"11363","serviceId":"93140","timestamp":"2021-04-24T07:34:55.106-04:00","campaignId":"29161335",
"sessionId":"93140_55926849743_1619253855019","fromEmail":"qa@livevox.com","toEmail":"kyargal@livevox.com",
"acctTransactionId":"55926849743","eventType":"Attempt","threadId":null,"accountNumber":"APIQAE1234","campaignType":"OB","carrier":"sendgrid"}

data: {"eventId":"41ee8020-a4d9-11eb-abe6-bd1649d297a6","interactionType":"Email","clientId":"93119",
"callCenterId":"11363","serviceId":"93140","timestamp":"2021-04-24T07:52:16-100-04:00","campaignId":"29161335",
"sessionId":"93140_55926849744_1619253855759","fromEmail":"qa@livevox.com","toEmail":"kyargal@livevox.com",
"acctTransactionId":"55926849744","eventType":"Attempt","threadId":null,"accountNumber":"APIQAE1234","campaignType":"OB","carrier":"sendgrid"}

: keepalive 2021-04-24 07:52:26-0400

: keepalive 2021-04-24 07:52:36-0400

CODE

Campaign

The Campaign APIs return campaign statistical information.

Campaign Level Statistics

Description:

Returns Campaign statistical information that includes records uploaded to the platform, records processed successfully, records yet to be dialed, and records for which dialing is complete. The statistics are returned only for current day campaigns, which are not in the following states: Deactivates, scheduled unbuilt, and ready unbuilt.

User Roles: Sysadmin, Superuser, IT user, Auditor, or Manager

Method: POST /realtime/campaign/stats

Parameters:

None

Body:

Key or Element

Type

Mandatory?

Description

filter

Object

No

Specifies the filter criteria. The filter is not an 'and' filter, but rather an exclusive 'or' filter, meaning that no more than 1 filter may be specified when making a request.

Attribute

Type

Mandatory?

Description

campaign

Array

No

An array of Campaign IDs to filter the campaign statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Campaign

callCenter

Array

No

An array of Call Center IDs to filter the campaign statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Call Center

service

Array

No

An array of Service IDs to filter the campaign statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

stats

Array

Yes

An array of campaign statistics.

Attribute

Type

Mandatory?

Description

campaignId

Integer

Yes

Id associated to this campaign

serviceId

Integer

Yes

Service Id associated with this campaign

uploaded

Integer

Yes

Number of records processed by the platform

loaded

Integer

Yes

Number of records successfully processed as dial-able records

remaining

Integer

Yes

Number of records pending to be dialed

completed

Integer

Yes

Number of records that have been dialed

timezoneBreakdown

Array

Yes

Array of Timezone Items

Attribute	Type	Description
timezone	String	A dial-able timezone
count	Integer	Number of records for this timezone

The timezone Attribute may have values from the following table:

Possible values	Description
AL	AL timezone
AT	AT timezone
CHT	CHT timezone
CT	CT timezone
ET	ET timezone
HI	HI timezone
MT	MT timezone
PT	PT timezone
SAFE	SAFE timezone for zip/area code mismatches
UK	UK timezone

Campaign Level Statistics

#Request (JSON)
POST /realtime/realtime/campaign/stats
Host: localhost.com
Content-Type: application/json
Accept: application/json

{
    "filter": {
        "campaign": [
            {
                "id": "103629512"
            }
        ]
    }
}

#Response
200 OK
Content-Type: application/json

{
    "stats": [
        {
            "timezoneBreakdown": [
                {
                    "timezone": "AL",
                    "count": 0
                },
                {
                    "timezone": "AT",
                    "count": 2
                },
                {
                    "timezone": "CHT",
                    "count": 0
                },
                {
                    "timezone": "CT",
                    "count": 0
                },
                {
                    "timezone": "ET",
                    "count": 5
                },
                {
                    "timezone": "HI",
                    "count": 0
                },
                {
                    "timezone": "MT",
                    "count": 3
                },
                {
                    "timezone": "PT",
                    "count": 1
                },
                {
                    "timezone": "SAFE",
                    "count": 0
                },
                {
                    "timezone": "UK",
                    "count": 0
                }
            ],
            "campaignId": 103629512,
            "serviceId": 1008351,
            "loaded": 11,
            "uploaded": 15,
            "remaining": 10
        }
    ]
}

CODE

Service

The Service APIs return in real-time the statistics pertaining to a particular Service or the Agents that are part of that Service.

Get Agent Averages

Description: Returns the average time Agents spent in various states (i.e. Ready, Not Ready, In Call, etc.)

User Roles: Sysadmin, Superuser, or Manager

Method: POST /realtime/service/agents/averages

Parameters:

None

Body:

Key or Element

Type

Mandatory?

Description

filter

Object

No

Specifies the filter criteria

Key or Element

Type

Mandatory?

Description

callCenter

Array

No

An array of Call Center IDs to filter the agent averages.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Call Center

If the value is empty, it is treated as a request for all Call Centers.

service

Array

No

An array of Service IDs to filter the agent averages.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

If the value is empty, it is treated as a request for all Services.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

agentAverages

Array

Yes

Provides summary of Agent averages for various Agent states.

Attribute	Type	Mandatory?	Description
averageReadyTime	Integer	Yes	Average time (seconds) agent spent waiting for customer.
averageNotReadyTime	Integer	Yes	Average time (seconds) agent is unavailable to receive customer.
averageTalkTime	Integer	Yes	Average time (seconds) agent spent talking to customer.
averageWrapupTime	Integer	Yes	Average time (seconds) agent spent post talk work.
averagePreviewTime	Integer	Yes	Average time (seconds) agent spent in previewing before launching the call.
averageManualDialTime	Integer	Yes	Average time (seconds) agent spent in manual dial.
averageHoldTime	Integer	Yes	Average time (seconds) agent was on hold.
averageTransferringTime	Integer	Yes	Average time (seconds) agent spent transferring the call.
averageRegisteringTime	Integer	Yes	Average time (seconds) agent spent during registering the call.
averageDialingTime	Integer	Yes	Average time (seconds) agent spent dialing the call.
averageReservedTime	Integer	Yes	Average time (seconds) agent spent in reserve.
timeStamp	DateTime	Yes	Timestamp representing when the averages were calculated.

timeStamp

DateTime

Yes

Last Timestamp since the Agent Service was updated.

Get Agent Averages

#Request (JSON)
POST /realtime/service/agents/averages
Host: localhost.com
Content-Type: application/json
Accept: application/json

{ 
   "filter":  {
      "service": [{"id": "38049"}]
   }
}

#Response
200 OK
Content-Type: application/json

{
	"agentAverages": [
      {
        "averageReadyTime": "3",
        "averageNotReadyTime": "2",
        "averageTalkTime": "5",
        "averageWrapupTime": "1",
        "averagePreviewDialTime": "1",
        "averageManualDialTime": "0",
        "averageHoldTime": "2",
        "averageTransferringTime": "1",
        "averageRegisteringTime": "0",
        "averageDialingTime": "0",
        "averageReservedTime": "0",
        "timeStamp": "1417075930315"
      }],
    "timeStamp": "1417077749955"
}

CODE

Get Agent Statistics

Description: Returns Agent statistical information.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /realtime/service/agent/stats

Parameters:

None

Body:

Key

Type

Mandatory?

Description

filter

Object

No

Specifies the filter criteria.

Key

Type

Mandatory?

Description

callCenter

Array

No

An array of Call Center IDs to filter the agent statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Call Center

If the value is empty, it is treated as a request for all Call Centers.

service

Array

No

An array of Service IDs to filter the agent statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

If the value is empty, it is treated as a request for all Services.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

agentStatistics

Array

Yes

Provides statistical information of the agent.

Attribute	Type	Mandatory?	Description
agentName	String	Yes	Name of the Agent
agentStatus	String	Yes	Current status of the agent
inboundCalls	Integer	Yes	Total number of inbound calls received
outboundCalls	Integer	Yes	Total number of outbound calls received
stateChangedTime	DateTime	Yes	Timestamp of when agent entered current state.
readyDuration	Integer	Yes	Total Ready Duration
wrapupDuration	Integer	Yes	Total Wrapup Duration
talkDuration	Integer	Yes	Total Talk Duration
totalNotReadyDuration	Integer	Yes	Total Not Ready Duration
notReadyLunchDuration	Integer	Yes	Not Ready - Lunch Duration
notReadyTrainingDuration	Integer	Yes	Not Ready - Training Duration
notReadyBreakDuration	Integer	Yes	Not Ready - Break Duration
notReadyMeetingDuration	Integer	Yes	Not Ready - Meeting Duration
notReadyTechDiffDuration	Integer	Yes	Not Ready - Technical Difficulties Duration
notReadyOtherDuration	Integer	Yes	Not Ready - Other Duration
rpcComplete	Integer	Yes	RPC - Complete
rpcIncomplete	Integer	Yes	RPC - Incomplete
wpc	Integer	Yes	Total WPC
nonContacts	Integer	Yes	Total Non Contact (Other) Results

Agent Statistics

#Request (JSON)
POST /realtime/service/agent/stats
Host: localhost.com
Content-Type: application/json
Accept: application/json

{ 
   "filter":  {
      "service": [{"id": "38049"}]
   }
}

#Response
200 OK
Content-Type: application/json

"agentStatistics": [{
   "agentName": "VINAY K",
   "agentStatus": "Ready",
   "inboundCalls": 0,
   "outboundCalls": 0,
   "stateChangedTime": 1401957077840,
   "readyDuration": 0,
   "totalNotReadyDuration": 68,
   "notReadyLunchDuration": 0,
   "notReadyTrainingDuration": 0,
   "notReadyBreakDuration": 0,
   "notReadyMeetingDuration": 0,
   "notReadyTechDiffDuration": 0,
   "notReadyOtherDuration": 68,
   "wrapupDuration": 0,
   "talkDuration": 0,
   "rpcComplete": 0,
   "rpcIncomplete": 0,
   "wpc": 0,
   "nonContacts": 0
}]}

XML

Get Agent Statistics Ex

Description: Returns Agent statistical information.

User Roles: Sysadmin, Superuser, or Manager

This is a newer version of the Get Agent Statistics which will eventually be deprecated. The main difference between this method and the old one besides the obvious structural differences is in the way the filter works. In the old method the filter used the Service or Call Center to determine what data was returned based on what Agents were logged in at that exact moment; while in the new version the data returned is for any Agent that logged into that Service or Call Center throughout the day.

Method: POST /realtime/service/agent/stats/ex

Parameters:

None

Body:

Key

Type

Mandatory?

Description

filter

Object

No

Specifies the filter criteria. The filter is not an 'and' filter but rather an 'or' filter, meaning that if both a Service and Call Center are included the returned data will pertain to the included Service or Call Center.

Key

Type

Mandatory?

Description

callCenter

Array

No

An array of Call Center IDs to filter the agent statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Call Center

If the value is empty, it is treated as a request for all Call Centers.

service

Array

No

An array of Service IDs to filter the agent statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

If the value is empty, it is treated as a request for all Services.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

agentStatistics

Array

Yes

Provides statistical information of the agent.

Attribute

Type

Mandatory?

Description

agentName

String

Yes

Name of the Agent.

agentLoginId

String

Yes

The login ID of the Agent.

services

Array

Yes

An array of Services the Agent has logged into and stats for the Agent in that Service.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	The Service ID that the Agent was logged into, and to which the stats pertain.
inboundCalls	Integer	Yes	Total number of inbound calls received
outboundCalls	Integer	Yes	Total number of outbound calls received
callCenterId	String	Yes	The Call Center ID of the Service.
readyDuration	Integer	Yes	Total Ready Duration
totalNotReadyDuration	Integer	Yes	Total Not Ready Duration
notReadyLunchDuration	Integer	Yes	Not Ready - Lunch Duration
notReadyTrainingDuration	Integer	Yes	Not Ready - Training Duration
notReadyBreakDuration	Integer	Yes	Not Ready - Break Duration
notReadyMeetingDuration	Integer	Yes	Not Ready - Meeting Duration
notReadyTechDiffDuration	Integer	Yes	Not Ready - Technical Difficulties Duration
notReadyOtherDuration	Integer	Yes	Not Ready - Other Duration
wrapupDuration	Integer	Yes	Total Wrapup Duration
talkDuration	Integer	Yes	Total Talk Duration
rpcComplete	Integer	Yes	RPC - Complete
rpcIncomplete	Integer	Yes	RPC - Incomplete
wpc	Integer	Yes	Total WPC
nonContacts	Integer	Yes	Total Non Contact (Other) Results

Get Agent Statistics

#Request (JSON)
POST /realtime/service/agent/stats/ex
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{"agentStatistics": [
      {
      "services":       [
                  {
            "id": 23068,
            "callCenterId": "1623",
            "inboundCalls": 0,
            "outboundCalls": 2,
            "readyDuration": 75,
            "totalNotReadyDuration": 48,
            "notReadyLunchDuration": 0,
            "notReadyTrainingDuration": 0,
            "notReadyBreakDuration": 0,
            "notReadyMeetingDuration": 0,
            "notReadyTechDiffDuration": 0,
            "notReadyOtherDuration": 48,
            "wrapupDuration": 0,
            "talkDuration": 156,
            "rpcComplete": 1,
            "rpcIncomplete": 0,
            "wpc": 0,
            "nonContacts": 0
         },
                  {
            "id": 38049,
            "callCenterId": "1623",
            "inboundCalls": 0,
            "outboundCalls": 0,
            "readyDuration": 191,
            "totalNotReadyDuration": 1049,
            "notReadyLunchDuration": 0,
            "notReadyTrainingDuration": 0,
            "notReadyBreakDuration": 0,
            "notReadyMeetingDuration": 0,
            "notReadyTechDiffDuration": 0,
            "notReadyOtherDuration": 1049,
            "wrapupDuration": 0,
            "talkDuration": 154,
            "rpcComplete": 0,
            "rpcIncomplete": 0,
            "wpc": 0,
            "nonContacts": 0
         }
      ],
      "agentName": "LIVE VOX",
      "agentLoginId": "SEBY"
   },
...
      {
      "services": [      {
         "id": 23068,
         "callCenterId": "1623",
         "inboundCalls": 0,
         "outboundCalls": 1,
         "readyDuration": 297,
         "totalNotReadyDuration": 31,
         "notReadyLunchDuration": 0,
         "notReadyTrainingDuration": 0,
         "notReadyBreakDuration": 0,
         "notReadyMeetingDuration": 0,
         "notReadyTechDiffDuration": 0,
         "notReadyOtherDuration": 31,
         "wrapupDuration": 27,
         "talkDuration": 17,
         "rpcComplete": 1,
         "rpcIncomplete": 1,
         "wpc": 0,
         "nonContacts": 0
      }],
      "agentName": "QA PASS1234",
      "agentLoginId": "1AMBY"
   }
]}

CODE

Get Agent Status

Description: API responsible for returning agent status at service level.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /realtime/service/agents/status

Parameters:

None

Body:

Key

Type

Mandatory?

Description

stateChangedAfter

dateTime

No

Timestamp for state change.

filter

Object

No

Specifies the filter criteria.

Key

Type

Mandatory?

Description

callCenter

Array

No

An array of Call Center IDs to filter the agent status'.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Call Center

If the value is empty, it is treated as a request for all Call Centers.

service

Array

No

An array of Service IDs to filter the agent status'.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

If the value is empty, it is treated as a request for all Services.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

agentDetails

Array

Yes

Provides current status details of the agent.

Attribute

Type

Mandatory?

Description

monitorType

Integer

No

The type of monitoring being done on the agent.

ID	Description
0	None
1	Listen
2	Coach
3	Barge

serviceName

String

Yes

Name of the Service.

serviceId

Integer

Yes

ID of the Service.

agentLoginId

String

Yes

Agent Login ID.

agentName

String

Yes

Name of the Agent.

state

String

Yes

Current state of the Agent.

stateId

Integer

Yes

The ID of the state the Agent is in, mapping of values below.

ID	Description
0	Logon
1	Logoff
2	Ready
3	Not Ready
4	In Call
5	Wrap Up
6	Transferring
7	Manual Dial
8	Preview Dial
9	Dialing
12	Registering
13	Hold

reasonCode

String

No

Possible values are:

Break
Lunch
Meeting
Other
Tech Difficulties
Training

callType

String

No

The type of call.

stateChangedAfter

DateTime

Yes

Timestamp when the agent went to current state.

inboundCalls

Integer

Yes

Total Number of Inbound Calls Received by Agent.

outboundCalls

Integer

Yes

Total Number of Outbound Calls Received by Agent.

isAgentMonitored

Boolean

Yes

Indicates whether or not the agent is currently being monitored.

sessionId

String

No

Current Session ID of the agent call.

account

String

No

Account number of the current customer agent is attending to.

agentSkill

String

No

Agent Skill of the current customer agent is attending to.

phone

String

No

Phone Number of the current customer agent is attending to.

callCenterId

String

Yes

Call Center Id.

callCenterName

String

Yes

Call Center Name.

transactionId

Integer

No

The transaction ID if an Agent is on a call.

timeStamp

DateTime

Yes

Last timestamp since the Agent Service was updated.

Agent Status

#Request (JSON)
POST /realtime/service/status
Host: localhost.com
Content-Type: application/json
Accept: application/json

{ 
   "filter":  {
      "service": [{"id": "38049"}]
   }
}

#Response
200 OK
Content-Type: application/json

{
   "agentDetails": [   {
      "serviceId": 38049,
      "serviceName": "Manual (Manual 4)",
      "agentLoginId": "VKUMARK",
      "agentName": "VINAY K",
      "state": "Not Ready",
      "stateId": 3,
      "reasonCode": "",
      "callType": null,
      "stateChangedAfter": 1401958827016,
      "inboundCalls": null,
      "outboundCalls": null,
      "isAgentMonitored": false,
      "transactionId": null,
      "sessionId": null,
      "account": null,
      "agentSkill": null,
      "phone": null,
      "callCenterId": "1623",
      "callCenterName": "Call Center"
   }],
   "timeStamp": 1401958827016
}

XML

Get Hold Service Details

Description: Returns information about each call that is currently on hold.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /realtime/service/calls/status

Parameters:

None

Body:

Key or Element

Type

Mandatory?

Description

filter

Object

No

Specifies the filter criteria

Key or Element

Type

Mandatory?

Description

callCenter

Array

No

An array of Call Center IDs to filter the hold details.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Call Center

If the value is empty, it is treated as a request for all Call Centers.

service

Array

No

An array of Service IDs to filter the hold details.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

If the value is empty, it is treated as a request for all Services.

Response Code: 200 OK

Body:

Key or Element

Type

Mandatory?

Description

callsDetails

Array

Yes

Provides details for calls on hold.

Attribute	Type	Mandatory?	Description
serviceName	String	Yes	Name of the Service for the Call
serviceId	Integer	Yes	ID of the Service for the Call
name	String	Yes	Customer First name and last name
account	String	Yes	Account number of the Customer
phone	String	Yes	Phone Number of the customer
timeStamp	DateTime	Yes	Timestamp when the call arrived to ACD.
agentSkill	String	No	Call AgentSkill
priority	Integer	Yes	Call Priority

timeStamp

DateTime

Yes

Current Server time stamp

Get Hold Details

#Request (JSON)
POST /realtime/service/calls/status
Host: localhost.com
Content-Type: application/json
Accept: application/json

{ 
   "filter":  {
      "service": [{"id": "38049"}]
   }
}

#Response
200 OK
Content-Type: application/json

{
   "callsDetails": [
      {
        "serviceName": "Manual_test",
        "serviceId": "38049",
        "name": "Will",
        "account": "34964238",
        "phone": "6503517490",
        "timeStamp": "1417066734",
        "agentSkill": "38049",
        "priority": "1",
       }]
    "timeStamp": "1417077534000"
  }

CODE

Get Live Connects

Description: Returns the number of live (right party) connects over the last 30 min broken down in 5 min intervals.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /realtime/service/liveConnects

Parameters:

None

Body:

Key or Element

Type

Mandatory?

Description

filter

Object

No

Specifies the filter criteria

Key or Element

Type

Mandatory?

Description

callCenter

Array

No

An array of Call Center IDs to filter the live connects.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Call Center

If the value is empty, it is treated as a request for all Call Centers.

service

Array

No

An array of Service IDs to filter the live connects.

Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

If the value is empty, it is treated as a request for all Services.

Response Code: 200 OK

Body:

Key or Element

Type

Mandatory?

Description

liveConnects

Array

Yes

Provides summary of right party contacts.

Attribute	Type	Mandatory?	Description
total	Integer	Yes	Total number of live connects. A call is considered live connect if the termination code selected by the agent is classified as "Right Party with Payment" (RTR.agent_action_type = 1) or "Right Party without Payment" (RTR.agent_action_type = 2).
timeStamp	DateTime	Yes	Timestamp representing when the averages were calculated.

Get Right Party Live Connects

#Request (JSON)
POST /realtime/service/liveConnects
Host: localhost.com
Content-Type: application/json
Accept: application/json

{ 
   "filter":  {
      "service": [{"id": "38049"}]
   }
}

#Response
200 OK
Content-Type: application/json

{
   "liveConnects": [
      {
        "total": "10",
        "timeStamp": "1417075930315"
      },
      {
        "total": "12",
        "timeStamp": "1417077749955"
      }
      ]
}

CODE

Get Service Statistics

Description: Returns Service statistical information.

User Roles: Sysadmin, Superuser, or Manager

Method: POST /realtime/service/stats

Parameters:

None

Body:

Key

Type

Mandatory?

Description

filter

object

No

Specifies the filter criteria

Key

Type

Mandatory?

Description

callCenter

Array

No

An array of Call Center IDs to filter the service statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Call Center

If the value is empty, it is treated as a request for all call centers.

service

Array

No

An array of Service IDs to filter the service statistics.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	ID of the Service

If the value is empty, it is treated as a request for all services.

Response Code: 200 OK

Body:

Key or Attribute

Type

Mandatory?

Description

stats

Array

Yes

Provide details for the Service

Key or Attribute

Type

Mandatory?

Description

calls

Array

Yes

Provides statistical information of the service.

Attribute

Type

Mandatory?

Description

callState

String

Yes

State

Value	Description
With no agents	When a call is dropped or being sent to voicemail because no Agent was found that could handle the call.
On hold	The call is on hold waiting to be assigned to an agent (this does not include when an agent puts the call on hold).
With operator	The call is being handled by an agent.

sessionId

String

Yes

Session

transferStartTime

DateTime

Yes

The time the call started the transfer process.

transferBridgeTime

DateTime

Yes

The time the call was bridged to an agent.

transferConnectTime

DateTime

Yes

The time the call is connected to an agent.

transferEndTime

DateTime

Yes

The time the agent and customer are disconnected.

priority

Byte

Yes

The priority of the call.

agentSkill

String

No

The agent skill assigned to the call.

account

String

No

Account number of the customer.

phone

String

Yes

Phone Number of the customer.

agentName

String

No

Name of the agent handling the call.

agentLogonId

String

No

Logon Id of the agent.

serviceId

String

Yes

ID of the Service

serviceName

String

Yes

Name of the Service

cip

Integer

Yes

CIP

totalOffered

Integer

Yes

Total number of calls that tried to transfer to an agent.

totalHandled

Integer

Yes

Total number of calls were handled by an agent.

totalAbandoned

Integer

Yes

Number of attempted OP that failed to reach an agent.

abandonRate

Decimal

Yes

Total calls offered divided by the total calls abandoned.

serviceLevel

Decimal

Yes

The Service level set at the client or service level.

averageSpeedOfAnswer

Integer

Yes

The sum of the time it takes for calls to be answered divided by the total calls handled.

averageDurationToAbandon

Integer

Yes

The sum of the duration of all abandoned calls divided by the total number of abandoned calls.

averageTalkDuration

Integer

Yes

Total time agents were talking with a customer divided by the total number of calls handled.

averageWrapupDuration

Integer

Yes

Total time agents were in wrap up divided by the total number of calls handled.

averageHandleDuration

Integer

Yes

The sum of total talk time and wrap up time divided by the total number of calls handled.

totalCallsAnsweredWithinSLA

Integer

Yes

Total number of calls answered before the service level threshold.

totalCallsAbandonedWithinSLA

Integer

Yes

Total number of calls abandoned before the service level threshold.

pacingMethod

String

Yes

Current Pacing Method

throttle

String

Yes

The throttle set on the service.

units

String

Yes

The units of the throttle setting.

totalCallsInQueue

Integer

Yes

Total number of calls on hold waiting to be transferred to an agent.

callsWithAgent

Integer

Yes

Total number of calls currently with an agent.

totalAgents

Integer

Yes

Total number of agents logged into the service.

longestCallInQueue

Integer

Yes

The longest time a current call has been on hold (only calls currently in a queue)

maxHoldTime

Integer

Yes

The total time a call can stay on hold.

loaded

Integer

Yes

The total number of records loaded to the service.

remaining

Integer

Yes

Total number of dialable records left to be dialed.

playingDialable

Integer

Yes

The total number of dialable records loaded to the service.

percentComplete

Decimal

Yes

The total remaining records divided by the total dialable records.

callCenterId

String

Yes

Call Center Id

callCenterName

String

Yes

Call Center Name

Service Statistics

#Request (JSON)
POST /realtime/service/stats
Host: localhost.com
Content-Type: application/json
Accept: application/json

{ 
   "filter":  {
      "service": [{"id": "38049"}]
   }
}

#Response
200 OK
Content-Type: application/json

{"stats": [{
   "calls": [],
   "serviceId": "38049",
   "serviceName": "Manual (Manual 4)",
   "cip": 0,
   "totalOffered": 0,
   "totalHandled": 0,
   "totalAbandoned": 0,
   "abandonRate": 0,
   "serviceLevel": 0,
   "averageSpeedOfAnswer": 0,
   "averageDurationToAbandon": 0,
   "averageTalkDuration": 0,
   "averageWrapupDuration": 0,
   "averageHandleDuration": 0,
   "totalCallsAnsweredWithinSLA": 0,
   "totalCallsAbandonedWithinSLA": 0,
   "pacingMethod": "Max CIP",
   "throttle": "750",
   "units": "calls",
   "totalCallsInQueue": 1,
   "callsWithAgent": 0,
   "totalAgents": 1,
   "longestCallInQueue": 4024,
   "maxHoldTime": 30,
   "loaded": 0,
   "remaining": 0,
   "playingDialable": 0,
   "percentComplete": 100,
   "callCenterId": "1623",
   "callCenterName": "Call Center"
}]}

XML

Errors

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

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Real-Time Reporting API

Introduction

Real-Time Reporting API WADL/Swagger

User Roles

Real-Time APIs

Agent Event

Retrieve Agent Event

Retrieve Agent Event Feed

Call Data

Read In Call Metadata

Read Post Call Metadata

Call Event

Event Recovery

Retrieve Call Event

Retrieve Call Event Feed

Interaction Event

Retrieve Interaction Event Feed

Retrieve Event Feed Through Server-Sent Event (SSE)

Campaign

Campaign Level Statistics

Service

Get Agent Averages

Get Agent Statistics

Get Agent Statistics Ex

Get Agent Status

Get Hold Service Details

Get Live Connects

Get Service Statistics

Errors

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