Realtime Reports
Before you begin
Refer to How to Authenticate with the Avaya Experience Platform⢠APIs required to invoke real-time APIs.
Info
The Avaya Experience Platform⢠Analytics real-time APIs require tokens with one of the Reporting_Administrator or Reporting_Supervisor user roles to work.
Overview
The Avaya Experience Platform⢠Analytics real-time APIs provide access to measures calculated in real-time by Avaya Experience Platform⢠Analytics.
Access is achieved through a managed subscription that allows data to be presented over a WebSocket connection to a client.
The Avaya Experience Platform⢠Analytics real-time APIs rely on three interfaces.
- Notification Service API: This REST interface enables clients to subscribe for a desired Measure Producer data feed.
- Analytics Producer Management API: This REST interface allows clients to list the various Measure Producers available.
- Analytics Async API: This WebSocket interface provides real-time data to clients.
*Note: This document only covers successful paths where calls to the APIs result in HTTP 200 OK status codes.
Please refer to the above API links for a complete list of possible error messages
Understanding Measure Producers
A Measure Producer is a logical entity that groups real-time measures.
Measure Producers help to categorize the data types produced by Avaya Experience Platform⢠Analytics and allow clients to refine their requests.
Measure Producer definition
Each Measure Producer is defined using a JSON structure which is composed of:
-
Headers that uniquely identify the Measure Producer.
Header Description measureProducerId A unique Id representing the Measure Producer. measureProducerName The name of the Measure Producer. processorType Refers to the processor type used by this Measure Producer. Possible values include ADM, CDR, ITD and JRNL. version The version of the Measure Producer. -
measureSets: A list of Measures exposed by the Measure Producer. This list is not static, it can change when new measuers are added or old measures are removed. It is composed of:
- keys: An array of strings where each entry refers to one or more measures used as dimension keys for grouping the results.
- measures: An array of Measure objects, where each Measure is composed of the following fields:
Field Description name The name of the calculated Measure. type The type of the data produced by this Measure. Supported types are: - STRING
- NUMBER
- DURATION (in milliseconds)
- DATE (epoch format)
- TIME_IN_STATE (in milliseconds)
displayName A human-readable name for the Measure which can be used in a GUI/report. Avaya Experience Platform⢠Analytics provides dictionaries containing the translations of all the displayNames in various locales. active a boolean indicating if the Measure is actively being calculated or not.
Measure Producer example ...
{
"measureProducerId": "Agent_itd_1.0.0",
"measureProducerName": "Agent",
"processorType": "ITD",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"agentId"
],
"measures": [
{
"name": "abandonedFromAlerting",
"type": "NUMBER",
"displayName": "Abandoned From Alerting",
"active": true
},
{
"name": "activeDuration",
"type": "DURATION",
"displayName": "Active Duration",
"active": true
},
{
"name": "acwCount",
"type": "NUMBER",
"displayName": "Acw Count",
"active": true
},
{
"name": "acwDuration",
"type": "DURATION",
"displayName": "Acw Duration",
"active": true
},
{
"name": "adHocEmailInitiated",
"type": "NUMBER",
"displayName": "Ad Hoc Email Initiated",
"active": true
},
{
"name": "adHocEmailSent",
"type": "NUMBER",
"displayName": "Ad Hoc Email Sent",
"active": true
},
{
"name": "agentDisplayName",
"type": "STRING",
"displayName": "Agent Display Name",
"active": true
},
{
"name": "agentFirstName",
"type": "STRING",
"displayName": "Agent First Name",
"active": true
},
{
"name": "agentId",
"type": "STRING",
"displayName": "Agent Id",
"active": true
},
{
"name": "agentLastName",
"type": "STRING",
"displayName": "Agent Last Name",
"active": true
},
{
"name": "agentLoginId",
"type": "STRING",
"displayName": "Agent Login Id",
"active": true
},
{
"name": "agentLogonDuration",
"type": "DURATION",
"displayName": "Agent Logon Duration",
"active": true
},
{
"name": "agentNotReadyReasonCodeDuration",
"type": "DURATION",
"displayName": "Agent Not Ready Reason Code Duration",
"active": true
},
{
"name": "agentState",
"type": "STRING",
"displayName": "Agent State",
"active": true
},
{
"name": "alertDuration",
"type": "DURATION",
"displayName": "Alert Duration",
"active": true
},
{
"name": "alerting",
"type": "NUMBER",
"displayName": "Alerting",
"active": true
},
{
"name": "Answered",
"type": "NUMBER",
"displayName": "Answered",
"active": true
},
{
"name": "barged",
"type": "NUMBER",
"displayName": "Barged",
"active": true
},
{
"name": "bargedDuration",
"type": "DURATION",
"displayName": "Barged Duration",
"active": true
},
{
"name": "barging",
"type": "NUMBER",
"displayName": "Barging",
"active": true
},
{
"name": "bargingDuration",
"type": "DURATION",
"displayName": "Barging Duration",
"active": true
},
{
"name": "coached",
"type": "NUMBER",
"displayName": "Coached",
"active": true
},
{
"name": "coachedDuration",
"type": "DURATION",
"displayName": "Coached Duration",
"active": true
},
{
"name": "coaching",
"type": "NUMBER",
"displayName": "Coaching",
"active": true
},
{
"name": "coachingDuration",
"type": "DURATION",
"displayName": "Coaching Duration",
"active": true
},
{
"name": "Completed",
"type": "NUMBER",
"displayName": "Completed",
"active": true
},
{
"name": "externalCallsDuration",
"type": "DURATION",
"displayName": "External Calls Duration",
"active": true
},
{
"name": "externalVoiceCalls",
"type": "NUMBER",
"displayName": "External Voice Calls",
"active": true
},
{
"name": "Forwarded",
"type": "NUMBER",
"displayName": "Forwarded",
"active": true
},
{
"name": "Hold",
"type": "NUMBER",
"displayName": "Hold",
"active": true
},
{
"name": "holdDuration",
"type": "DURATION",
"displayName": "Hold Duration",
"active": true
},
{
"name": "idleTimeDuration",
"type": "DURATION",
"displayName": "Idle Time Duration",
"active": true
},
{
"name": "NotAnswered",
"type": "NUMBER",
"displayName": "Not Answered",
"active": true
},
{
"name": "Offered",
"type": "NUMBER",
"displayName": "Offered",
"active": true
},
{
"name": "reasonCodeName",
"type": "STRING",
"displayName": "Reason Code Name",
"active": true
},
{
"name": "timeActive",
"type": "TIME_IN_STATE",
"displayName": "Time Active",
"active": true
},
{
"name": "timeInACW",
"type": "TIME_IN_STATE",
"displayName": "Time In ACW",
"active": true
},
{
"name": "timeInState",
"type": "TIME_IN_STATE",
"displayName": "Time In State",
"active": true
},
{
"name": "timeLoggedIn",
"type": "TIME_IN_STATE",
"displayName": "Time Logged In",
"active": true
},
{
"name": "timeOnHold",
"type": "TIME_IN_STATE",
"displayName": "Time On Hold",
"active": true
},
{
"name": "totalTimeNotReady",
"type": "DURATION",
"displayName": "Total Time Not Ready",
"active": true
},
{
"name": "transferAcceptedFromQueue",
"type": "NUMBER",
"displayName": "Transfer Accepted From Queue",
"active": true
},
{
"name": "transferAcceptedFromUser",
"type": "NUMBER",
"displayName": "Transfer Accepted From User",
"active": true
},
{
"name": "transferInitiatedToQueue",
"type": "NUMBER",
"displayName": "Transfer Initiated To Queue",
"active": true
},
{
"name": "transferInitiatedToUser",
"type": "NUMBER",
"displayName": "Transfer Initiated To User",
"active": true
},
{
"name": "transferToExternalCancelled",
"type": "NUMBER",
"displayName": "Transfer To External Cancelled",
"active": true
},
{
"name": "transferToExternalFailed",
"type": "NUMBER",
"displayName": "Transfer To External Failed",
"active": true
},
{
"name": "transferToExternalInitiated",
"type": "NUMBER",
"displayName": "Transfer To External Initiated",
"active": true
},
{
"name": "transferToQueueCancelled",
"type": "NUMBER",
"displayName": "Transfer To Queue Cancelled",
"active": true
},
{
"name": "transferToQueueFailed",
"type": "NUMBER",
"displayName": "Transfer To Queue Failed",
"active": true
},
{
"name": "transferToUserCancelled",
"type": "NUMBER",
"displayName": "Transfer To User Cancelled",
"active": true
},
{
"name": "transferToUserFailed",
"type": "NUMBER",
"displayName": "Transfer To User Failed",
"active": true
},
{
"name": "userStatus",
"type": "STRING",
"displayName": "User Status",
"active": true
}
]
}
]
}
Measure Producer types
Avaya Experience Platform⢠Analytics supports three Measure Producer types.
| Measure Processor Type | Description |
|---|---|
| Contact Detail Record (CDR) | Reports data collected by the system for each engagement. |
| Interval To Date (ITD) | Calculates measures for the current 24-hour interval. All measures reset at midnight. |
| Journal (JRNL) | Reports journalized measures. |
Measure Producers available
Avaya Experience Platform⢠Analytics provides the following measure producers out of the box:
(Click on the links provided for more information about each Measure Producer, including a simplified data dictionary and sample data.)
| Contact Detail Record (CDR) | Interval To Date (ITD) | Journal (JRNL) |
|---|---|---|
| Dialog Detail | Agent | Callback Detail |
| Agent by channel | ||
| Agent by queue | ||
| Channel | ||
| Group | ||
| Queue | ||
| Queue by channel |
Analytics Producer Management API
The Analytics Producer Management interface provides access to the Measure Producers defined in the system.
It allows clients to perform the following operations:
- List Measure Producers.
- List the locales supported by each Measure Producer.
- Retrieve translation files for each Measure Producer.
Get the List of Measure Producers
The following is an example of the payload returned when a client requests the list of measure producers.
GET /measure-producers
/v1/accounts/ABCDEF/measure-producers
Expand to view full response ...
HTTP 200 OK
[
{
"measureProducerId": "Agent_itd_1.0.0",
"measureProducerName": "Agent",
"processorType": "ITD",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"agentId"
],
"measures": [
{
"name": "abandonedFromAlerting",
"type": "NUMBER",
"displayName": "Abandoned From Alerting",
"active": true
},
{
"name": "activeDuration",
"type": "DURATION",
"displayName": "Active Duration",
"active": true
},
{
"name": "acwCount",
"type": "NUMBER",
"displayName": "Acw Count",
"active": true
},
{
"name": "acwDuration",
"type": "DURATION",
"displayName": "Acw Duration",
"active": true
},
{
"name": "adHocEmailInitiated",
"type": "NUMBER",
"displayName": "Ad Hoc Email Initiated",
"active": true
},
{
"name": "adHocEmailSent",
"type": "NUMBER",
"displayName": "Ad Hoc Email Sent",
"active": true
},
{
"name": "agentDisplayName",
"type": "STRING",
"displayName": "Agent Display Name",
"active": true
},
{
"name": "agentFirstName",
"type": "STRING",
"displayName": "Agent First Name",
"active": true
},
{
"name": "agentId",
"type": "STRING",
"displayName": "Agent Id",
"active": true
},
{
"name": "agentLastName",
"type": "STRING",
"displayName": "Agent Last Name",
"active": true
},
{
"name": "agentLoginId",
"type": "STRING",
"displayName": "Agent Login Id",
"active": true
},
{
"name": "agentLogonDuration",
"type": "DURATION",
"displayName": "Agent Logon Duration",
"active": true
},
{
"name": "agentNotReadyReasonCodeDuration",
"type": "DURATION",
"displayName": "Agent Not Ready Reason Code Duration",
"active": true
},
{
"name": "agentState",
"type": "STRING",
"displayName": "Agent State",
"active": true
},
{
"name": "alertDuration",
"type": "DURATION",
"displayName": "Alert Duration",
"active": true
},
{
"name": "alerting",
"type": "NUMBER",
"displayName": "Alerting",
"active": true
},
{
"name": "Answered",
"type": "NUMBER",
"displayName": "Answered",
"active": true
},
{
"name": "barged",
"type": "NUMBER",
"displayName": "Barged",
"active": true
},
{
"name": "bargedDuration",
"type": "DURATION",
"displayName": "Barged Duration",
"active": true
},
{
"name": "barging",
"type": "NUMBER",
"displayName": "Barging",
"active": true
},
{
"name": "bargingDuration",
"type": "DURATION",
"displayName": "Barging Duration",
"active": true
},
{
"name": "coached",
"type": "NUMBER",
"displayName": "Coached",
"active": true
},
{
"name": "coachedDuration",
"type": "DURATION",
"displayName": "Coached Duration",
"active": true
},
{
"name": "coaching",
"type": "NUMBER",
"displayName": "Coaching",
"active": true
},
{
"name": "coachingDuration",
"type": "DURATION",
"displayName": "Coaching Duration",
"active": true
},
{
"name": "Completed",
"type": "NUMBER",
"displayName": "Completed",
"active": true
},
{
"name": "externalCallsDuration",
"type": "DURATION",
"displayName": "External Calls Duration",
"active": true
},
{
"name": "externalVoiceCalls",
"type": "NUMBER",
"displayName": "External Voice Calls",
"active": true
},
{
"name": "Forwarded",
"type": "NUMBER",
"displayName": "Forwarded",
"active": true
},
{
"name": "Hold",
"type": "NUMBER",
"displayName": "Hold",
"active": true
},
{
"name": "holdDuration",
"type": "DURATION",
"displayName": "Hold Duration",
"active": true
},
{
"name": "idleTimeDuration",
"type": "DURATION",
"displayName": "Idle Time Duration",
"active": true
},
{
"name": "NotAnswered",
"type": "NUMBER",
"displayName": "Not Answered",
"active": true
},
{
"name": "Offered",
"type": "NUMBER",
"displayName": "Offered",
"active": true
},
{
"name": "reasonCodeName",
"type": "STRING",
"displayName": "Reason Code Name",
"active": true
},
{
"name": "timeActive",
"type": "TIME_IN_STATE",
"displayName": "Time Active",
"active": true
},
{
"name": "timeInACW",
"type": "TIME_IN_STATE",
"displayName": "Time In ACW",
"active": true
},
{
"name": "timeInState",
"type": "TIME_IN_STATE",
"displayName": "Time In State",
"active": true
},
{
"name": "timeLoggedIn",
"type": "TIME_IN_STATE",
"displayName": "Time Logged In",
"active": true
},
{
"name": "timeOnHold",
"type": "TIME_IN_STATE",
"displayName": "Time On Hold",
"active": true
},
{
"name": "totalTimeNotReady",
"type": "DURATION",
"displayName": "Total Time Not Ready",
"active": true
},
{
"name": "transferAcceptedFromQueue",
"type": "NUMBER",
"displayName": "Transfer Accepted From Queue",
"active": true
},
{
"name": "transferAcceptedFromUser",
"type": "NUMBER",
"displayName": "Transfer Accepted From User",
"active": true
},
{
"name": "transferInitiatedToQueue",
"type": "NUMBER",
"displayName": "Transfer Initiated To Queue",
"active": true
},
{
"name": "transferInitiatedToUser",
"type": "NUMBER",
"displayName": "Transfer Initiated To User",
"active": true
},
{
"name": "transferToExternalCancelled",
"type": "NUMBER",
"displayName": "Transfer To External Cancelled",
"active": true
},
{
"name": "transferToExternalFailed",
"type": "NUMBER",
"displayName": "Transfer To External Failed",
"active": true
},
{
"name": "transferToExternalInitiated",
"type": "NUMBER",
"displayName": "Transfer To External Initiated",
"active": true
},
{
"name": "transferToQueueCancelled",
"type": "NUMBER",
"displayName": "Transfer To Queue Cancelled",
"active": true
},
{
"name": "transferToQueueFailed",
"type": "NUMBER",
"displayName": "Transfer To Queue Failed",
"active": true
},
{
"name": "transferToUserCancelled",
"type": "NUMBER",
"displayName": "Transfer To User Cancelled",
"active": true
},
{
"name": "transferToUserFailed",
"type": "NUMBER",
"displayName": "Transfer To User Failed",
"active": true
},
{
"name": "userStatus",
"type": "STRING",
"displayName": "User Status",
"active": true
}
]
}
]
},
{
"measureProducerId": "AgentByChannel_itd_1.0.0",
"measureProducerName": "AgentByChannel",
"processorType": "ITD",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"agentId",
"channelId"
],
"measures": [
{
"name": "abandonedFromAlerting",
"type": "NUMBER",
"displayName": "Abandoned From Alerting",
"active": true
},
{
"name": "activeDuration",
"type": "DURATION",
"displayName": "Active Duration",
"active": true
},
{
"name": "activeEngagements",
"type": "NUMBER",
"displayName": "Active Engagements",
"active": true
},
{
"name": "acwCount",
"type": "NUMBER",
"displayName": "Acw Count",
"active": true
},
{
"name": "acwDuration",
"type": "DURATION",
"displayName": "Acw Duration",
"active": true
},
{
"name": "adHocEmailInitiated",
"type": "NUMBER",
"displayName": "Ad Hoc Email Initiated",
"active": true
},
{
"name": "adHocEmailSent",
"type": "NUMBER",
"displayName": "Ad Hoc Email Sent",
"active": true
},
{
"name": "agentDisplayName",
"type": "STRING",
"displayName": "Agent Display Name",
"active": true
},
{
"name": "agentFirstName",
"type": "STRING",
"displayName": "Agent First Name",
"active": true
},
{
"name": "agentId",
"type": "STRING",
"displayName": "Agent Id",
"active": true
},
{
"name": "agentLastName",
"type": "STRING",
"displayName": "Agent Last Name",
"active": true
},
{
"name": "agentLoginId",
"type": "STRING",
"displayName": "Agent Login Id",
"active": true
},
{
"name": "alertDuration",
"type": "DURATION",
"displayName": "Alert Duration",
"active": true
},
{
"name": "alerting",
"type": "NUMBER",
"displayName": "Alerting",
"active": true
},
{
"name": "Answered",
"type": "NUMBER",
"displayName": "Answered",
"active": true
},
{
"name": "barged",
"type": "NUMBER",
"displayName": "Barged",
"active": true
},
{
"name": "bargedDuration",
"type": "DURATION",
"displayName": "Barged Duration",
"active": true
},
{
"name": "barging",
"type": "NUMBER",
"displayName": "Barging",
"active": true
},
{
"name": "bargingDuration",
"type": "DURATION",
"displayName": "Barging Duration",
"active": true
},
{
"name": "channelId",
"type": "STRING",
"displayName": "Channel Id",
"active": true
},
{
"name": "channelIdleTimeDuration",
"type": "DURATION",
"displayName": "Channel Idle Time Duration",
"active": true
},
{
"name": "channelState",
"type": "STRING",
"displayName": "Channel State",
"active": true
},
{
"name": "channelStateTimestamp",
"type": "DATE",
"displayName": "Channel State Timestamp",
"active": true
},
{
"name": "channelType",
"type": "STRING",
"displayName": "Channel Type",
"active": true
},
{
"name": "channelWorkState",
"type": "STRING",
"displayName": "Channel Work State",
"active": true
},
{
"name": "coached",
"type": "NUMBER",
"displayName": "Coached",
"active": true
},
{
"name": "coachedDuration",
"type": "DURATION",
"displayName": "Coached Duration",
"active": true
},
{
"name": "coaching",
"type": "NUMBER",
"displayName": "Coaching",
"active": true
},
{
"name": "coachingDuration",
"type": "DURATION",
"displayName": "Coaching Duration",
"active": true
},
{
"name": "Completed",
"type": "NUMBER",
"displayName": "Completed",
"active": true
},
{
"name": "Forwarded",
"type": "NUMBER",
"displayName": "Forwarded",
"active": true
},
{
"name": "Hold",
"type": "NUMBER",
"displayName": "Hold",
"active": true
},
{
"name": "holdDuration",
"type": "DURATION",
"displayName": "Hold Duration",
"active": true
},
{
"name": "NotAnswered",
"type": "NUMBER",
"displayName": "Not Answered",
"active": true
},
{
"name": "Offered",
"type": "NUMBER",
"displayName": "Offered",
"active": true
},
{
"name": "timeActive",
"type": "TIME_IN_STATE",
"displayName": "Time Active",
"active": true
},
{
"name": "timeOnHold",
"type": "TIME_IN_STATE",
"displayName": "Time On Hold",
"active": true
},
{
"name": "transferAcceptedFromQueue",
"type": "NUMBER",
"displayName": "Transfer Accepted From Queue",
"active": true
},
{
"name": "transferAcceptedFromUser",
"type": "NUMBER",
"displayName": "Transfer Accepted From User",
"active": true
},
{
"name": "transferInitiatedToQueue",
"type": "NUMBER",
"displayName": "Transfer Initiated To Queue",
"active": true
},
{
"name": "transferInitiatedToUser",
"type": "NUMBER",
"displayName": "Transfer Initiated To User",
"active": true
},
{
"name": "transferToExternalCancelled",
"type": "NUMBER",
"displayName": "Transfer To External Cancelled",
"active": true
},
{
"name": "transferToExternalFailed",
"type": "NUMBER",
"displayName": "Transfer To External Failed",
"active": true
},
{
"name": "transferToExternalInitiated",
"type": "NUMBER",
"displayName": "Transfer To External Initiated",
"active": true
},
{
"name": "transferToQueueCancelled",
"type": "NUMBER",
"displayName": "Transfer To Queue Cancelled",
"active": true
},
{
"name": "transferToQueueFailed",
"type": "NUMBER",
"displayName": "Transfer To Queue Failed",
"active": true
},
{
"name": "transferToUserCancelled",
"type": "NUMBER",
"displayName": "Transfer To User Cancelled",
"active": true
},
{
"name": "transferToUserFailed",
"type": "NUMBER",
"displayName": "Transfer To User Failed",
"active": true
},
{
"name": "workLimit",
"type": "NUMBER",
"displayName": "Work Limit",
"active": true
}
]
}
]
},
{
"measureProducerId": "AgentByChannel_adm_1.0.0",
"measureProducerName": "AgentByChannel",
"processorType": "ADM",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"channelId"
],
"measures": [
{
"name": "channelId",
"type": "STRING",
"displayName": "Channel Id",
"active": true
}
]
}
]
},
{
"measureProducerId": "AgentByQueue_itd_1.0.0",
"measureProducerName": "AgentByQueue",
"processorType": "ITD",
"version": "1.0.0",
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"name": "agentBusyCount",
"type": "NUMBER",
"displayName": "Agent Busy Count",
"active": true
},
{
"name": "agentReadyCount",
"type": "NUMBER",
"displayName": "Agent Ready Count",
"active": true
},
{
"name": "agentStaffedCount",
"type": "NUMBER",
"displayName": "Agent Staffed Count",
"active": true
},
{
"name": "alertDuration",
"type": "DURATION",
"displayName": "Alert Duration",
"active": true
},
{
"name": "alerting",
"type": "NUMBER",
"displayName": "Alerting",
"active": true
},
{
"name": "Answered",
"type": "NUMBER",
"displayName": "Answered",
"active": true
},
{
"name": "answeredAfterThreshold",
"type": "NUMBER",
"displayName": "Answered After Threshold",
"active": true
},
{
"name": "barged",
"type": "NUMBER",
"displayName": "Barged",
"active": true
},
{
"name": "bargedDuration",
"type": "DURATION",
"displayName": "Barged Duration",
"active": true
},
{
"name": "barging",
"type": "NUMBER",
"displayName": "Barging",
"active": true
},
{
"name": "bargingDuration",
"type": "DURATION",
"displayName": "Barging Duration",
"active": true
},
{
"name": "channelId",
"type": "STRING",
"displayName": "Channel Id",
"active": true
},
{
"name": "coached",
"type": "NUMBER",
"displayName": "Coached",
"active": true
},
{
"name": "coachedDuration",
"type": "DURATION",
"displayName": "Coached Duration",
"active": true
},
{
"name": "coaching",
"type": "NUMBER",
"displayName": "Coaching",
"active": true
},
{
"name": "coachingDuration",
"type": "DURATION",
"displayName": "Coaching Duration",
"active": true
},
{
"name": "Completed",
"type": "NUMBER",
"displayName": "Completed",
"active": true
},
{
"name": "completedEngagementCount",
"type": "NUMBER",
"displayName": "Completed Engagement Count",
"active": true
},
{
"name": "completedSpecializedEngagementCount",
"type": "NUMBER",
"displayName": "Completed Specialized Engagement Count",
"active": true
},
{
"name": "expectedWaitTime",
"type": "DURATION",
"displayName": "Expected Wait Time",
"active": true
},
{
"name": "holdDuration",
"type": "DURATION",
"displayName": "Hold Duration",
"active": true
},
{
"name": "isDefaultQueue",
"type": "STRING",
"displayName": "Is Default Queue",
"active": true
},
{
"name": "NotAnswered",
"type": "NUMBER",
"displayName": "Not Answered",
"active": true
},
{
"name": "Offered",
"type": "NUMBER",
"displayName": "Offered",
"active": true
},
{
"name": "offeredToQueue",
"type": "NUMBER",
"displayName": "Offered To Queue",
"active": true
},
{
"name": "oldestEngagementWaiting",
"type": "DURATION",
"displayName": "Oldest Engagement Waiting",
"active": true
},
{
"name": "oldestSpecializedEngagementWaiting",
"type": "DURATION",
"displayName": "Oldest Specialized Engagement Waiting",
"active": true
},
{
"name": "processingEngagementCount",
"type": "NUMBER",
"displayName": "Processing Engagement Count",
"active": true
},
{
"name": "processingSpecializedEngagementCount",
"type": "NUMBER",
"displayName": "Processing Specialized Engagement Count",
"active": true
},
{
"name": "queueId",
"type": "STRING",
"displayName": "Queue Id",
"active": true
},
{
"name": "queueName",
"type": "STRING",
"displayName": "Queue Name",
"active": true
},
{
"name": "queueOccupancy",
"type": "NUMBER",
"displayName": "Queue Occupancy",
"active": true
},
{
"name": "rollingASA",
"type": "DURATION",
"displayName": "Rolling ASA",
"active": true
},
{
"name": "transferAcceptedFromQueue",
"type": "NUMBER",
"displayName": "Transfer Accepted From Queue",
"active": true
},
{
"name": "transferInitiatedToQueue",
"type": "NUMBER",
"displayName": "Transfer Initiated To Queue",
"active": true
},
{
"name": "transferToQueueCancelled",
"type": "NUMBER",
"displayName": "Transfer To Queue Cancelled",
"active": true
},
{
"name": "transferToQueueFailed",
"type": "NUMBER",
"displayName": "Transfer To Queue Failed",
"active": true
},
{
"name": "waitingEngagementCount",
"type": "NUMBER",
"displayName": "Waiting Engagement Count",
"active": true
},
{
"name": "waitingSpecializedEngagementCount",
"type": "NUMBER",
"displayName": "Waiting Specialized Engagement Count",
"active": true
},
{
"name": "waitTime",
"type": "DURATION",
"displayName": "Wait Time",
"active": true
}
]
}
]
},
{
"measureProducerId": "supervisor_groups_adm_1.0.0",
"measureProducerName": "supervisor_groups",
"processorType": "ADM",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"agentGroupId"
],
"measures": [
{
"name": "agentGroupId",
"type": "STRING",
"displayName": "Agent Group Id",
"active": true
},
{
"name": "eventType",
"type": "STRING",
"displayName": "Event Type",
"active": true
},
{
"name": "groupMemberIds",
"type": "STRING",
"displayName": "Group Member Ids",
"active": true
},
{
"name": "groupOwnerIds",
"type": "STRING",
"displayName": "Group Owner Ids",
"active": true
}
]
}
]
},
{
"measureProducerId": "users_adm_1.0.0",
"measureProducerName": "users",
"processorType": "ADM",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"userId"
],
"measures": [
{
"name": "agentDisplayName",
"type": "STRING",
"displayName": "Agent Display Name",
"active": true
},
{
"name": "agentFirstName",
"type": "STRING",
"displayName": "Agent First Name",
"active": true
},
{
"name": "agentLastName",
"type": "STRING",
"displayName": "Agent Last Name",
"active": true
},
{
"name": "agentLoginId",
"type": "STRING",
"displayName": "Agent Login Id",
"active": true
},
{
"name": "userId",
"type": "STRING",
"displayName": "User Id",
"active": true
}
]
}
]
}
]
GET /measure-producers?processorType={processorType}
The list of measure producers can be filtered by processorType. The following processor types are supported:
- CDR (Contact Detail Record)
- ITD (Interval To Date)
- JRNL (Journal)
Get the list of all measures associated with the Contact Detail Record producer:
/v1/accounts/ABCDEF/measure-producers?processorType=CDR
Expand to view full response for processorType=CDR ...
HTTP 200 OK
[
{
"measureProducerId": "DialogDetail_cdr_1.0.0",
"measureProducerName": "DialogDetail",
"processorType": "CDR",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"dialogId"
],
"measures": [
{
"name": "abandonedIndicator",
"type": "STRING",
"displayName": "Abandoned Indicator",
"active": true
},
{
"name": "acwEndTimestamp",
"type": "DATE",
"displayName": "Acw End Timestamp",
"active": true
},
{
"name": "acwIndicator",
"type": "STRING",
"displayName": "Acw Indicator",
"active": true
},
{
"name": "acwStartTimestamp",
"type": "DATE",
"displayName": "Acw Start Timestamp",
"active": true
},
{
"name": "agentDisplayName",
"type": "STRING",
"displayName": "Agent Display Name",
"active": true
},
{
"name": "agentFirstName",
"type": "STRING",
"displayName": "Agent First Name",
"active": true
},
{
"name": "agentId",
"type": "STRING",
"displayName": "Agent Id",
"active": true
},
{
"name": "agentInitiatedDisconnect",
"type": "STRING",
"displayName": "Agent Initiated Disconnect",
"active": true
},
{
"name": "agentLastName",
"type": "STRING",
"displayName": "Agent Last Name",
"active": true
},
{
"name": "agentLoginId",
"type": "STRING",
"displayName": "Agent Login Id",
"active": true
},
{
"name": "bargeEndTimestamp",
"type": "DATE",
"displayName": "Barge End Timestamp",
"active": true
},
{
"name": "bargeIndicator",
"type": "STRING",
"displayName": "Barge Indicator",
"active": true
},
{
"name": "bargeStartTimestamp",
"type": "DATE",
"displayName": "Barge Start Timestamp",
"active": true
},
{
"name": "businessAccountName",
"type": "STRING",
"displayName": "Business Account Name",
"active": true
},
{
"name": "channelId",
"type": "STRING",
"displayName": "Channel Id",
"active": true
},
{
"name": "channelType",
"type": "STRING",
"displayName": "Channel Type",
"active": true
},
{
"name": "coachIndicator",
"type": "STRING",
"displayName": "Coach Indicator",
"active": true
},
{
"name": "coachTimestamp",
"type": "DATE",
"displayName": "Coach Timestamp",
"active": true
},
{
"name": "dialogId",
"type": "STRING",
"displayName": "Dialog Id",
"active": true
},
{
"name": "dialogStartTime",
"type": "DATE",
"displayName": "Dialog Start Time",
"active": true
},
{
"name": "direction",
"type": "STRING",
"displayName": "Direction",
"active": true
},
{
"name": "dispositionCodeId",
"type": "STRING",
"displayName": "Disposition Code Id",
"active": true
},
{
"name": "engagementId",
"type": "STRING",
"displayName": "Engagement Id",
"active": true
},
{
"name": "engagementStartTimestamp",
"type": "DATE",
"displayName": "Engagement Start Timestamp",
"active": true
},
{
"name": "externalCallIndicator",
"type": "STRING",
"displayName": "External Call Indicator",
"active": true
},
{
"name": "externalParticipantId",
"type": "STRING",
"displayName": "External Participant Id",
"active": true
},
{
"name": "messageType",
"type": "STRING",
"displayName": "Message Type",
"active": true
},
{
"name": "offeredAttributes",
"type": "STRING",
"displayName": "Offered Attributes",
"active": true
},
{
"name": "providerId",
"type": "STRING",
"displayName": "Provider Id",
"active": true
},
{
"name": "queuedAttributes",
"type": "STRING",
"displayName": "Queued Attributes",
"active": true
},
{
"name": "queueId",
"type": "STRING",
"displayName": "Queue Id",
"active": true
},
{
"name": "sendFrom",
"type": "STRING",
"displayName": "Send From",
"active": true
},
{
"name": "sendTo",
"type": "STRING",
"displayName": "Send To",
"active": true
},
{
"name": "state",
"type": "STRING",
"displayName": "State",
"active": true
},
{
"name": "subject",
"type": "STRING",
"displayName": "Subject",
"active": true
},
{
"name": "transferIndicator",
"type": "STRING",
"displayName": "Transfer Indicator",
"active": true
}
]
}
]
}
]
Get the list of all measures associated with the Interval To Date producer
/v1/accounts/ABCDEF/measure-producers?processorType=ITD
Expand to view full response for processorType=ITD ...
HTTP 200 OK
[
{
"measureProducerId": "Agent_itd_1.0.0",
"measureProducerName": "Agent",
"processorType": "ITD",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"agentId"
],
"measures": [
{
"name": "abandonedFromAlerting",
"type": "NUMBER",
"displayName": "Abandoned From Alerting",
"active": true
},
{
"name": "activeDuration",
"type": "DURATION",
"displayName": "Active Duration",
"active": true
},
{
"name": "acwCount",
"type": "NUMBER",
"displayName": "Acw Count",
"active": true
},
{
"name": "acwDuration",
"type": "DURATION",
"displayName": "Acw Duration",
"active": true
},
{
"name": "adHocEmailInitiated",
"type": "NUMBER",
"displayName": "Ad Hoc Email Initiated",
"active": true
},
{
"name": "adHocEmailSent",
"type": "NUMBER",
"displayName": "Ad Hoc Email Sent",
"active": true
},
{
"name": "agentDisplayName",
"type": "STRING",
"displayName": "Agent Display Name",
"active": true
},
{
"name": "agentFirstName",
"type": "STRING",
"displayName": "Agent First Name",
"active": true
},
{
"name": "agentId",
"type": "STRING",
"displayName": "Agent Id",
"active": true
},
{
"name": "agentLastName",
"type": "STRING",
"displayName": "Agent Last Name",
"active": true
},
{
"name": "agentLoginId",
"type": "STRING",
"displayName": "Agent Login Id",
"active": true
},
{
"name": "agentLogonDuration",
"type": "DURATION",
"displayName": "Agent Logon Duration",
"active": true
},
{
"name": "agentNotReadyReasonCodeDuration",
"type": "DURATION",
"displayName": "Agent Not Ready Reason Code Duration",
"active": true
},
{
"name": "agentState",
"type": "STRING",
"displayName": "Agent State",
"active": true
},
{
"name": "alertDuration",
"type": "DURATION",
"displayName": "Alert Duration",
"active": true
},
{
"name": "alerting",
"type": "NUMBER",
"displayName": "Alerting",
"active": true
},
{
"name": "Answered",
"type": "NUMBER",
"displayName": "Answered",
"active": true
},
{
"name": "barged",
"type": "NUMBER",
"displayName": "Barged",
"active": true
},
{
"name": "bargedDuration",
"type": "DURATION",
"displayName": "Barged Duration",
"active": true
},
{
"name": "barging",
"type": "NUMBER",
"displayName": "Barging",
"active": true
},
{
"name": "bargingDuration",
"type": "DURATION",
"displayName": "Barging Duration",
"active": true
},
{
"name": "coached",
"type": "NUMBER",
"displayName": "Coached",
"active": true
},
{
"name": "coachedDuration",
"type": "DURATION",
"displayName": "Coached Duration",
"active": true
},
{
"name": "coaching",
"type": "NUMBER",
"displayName": "Coaching",
"active": true
},
{
"name": "coachingDuration",
"type": "DURATION",
"displayName": "Coaching Duration",
"active": true
},
{
"name": "Completed",
"type": "NUMBER",
"displayName": "Completed",
"active": true
},
{
"name": "externalCallsDuration",
"type": "DURATION",
"displayName": "External Calls Duration",
"active": true
},
{
"name": "externalVoiceCalls",
"type": "NUMBER",
"displayName": "External Voice Calls",
"active": true
},
{
"name": "Forwarded",
"type": "NUMBER",
"displayName": "Forwarded",
"active": true
},
{
"name": "Hold",
"type": "NUMBER",
"displayName": "Hold",
"active": true
},
{
"name": "holdDuration",
"type": "DURATION",
"displayName": "Hold Duration",
"active": true
},
{
"name": "idleTimeDuration",
"type": "DURATION",
"displayName": "Idle Time Duration",
"active": true
},
{
"name": "NotAnswered",
"type": "NUMBER",
"displayName": "Not Answered",
"active": true
},
{
"name": "Offered",
"type": "NUMBER",
"displayName": "Offered",
"active": true
},
{
"name": "reasonCodeName",
"type": "STRING",
"displayName": "Reason Code Name",
"active": true
},
{
"name": "timeActive",
"type": "TIME_IN_STATE",
"displayName": "Time Active",
"active": true
},
{
"name": "timeInACW",
"type": "TIME_IN_STATE",
"displayName": "Time In ACW",
"active": true
},
{
"name": "timeInState",
"type": "TIME_IN_STATE",
"displayName": "Time In State",
"active": true
},
{
"name": "timeLoggedIn",
"type": "TIME_IN_STATE",
"displayName": "Time Logged In",
"active": true
},
{
"name": "timeOnHold",
"type": "TIME_IN_STATE",
"displayName": "Time On Hold",
"active": true
},
{
"name": "totalTimeNotReady",
"type": "DURATION",
"displayName": "Total Time Not Ready",
"active": true
},
{
"name": "transferAcceptedFromQueue",
"type": "NUMBER",
"displayName": "Transfer Accepted From Queue",
"active": true
},
{
"name": "transferAcceptedFromUser",
"type": "NUMBER",
"displayName": "Transfer Accepted From User",
"active": true
},
{
"name": "transferInitiatedToQueue",
"type": "NUMBER",
"displayName": "Transfer Initiated To Queue",
"active": true
},
{
"name": "transferInitiatedToUser",
"type": "NUMBER",
"displayName": "Transfer Initiated To User",
"active": true
},
{
"name": "transferToExternalCancelled",
"type": "NUMBER",
"displayName": "Transfer To External Cancelled",
"active": true
},
{
"name": "transferToExternalFailed",
"type": "NUMBER",
"displayName": "Transfer To External Failed",
"active": true
},
{
"name": "transferToExternalInitiated",
"type": "NUMBER",
"displayName": "Transfer To External Initiated",
"active": true
},
{
"name": "transferToQueueCancelled",
"type": "NUMBER",
"displayName": "Transfer To Queue Cancelled",
"active": true
},
{
"name": "transferToQueueFailed",
"type": "NUMBER",
"displayName": "Transfer To Queue Failed",
"active": true
},
{
"name": "transferToUserCancelled",
"type": "NUMBER",
"displayName": "Transfer To User Cancelled",
"active": true
},
{
"name": "transferToUserFailed",
"type": "NUMBER",
"displayName": "Transfer To User Failed",
"active": true
},
{
"name": "userStatus",
"type": "STRING",
"displayName": "User Status",
"active": true
}
]
}
]
},
{
"measureProducerId": "AgentByChannel_itd_1.0.0",
"measureProducerName": "AgentByChannel",
"processorType": "ITD",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"agentId",
"channelId"
],
"measures": [
{
"name": "abandonedFromAlerting",
"type": "NUMBER",
"displayName": "Abandoned From Alerting",
"active": true
},
{
"name": "activeDuration",
"type": "DURATION",
"displayName": "Active Duration",
"active": true
},
{
"name": "activeEngagements",
"type": "NUMBER",
"displayName": "Active Engagements",
"active": true
},
{
"name": "acwCount",
"type": "NUMBER",
"displayName": "Acw Count",
"active": true
},
{
"name": "acwDuration",
"type": "DURATION",
"displayName": "Acw Duration",
"active": true
},
{
"name": "adHocEmailInitiated",
"type": "NUMBER",
"displayName": "Ad Hoc Email Initiated",
"active": true
},
{
"name": "adHocEmailSent",
"type": "NUMBER",
"displayName": "Ad Hoc Email Sent",
"active": true
},
{
"name": "agentDisplayName",
"type": "STRING",
"displayName": "Agent Display Name",
"active": true
},
{
"name": "agentFirstName",
"type": "STRING",
"displayName": "Agent First Name",
"active": true
},
{
"name": "agentId",
"type": "STRING",
"displayName": "Agent Id",
"active": true
},
{
"name": "agentLastName",
"type": "STRING",
"displayName": "Agent Last Name",
"active": true
},
{
"name": "agentLoginId",
"type": "STRING",
"displayName": "Agent Login Id",
"active": true
},
{
"name": "alertDuration",
"type": "DURATION",
"displayName": "Alert Duration",
"active": true
},
{
"name": "alerting",
"type": "NUMBER",
"displayName": "Alerting",
"active": true
},
{
"name": "Answered",
"type": "NUMBER",
"displayName": "Answered",
"active": true
},
{
"name": "barged",
"type": "NUMBER",
"displayName": "Barged",
"active": true
},
{
"name": "bargedDuration",
"type": "DURATION",
"displayName": "Barged Duration",
"active": true
},
{
"name": "barging",
"type": "NUMBER",
"displayName": "Barging",
"active": true
},
{
"name": "bargingDuration",
"type": "DURATION",
"displayName": "Barging Duration",
"active": true
},
{
"name": "channelId",
"type": "STRING",
"displayName": "Channel Id",
"active": true
},
{
"name": "channelIdleTimeDuration",
"type": "DURATION",
"displayName": "Channel Idle Time Duration",
"active": true
},
{
"name": "channelState",
"type": "STRING",
"displayName": "Channel State",
"active": true
},
{
"name": "channelStateTimestamp",
"type": "DATE",
"displayName": "Channel State Timestamp",
"active": true
},
{
"name": "channelType",
"type": "STRING",
"displayName": "Channel Type",
"active": true
},
{
"name": "channelWorkState",
"type": "STRING",
"displayName": "Channel Work State",
"active": true
},
{
"name": "coached",
"type": "NUMBER",
"displayName": "Coached",
"active": true
},
{
"name": "coachedDuration",
"type": "DURATION",
"displayName": "Coached Duration",
"active": true
},
{
"name": "coaching",
"type": "NUMBER",
"displayName": "Coaching",
"active": true
},
{
"name": "coachingDuration",
"type": "DURATION",
"displayName": "Coaching Duration",
"active": true
},
{
"name": "Completed",
"type": "NUMBER",
"displayName": "Completed",
"active": true
},
{
"name": "Forwarded",
"type": "NUMBER",
"displayName": "Forwarded",
"active": true
},
{
"name": "Hold",
"type": "NUMBER",
"displayName": "Hold",
"active": true
},
{
"name": "holdDuration",
"type": "DURATION",
"displayName": "Hold Duration",
"active": true
},
{
"name": "NotAnswered",
"type": "NUMBER",
"displayName": "Not Answered",
"active": true
},
{
"name": "Offered",
"type": "NUMBER",
"displayName": "Offered",
"active": true
},
{
"name": "timeActive",
"type": "TIME_IN_STATE",
"displayName": "Time Active",
"active": true
},
{
"name": "timeOnHold",
"type": "TIME_IN_STATE",
"displayName": "Time On Hold",
"active": true
},
{
"name": "transferAcceptedFromQueue",
"type": "NUMBER",
"displayName": "Transfer Accepted From Queue",
"active": true
},
{
"name": "transferAcceptedFromUser",
"type": "NUMBER",
"displayName": "Transfer Accepted From User",
"active": true
},
{
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"name": "queueOccupancy",
"type": "NUMBER",
"displayName": "Queue Occupancy",
"active": true
},
{
"name": "rollingASA",
"type": "DURATION",
"displayName": "Rolling ASA",
"active": true
},
{
"name": "transferAcceptedFromQueue",
"type": "NUMBER",
"displayName": "Transfer Accepted From Queue",
"active": true
},
{
"name": "transferInitiatedToQueue",
"type": "NUMBER",
"displayName": "Transfer Initiated To Queue",
"active": true
},
{
"name": "transferToQueueCancelled",
"type": "NUMBER",
"displayName": "Transfer To Queue Cancelled",
"active": true
},
{
"name": "transferToQueueFailed",
"type": "NUMBER",
"displayName": "Transfer To Queue Failed",
"active": true
},
{
"name": "waitingEngagementCount",
"type": "NUMBER",
"displayName": "Waiting Engagement Count",
"active": true
},
{
"name": "waitingSpecializedEngagementCount",
"type": "NUMBER",
"displayName": "Waiting Specialized Engagement Count",
"active": true
},
{
"name": "waitTime",
"type": "DURATION",
"displayName": "Wait Time",
"active": true
}
]
}
]
}
]
Get the list of all measures associated with the Journal producer
/v1/accounts/ABCDEF/measure-producers?processorType=JRNL
Expand to view full response for processorType=JRNL ...
**HTTP 200 OK**
[
{
"measureProducerId": "CallbackDetail_jrnl_1.0.0",
"measureProducerName": "CallbackDetail",
"processorType": "JRNL",
"version": "1.0.0",
"measureSets": [
{
"keys": [
"callbackId"
],
"measures": [
{
"name": "agentDisplayName",
"type": "STRING",
"displayName": "Agent Display Name",
"active": true
},
{
"name": "agentFirstName",
"type": "STRING",
"displayName": "Agent First Name",
"active": true
},
{
"name": "agentId",
"type": "STRING",
"displayName": "Agent Id",
"active": true
},
{
"name": "agentLastName",
"type": "STRING",
"displayName": "Agent Last Name",
"active": true
},
{
"name": "agentLoginId",
"type": "STRING",
"displayName": "Agent Login Id",
"active": true
},
{
"name": "attributes",
"type": "STRING",
"displayName": "Attributes",
"active": true
},
{
"name": "callbackAttempts",
"type": "NUMBER",
"displayName": "Callback Attempts",
"active": true
},
{
"name": "callbackCreatedTimestamp",
"type": "DATE",
"displayName": "Callback Created Timestamp",
"active": true
},
{
"name": "callbackEndedTimestamp",
"type": "DATE",
"displayName": "Callback Ended Timestamp",
"active": true
},
{
"name": "callbackEngagementId",
"type": "STRING",
"displayName": "Callback Engagement Id",
"active": true
},
{
"name": "callbackId",
"type": "STRING",
"displayName": "Callback Id",
"active": true
},
{
"name": "customerPhoneNumber",
"type": "STRING",
"displayName": "Customer Phone Number",
"active": true
},
{
"name": "engagementId",
"type": "STRING",
"displayName": "Engagement Id",
"active": true
},
{
"name": "queueId",
"type": "STRING",
"displayName": "Queue Id",
"active": true
},
{
"name": "queueName",
"type": "STRING",
"displayName": "Queue Name",
"active": true
},
{
"name": "status",
"type": "STRING",
"displayName": "Status",
"active": true
},
{
"name": "terminationReason",
"type": "STRING",
"displayName": "Termination Reason",
"active": true
}
]
}
]
}
]
Get the List of Locales for a Measure Producer
The following is an example of the payload returned when a client requests the list of locales supported by Measure Producer Agent_itd_1.0.0.
GET /measure-producers/{measure-producer-id}/locales
/v1/accounts/ABCDEF/measure-producers/Agent_itd_1.0.0/locales
HTTP 200 OK
[
"en-us",
"de",
"fr",
"it",
"es",
"ko",
"ru",
"zh-cn"
]
Get a Dictionary for a Measure Producer
A Dictionary provides translation strings for each measure in a Measure Producer.
The following is an example of the payload returned when a request for the french (fr) Dictionary associated with Measure Producer Agent_itd_1.0.0 is made.
GET /measure-producers/Agent_itd_1.0.0/dictionaries/{locale}
/v1/accounts/ABCDEF/measure-producers/Agent_itd_1.0.0/dictionaries/fr
Expand to view full response ...
HTTP 200 OK
{
"locale": "fr",
"measures": [
{
"name": "agentId",
"displayName": "ID de l'agent",
"description": "ID de l'agent"
},
{
"name": "agentState",
"displayName": "Ătat de l'agent",
"description": "Ătat actuel de l'agent"
},
{
"name": "answered",
"displayName": "RĂŠpondus",
"description": "Nombre d'appels proposĂŠs et rĂŠpondus"
},
{
"name": "active",
"displayName": "Actifs",
"description": ""
},
{
"name": "activeDuration",
"displayName": "DurĂŠe Ă l'ĂŠtat actif",
"description": ""
},
{
"name": "agentFirstName",
"displayName": "PrĂŠnom de l'agent",
"description": ""
},
{
"name": "agentLastName",
"displayName": "Nom de famille de l'agent",
"description": ""
},
{
"name": "agentLoginId",
"displayName": "ID de connexion de l'agent",
"description": ""
},
{
"name": "agentGroupDescription",
"displayName": "Description du groupe d'agents",
"description": ""
},
{
"name": "agentGroupId",
"displayName": "ID du groupe d'agents",
"description": ""
},
{
"name": "agentGroupName",
"displayName": "Nom du groupe d'agents",
"description": ""
},
{
"name": "agentLogonDuration",
"displayName": "DurĂŠe de connexion de l'agent",
"description": ""
},
{
"name": "agentStateTimestamp",
"displayName": "Horodatage de l'ĂŠtat de l'agent",
"description": ""
},
{
"name": "alertDuration",
"displayName": "DurĂŠe d'alerte",
"description": ""
},
{
"name": "businessAccountName",
"displayName": "Nom du compte d'entreprise",
"description": ""
},
{
"name": "cdrChannelType",
"displayName": "Type de canal",
"description": ""
},
{
"name": "channelId",
"displayName": "ID du canal",
"description": ""
},
{
"name": "channelState",
"displayName": "Ătat du canal",
"description": ""
},
{
"name": "channelStateTimestamp",
"displayName": "Horodatage de l'ĂŠtat du canal",
"description": ""
},
{
"name": "channelType",
"displayName": "Type de canal",
"description": ""
},
{
"name": "Completed",
"displayName": "TerminĂŠs",
"description": ""
},
{
"name": "dialogEndTime",
"displayName": "Heure de fin du dialogue",
"description": ""
},
{
"name": "dialogId",
"displayName": "ID de dialogue",
"description": ""
},
{
"name": "dialogStartTime",
"displayName": "Heure de dĂŠbut du dialogue",
"description": ""
},
{
"name": "direction",
"displayName": "Direction",
"description": ""
},
{
"name": "dispositionCodeId",
"displayName": "ID du code de disposition",
"description": "Identificateur unique du code de disposition."
},
{
"name": "dispositionCodeOccurrences",
"displayName": "Occurrences du code de disposition",
"description": "Nombre de fois oĂš l'agent a utilisĂŠ le code de disposition au cours de la pĂŠriode de compte-rendu."
},
{
"name": "engagementComplete",
"displayName": "Engagement terminĂŠ",
"description": ""
},
{
"name": "engagementEndTimestamp",
"displayName": "Horodatage de fin de l'engagement",
"description": ""
},
{
"name": "engagementId",
"displayName": "ID de l'engagement",
"description": ""
},
{
"name": "engagementStartTimestamp",
"displayName": "Horodatage de dĂŠbut de l'engagement",
"description": ""
},
{
"name": "eventTime",
"displayName": "Heure de l'ĂŠvĂŠnement",
"description": ""
},
{
"name": "eventType",
"displayName": "Type d'ĂŠvĂŠnement",
"description": ""
},
{
"name": "externalCallIndicator",
"displayName": "Indicateur d'appel externe",
"description": ""
},
{
"name": "externalParticipantId",
"displayName": "ID du participant externe",
"description": ""
},
{
"name": "externalVoiceCalls",
"displayName": "Appels vocaux externes",
"description": "Nombre dâappels vocaux externes passĂŠs par lâagent au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "externalCallsDuration",
"displayName": "DurĂŠe des appels vocaux externes",
"description": "DurĂŠe passĂŠe par lâagent sur des appels externes au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "Forwarded",
"displayName": "TransfĂŠrĂŠs",
"description": ""
},
{
"name": "Hold",
"displayName": "En attente",
"description": ""
},
{
"name": "holdDuration",
"displayName": "DurĂŠe de mise en attente",
"description": ""
},
{
"name": "messageType",
"displayName": "Type de message",
"description": ""
},
{
"name": "NotAnswered",
"displayName": "Sans rĂŠponse",
"description": ""
},
{
"name": "notReadyReasonCodeId",
"displayName": "ID du code de motif Non prĂŞt",
"description": ""
},
{
"name": "notReadyReasonCodeOccurrences",
"displayName": "Occurrences du code de motif Non prĂŞt",
"description": "Nombre de fois oĂš lâagent a utilisĂŠ le code de motif au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "nrReasonCode",
"displayName": "Code de motif Non prĂŞt",
"description": ""
},
{
"name": "Offered",
"displayName": "ProposĂŠs",
"description": ""
},
{
"name": "providerId",
"displayName": "ID du fournisseur",
"description": ""
},
{
"name": "roleId",
"displayName": "ID du rĂ´le",
"description": ""
},
{
"name": "routingServiceId",
"displayName": "ID du service de routage",
"description": ""
},
{
"name": "sendFrom",
"displayName": "Envoyer de",
"description": ""
},
{
"name": "sendTo",
"displayName": "Envoyer Ă ",
"description": ""
},
{
"name": "state",
"displayName": "Ătat",
"description": ""
},
{
"name": "subject",
"displayName": "Objet",
"description": ""
},
{
"name": "supervisorId",
"displayName": "ID du superviseur",
"description": ""
},
{
"name": "timeActive",
"displayName": "DurĂŠe dâactivitĂŠ",
"description": ""
},
{
"name": "timeLoggedIn",
"displayName": "DurĂŠe de connexion",
"description": ""
},
{
"name": "timeOnHold",
"displayName": "DurĂŠe dâattente",
"description": ""
},
{
"name": "userId",
"displayName": "ID de lâutilisateur",
"description": ""
},
{
"name": "accountId",
"displayName": "ID du compte",
"description": ""
},
{
"name": "accountLoginDomain",
"displayName": "Domaine de connexion au compte",
"description": ""
},
{
"name": "accountName",
"displayName": "Nom du compte",
"description": ""
},
{
"name": "parentAccountName",
"displayName": "Nom du compte parent",
"description": ""
},
{
"name": "transferAcceptedFromQueue",
"displayName": "Transfert acceptĂŠ depuis la file dâattente",
"description": ""
},
{
"name": "transferInitiatedToQueue",
"displayName": "Transfert initiĂŠ vers la file dâattente",
"description": ""
},
{
"name": "transferToQueueCancelled",
"displayName": "Transfert vers la file dâattente annulĂŠ",
"description": ""
},
{
"name": "transferToQueueFailed",
"displayName": "Transfert vers la file dâattente ĂŠchouĂŠ",
"description": ""
},
{
"name": "agentDisplayName",
"displayName": "Nom dâaffichage de lâagent",
"description": ""
},
{
"name": "workLimit",
"displayName": "Limite de travail",
"description": ""
},
{
"name": "activeEngagements",
"displayName": "Engagements actifs",
"description": ""
},
{
"name": "adHocEmailInitiated",
"displayName": "E-mail ad hoc initiĂŠ",
"description": "Nombre dâe-mails ad hoc initiĂŠs."
},
{
"name": "adHocEmailSent",
"displayName": "E-mail ad hoc envoyĂŠ",
"description": "Nombre dâe-mails ad hoc envoyĂŠs."
},
{
"name": "groupId",
"displayName": "ID du groupe",
"description": ""
},
{
"name": "groupMemberIds",
"displayName": "ID des membres du groupe",
"description": ""
},
{
"name": "groupName",
"displayName": "Nom du groupe",
"description": ""
},
{
"name": "groupOwnerIds",
"displayName": "ID des propriĂŠtaires du groupe",
"description": ""
},
{
"name": "groupStatus",
"displayName": "Ătat du groupe",
"description": ""
},
{
"name": "userStatus",
"displayName": "Ătat de lâutilisateur",
"description": ""
},
{
"name": "abandonedFromAlerting",
"displayName": "AbandonnĂŠs depuis lâĂŠtat dâalerte",
"description": ""
},
{
"name": "abandonedIndicator",
"displayName": "Indicateur dâabandon",
"description": ""
},
{
"name": "Forwarded",
"displayName": "TransfĂŠrĂŠs",
"description": ""
},
{
"name": "queueId",
"displayName": "ID de la file dâattente",
"description": ""
},
{
"name": "queueName",
"displayName": "Nom de file dâattente",
"description": ""
},
{
"name": "queueDescription",
"displayName": "Description de la file dâattente",
"description": ""
},
{
"name": "isDefaultQueue",
"displayName": "Est la file dâattente par dĂŠfaut",
"description": ""
},
{
"name": "reasonCodeDescription",
"displayName": "Description du code de motif",
"description": ""
},
{
"name": "reasonCodeId",
"displayName": "ID du code de motif",
"description": ""
},
{
"name": "reasonCodeName",
"displayName": "Nom du code de motif",
"description": ""
},
{
"name": "reasonCodeNumber",
"displayName": "NumĂŠro du code de motif",
"description": ""
},
{
"name": "reasonCodeType",
"displayName": "Type de code de motif",
"description": ""
},
{
"name": "totalTimeNotReady",
"displayName": "DurĂŠe totale Ă lâĂŠtat Non prĂŞt",
"description": ""
},
{
"name": "AgentByNotReadyReasonCode",
"displayName": "Agent par code de motif Non prĂŞt",
"description": ""
},
{
"name": "Agent",
"displayName": "Agent",
"description": ""
},
{
"name": "AgentByChannel",
"displayName": "Agent par canal",
"description": ""
},
{
"name": "Group",
"displayName": "Groupe",
"description": ""
},
{
"name": "Channel",
"displayName": "Canal",
"description": ""
},
{
"name": "AgentByQueue",
"displayName": "Agent par file dâattente",
"description": ""
},
{
"name": "Queue",
"displayName": "File dâattente",
"description": ""
},
{
"name": "QueueByChannel",
"displayName": "File dâattente par canal",
"description": ""
},
{
"name": "DialogDetail",
"displayName": "DĂŠtail du dialogue",
"description": ""
},
{
"name": "abandonedFromQueue",
"displayName": "AbandonnĂŠs depuis la file dâattente",
"description": ""
},
{
"name": "transferInitiatedToUser",
"displayName": "Transfert initiĂŠ vers lâutilisateur",
"description": ""
},
{
"name": "transferAcceptedFromUser",
"displayName": "Transfert acceptĂŠ par lâutilisateur",
"description": ""
},
{
"name": "transferToUserCancelled",
"displayName": "Transfert vers lâutilisateur annulĂŠ",
"description": ""
},
{
"name": "transferToUserFailed",
"displayName": "Transfert vers lâutilisateur ĂŠchouĂŠ",
"description": ""
},
{
"name": "transferToExternalCancelled",
"displayName": "Transfert vers poste externe AnnulĂŠ",
"description": ""
},
{
"name": "transferToExternalFailed",
"displayName": "Transfert vers poste externe ĂchouĂŠ",
"description": ""
},
{
"name": "transferToExternalInitiated",
"displayName": "Transfert vers poste externe InitiĂŠ",
"description": ""
},
{
"name": "transferIndicator",
"displayName": "Indicateur de transfert",
"description": ""
},
{
"name": "timeInState",
"displayName": "Temps passĂŠ dans lâĂŠtat",
"description": ""
},
{
"name": "timeActive",
"displayName": "DurĂŠe dâactivitĂŠ",
"description": ""
},
{
"name": "agentBusyCount",
"displayName": "Nombre dâagents occupĂŠs",
"description": ""
},
{
"name": "agentReadyCount",
"displayName": "Nombre dâagents Ă l'ĂŠtat PrĂŞt",
"description": "Nombre dâagents pouvant se voir attribuer un engagement Ă partir de cette file dâattente."
},
{
"name": "agentStaffedCount",
"displayName": "Nombre dâagents connectĂŠs",
"description": "Nombre dâagents ÂŤÂ prĂŞts  Ă se voir attribuer un engagement Ă partir de la file dâattente."
},
{
"name": "completedEngagementCount",
"displayName": "Nombre dâengagements terminĂŠs",
"description": ""
},
{
"name": "completedSpecializedEngagementCount",
"displayName": "Nombre dâengagements spĂŠcialisĂŠs terminĂŠs",
"description": ""
},
{
"name": "processingEngagementCount",
"displayName": "Nombre dâengagements en cours de traitement",
"description": ""
},
{
"name": "processingSpecializedEngagementCount",
"displayName": "Nombre dâengagements spĂŠcialisĂŠs en cours de traitement",
"description": ""
},
{
"name": "expectedWaitTime",
"displayName": "Temps dâattente prĂŠvu",
"description": ""
},
{
"name": "queueOccupancy",
"displayName": "Occupation de la file dâattente",
"description": ""
},
{
"name": "rollingASA",
"displayName": "DĂŠlai moyen de rĂŠponse",
"description": ""
},
{
"name": "waitingEngagementCount",
"displayName": "Nombre dâengagements en attente",
"description": ""
},
{
"name": "oldestEngagementWaiting",
"displayName": "Engagement le plus ancien en attente",
"description": ""
},
{
"name": "oldestSpecializedEngagementWaiting",
"displayName": "Engagement spĂŠcialisĂŠ le plus ancien en attente",
"description": ""
},
{
"name": "AgentByChannel",
"displayName": "Agent par canal",
"description": ""
},
{
"name": "agentInitiatedDisconnect",
"displayName": "DĂŠconnexion initiĂŠe par lâagent",
"description": "Indicateur signalant quâun engagement a ĂŠtĂŠ dĂŠconnectĂŠ par lâagent."
},
{
"name": "observed",
"displayName": "ObservĂŠ",
"description": ""
},
{
"name": "observedDuration",
"displayName": "DurĂŠe ObservĂŠ",
"description": ""
},
{
"name": "AgentByQueue",
"displayName": "Agent par file dâattente",
"description": ""
},
{
"name": "observing",
"displayName": "Observation",
"description": ""
},
{
"name": "observingDuration",
"displayName": "DurĂŠe Observation",
"description": ""
},
{
"name": "observeIndicator",
"displayName": "Indicateur dâobservation",
"description": ""
},
{
"name": "QueueByChannel",
"displayName": "File dâattente par canal",
"description": ""
},
{
"name": "DialogDetail",
"displayName": "DĂŠtail du dialogue",
"description": ""
},
{
"name": "agentInitiatedDisconnect",
"displayName": "DĂŠconnexion initiĂŠe par lâagent",
"description": "Indicateur signalant quâun engagement a ĂŠtĂŠ dĂŠconnectĂŠ par lâagent."
},
{
"name": "waitTime",
"displayName": "Temps dâattente",
"description": "Temps passĂŠ en file dâattente du contact."
},
{
"name": "idleTimeDuration",
"displayName": "DurĂŠe dâinactivitĂŠ",
"description": "DurĂŠe pendant laquelle un agent nâest pas actif sur un engagement, mais disponible pour travailler."
},
{
"name": "coached",
"displayName": "AccompagnĂŠ",
"description": "Nombre de fois quâun agent a ĂŠtĂŠ accompagnĂŠ au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "coaching",
"displayName": "Accompagnement",
"description": "Nombre de fois quâun superviseur a effectuĂŠ une interaction dâaccompagnement au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "coachIndicator",
"displayName": "Indicateur dâaccompagnement",
"description": "Indicateur signalant que lâagent a ĂŠtĂŠ accompagnĂŠ par un superviseur."
},
{
"name": "coachTimestamp",
"displayName": "Horodatage dâaccompagnement",
"description": "Horodatage de lâaccompagnement dĂŠmarrĂŠ."
},
{
"name": "coachedDuration",
"displayName": "DurĂŠe AccompagnĂŠ",
"description": "DurĂŠe pendant laquelle un agent a ĂŠtĂŠ accompagnĂŠ au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "coachingDuration",
"displayName": "DurĂŠe Accompagnement",
"description": "DurĂŠe pendant laquelle un superviseur a effectuĂŠ une interaction dâaccompagnement au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "contactsQueueing",
"displayName": "Contacts en file dâattente",
"description": "Nombre de contacts actuellement dans une file dâattente."
},
{
"name": "channelIdleTimeDuration",
"displayName": "DurĂŠe dâinactivitĂŠ du canal",
"description": "DurĂŠe pendant laquelle le canal dâun agent nâest pas actif sur un engagement, mais disponible pour travailler."
},
{
"name": "acwCount",
"displayName": "Nombre dâACW",
"description": "Nombre de fois quâun agent est passĂŠ Ă lâĂŠtat ACW (travail après contact)."
},
{
"name": "acwDuration",
"displayName": "DurĂŠe de lâACW",
"description": "DurĂŠe que lâagent a passĂŠe Ă lâĂŠtat ACW au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "acwEndTimestamp",
"displayName": "Horodatage de fin de lâACW",
"description": "Horodatage lorsque lâĂŠtat ACW dâun agent prend fin."
},
{
"name": "acwStartTimestamp",
"displayName": "Horodatage de dĂŠbut de lâACW",
"description": "Horodatage lorsquâun agent est passĂŠ Ă lâĂŠtat ACW."
},
{
"name": "acwIndicator",
"displayName": "Indicateur dâACW",
"description": "Indicateur signalant quâun agent est passĂŠ Ă lâĂŠtat ACW pour un engagement."
},
{
"name": "activeAgentsInACW",
"displayName": "Agents actifs Ă lâĂŠtat ACW",
"description": "Nombre actuel dâagents Ă lâĂŠtat ACW par file dâattente."
},
{
"name": "activeEngagementsInACW",
"displayName": "Engagements actifs Ă lâĂŠtat ACW",
"description": "Nombre actuel dâengagements Ă lâĂŠtat ACW par file dâattente."
},
{
"name": "timeInACW",
"displayName": "DurĂŠe Ă lâĂŠtat ACW",
"description": "Temps continu passĂŠ par un agent Ă lâĂŠtat ACW dans les rapports en temps rĂŠel."
},
{
"name": "agentNotReadyReasonCodeDuration",
"displayName": "DurĂŠe du code de motif Agent non prĂŞt",
"description": "DurĂŠe pendant laquelle un agent ĂŠtait Ă lâĂŠtat Non prĂŞt tout en utilisant un code de motif au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "queuedAttributes",
"displayName": "Attributs de la file d'attente",
"description": "Attributs d'un engagement lorsqu'il est dans une file d'attente."
},
{
"name": "offeredAttributes",
"displayName": "Attributs proposĂŠs",
"description": "Attributs d'un engagement lorsqu'il est proposĂŠ Ă un agent."
},
{
"name": "abandonTimeDuration",
"displayName": "DurĂŠe avant abandon",
"description": "Temps ĂŠcoulĂŠ avant l'abandon du contact dans une file d'attente au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "offeredToQueue",
"displayName": "ProposĂŠs Ă la file d'attente",
"description": "Nombre d'engagements proposĂŠs Ă la file d'attente au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "timeToAbandon",
"displayName": "DurĂŠe avant abandon",
"description": "Temps ĂŠcoulĂŠ avant l'abandon du contact dans une file d'attente au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "abandonedAfterThreshold",
"displayName": "AbandonnÊs après le seuil",
"description": "Nombre de contacts abandonnÊs après le seuil fixÊ pour une file d'attente au cours de la pÊriode considÊrÊe."
},
{
"name": "timeToAnswer",
"displayName": "Temps de rĂŠponse",
"description": "Temps mis pour rĂŠpondre Ă un contact dans une file d'attente au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "answeredAfterThreshold",
"displayName": "RÊpondus après le seuil",
"description": "Nombre de contacts ayant obtenu une rÊponse après le seuil fixÊ pour une file d'attente au cours de la pÊriode considÊrÊe."
},
{
"name": "abandonedBeforeThreshold",
"displayName": "AbandonnĂŠs avant le seuil",
"description": "Nombre de contacts abandonnĂŠs avant le seuil fixĂŠ pour une file d'attente au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "emergencyIndicator",
"displayName": "Indicateur d'urgence",
"description": "Indicateur signalant qu'un appel d'urgence a ĂŠtĂŠ lancĂŠ."
},
{
"name": "dialledNumber",
"displayName": "NumĂŠro composĂŠ",
"description": "NumĂŠro composĂŠ pour l'engagement."
},
{
"name": "callingNumber",
"displayName": "NumĂŠro de l'appelant",
"description": "NumĂŠro de l'appelant pour l'engagement."
},
{
"name": "answeredTimestamp",
"displayName": "Horodatage de la rĂŠponse",
"description": "Horodatage de la rĂŠponse d'un agent Ă l'engagement."
},
{
"name": "alerting",
"displayName": "Alerte",
"description": "Nombre d'engagements signalĂŠs au poste de l'agent."
},
{
"name": "barged",
"displayName": "Intervenu",
"description": "Nombre de fois qu'un superviseur a effectuĂŠ une interaction d'intervention au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "bargedDuration",
"displayName": "DurĂŠe Intervenu",
"description": "DurĂŠe pendant laquelle un superviseur a effectuĂŠ une interaction d'intervention au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "barging",
"displayName": "Intervention",
"description": "Nombre de fois qu'un superviseur a effectuĂŠ une interaction d'intervention au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "bargingDuration",
"displayName": "DurĂŠe Intervention",
"description": "DurĂŠe pendant laquelle un superviseur a effectuĂŠ une interaction d'intervention au cours de la pĂŠriode considĂŠrĂŠe."
},
{
"name": "bargeEndTimestamp",
"displayName": "Horodatage de fin de l'intervention",
"description": "Horodatage de l'intervention terminĂŠe."
},
{
"name": "bargeIndicator",
"displayName": "Indicateur d'intervention",
"description": "Indicateur signalant que l'agent a bĂŠnĂŠficiĂŠ d'une intervention de la part d'un superviseur."
},
{
"name": "bargeStartTimestamp",
"displayName": "Horodatage de dĂŠbut de l'intervention",
"description": "Horodatage de l'intervention dĂŠmarrĂŠe."
},
{
"name": "channelWorkState",
"displayName": "Ătat de travail du canal",
"description": "Ătat de travail du canal de l'agent : Non disponible : indique que l'agent est dĂŠconnectĂŠ ou non prĂŞt, Inactif : indique que l'agent est prĂŞt et qu'il n'est actif sur aucun contact du canal, Disponible : indique que l'agent est actif sur au moins un contact du canal, mais que tous ses intervalles de multiplicitĂŠ ne sont pas occupĂŠs, OccupĂŠÂ : indique que l'agent est actif sur le canal et que tous les intervalles de multiplicitĂŠ sont occupĂŠs."
},
{
"name": "waitingSpecializedEngagementCount",
"displayName": "Nombre d'engagements spĂŠcialisĂŠs en attente",
"description": "Nombre d'engagements spĂŠcialisĂŠs associĂŠs Ă la file d'attente qui n'ont pas encore ĂŠtĂŠ acceptĂŠs par un agent."
}
]
}
Notification Service
The primary duty of the Notification Service is to handle client subscriptions. It allows clients to:
- Create a subscription to the Avaya Experience Platform⢠Analytics real-time interface.
- Retrieve the list of subscriptions.
- Retrieve a particular subscription.
- Renew a subscription.
- Delete a subscription.
Create a Subscription request
The following is an example of the payload returned when a client sends an Analytics Subscription.
POST /subscriptions
/v1/accounts/ABCDEF/subscriptions
Subscription request body:
{
"family": "ANALYTICS",
"events": [
"ALL"
],
"transport": {
"type": "WEBSOCKET"
},
"extensions": {
"measureProducerId": "AgentByChannel_ITD_1.0",
"processorType": "ITD"
}
}
Subscription response:
HTTP 200 OK
{
"subscriptionId": "b4581220-9a2e-4a34-9a6d-90db36aa56ef",
"createdAt": "2022-09-30T13:32:36.453856Z",
"expiresAt": "2022-09-30T13:47:32.453856Z",
"expiresIn": 896,
"status": "PENDING",
"family": "ANALYTICS",
"events": [
"ALL"
],
"transport": {
"type": "WEBSOCKET",
"endpoint": "wss://dev-1.ixcc-sandbox.avayacloud.com:443/ws/notification/v1/analytics/ABCDEF/b4581220-9a2e-4a34-9a6d-90db36aa56ef",
"authTokenHeader": "auth-token",
"pingInterval": 300
},
"extensions": {
"measureProducerId": "AgentByChannel_ITD_1.0",
"processorType": "ITD"
}
}
Important fields to consider:
- status: The status of the subscription can be either: PENDING, ACTIVE or INACTIVE. A subscription remains in PENDING state until Avaya Experience Platform⢠Analytics is ready to honour it. The status then changes to ACTIVE and remains in that state until the subscription is deleted and becomes INACTIVE.
- endpoint: This is the URL of the WebSocket endpoint for the Analytics Async API.
- pingInterval: The expected time between ping messages. Ping messages keep the WebSocket session alive when connected to the Analytics Async API.
Get the list of Subscriptions created
The following is an example of the payload returned when a client requests the list of Analytics Subscriptions.
GET /subscriptions
/v1/accounts/ABCDEF/subscriptions
HTTP 200 OK
{
"pagination": {
"pageNumber": 1,
"pageSize": 1,
"total": 1
},
"subscriptions": [
{
"subscriptionId": "0da9ba02-2dbd-4cca-8b3c-e4e343c2d7ff",
"createdAt": "2022-09-27T04:11:59.051832Z",
"expiresAt": "2022-09-27T04:26:55.051832Z",
"expiresIn": 896,
"status": "PENDING",
"family": "ANALYTICS",
"events": [
"ALL"
],
"transport": {
"type": "WEBSOCKET",
"endpoint": "wss://dev-1.ixcc-sandbox.avayacloud.com:443/ws/notification/v1/analytics/ABCDEF/0da9ba02-2dbd-4cca-8b3c-e4e343c2d7ff",
"authTokenHeader": "auth-token",
"pingInterval": 300
},
"extensions": {
"measureProducerId": "AgentByChannel_ITD_1.0",
"processorType": "ITD"
}
}
],
"links": {
"prev": "",
"next": ""
}
}
Get a single Subscription
The following is an example of the payload returned when a client requests a Subscription for a given subscriptionId.
GET /subscriptions/{subscriptionId}
/v1/accounts/ABCDEF/subscriptions/e7afb242-7e33-4b14-946a-ee146654db3a
HTTP 200 OK
{
"subscriptionId": "e7afb242-7e33-4b14-946a-ee146654db3a",
"createdAt": "2022-10-14T15:55:53.111061Z",
"expiresAt": "2022-10-14T15:57:37.111061Z",
"expiresIn": 0,
"status": "INACTIVE",
"family": "AGENT_ENGAGEMENT",
"events": [
"ALL"
],
"transport": {
"type": "WEBSOCKET",
"endpoint": "wss://dev-1.ixcc-sandbox.avayacloud.com:443/ix-notification-dispatchers/notification-websocket/notifications/UYDUZA/e7afb242-7e33-4b14-946a-ee146654db3a",
"authTokenHeader": "auth-token",
"pingInterval": 300
}
}
Renew an Analytics Subscription request
POST /subscriptions:renew
The Client needs to call the :renew API before the token expires to keep the subscription in ACTIVE state.
/v1/accounts/ABCDEF/subscriptions/b4581220-9a2e-4a34-9a6d-90db36aa56ef:renew
HTTP 200 OK
Delete an Analytics Subscription
The following is an example of the payload returned when a client requests the deletion of an Analytics Subscription.
DELETE /subscriptions/{subscriptionId}
/v1/accounts/ABCDEF/subscriptions/b4581220-9a2e-4a34-9a6d-90db36aa56ef
HTTP 200 OK
Analytics Async API
The Analytics Async API uses a WebSocket interface to publish real-time events.
Establishing a WebSocket connection
The Client provides a valid token as part of the Authorization header to initiate the connection to the WebSocket interface.
Once the connection is established, the Client sends an Authentication object containing the token and the subscriptionId.
{
"event": "authentication",
"subscriptionId": "b4581220-9a2e-4a34-9a6d-90db36aa56ef",
"token": "JWT_TOKEN"
}
The Analytics Async API responds with an AuthenticationResponse object.
{
"event": "authenticationResponse",
"status": "CONNECTION_CONFIRMED",
"subscriptionId": "b4581220-9a2e-4a34-9a6d-90db36aa56ef",
"pingInterval": "300",
"expiresInterval": "300"
}
The WebSocket connection status can take the following values:
| Status | Description |
|---|---|
| CONNECTION_CONFIRMED | Connection was confirmed. |
| CONNECTION_FAILED_INVALID_TOKEN | Authentication token is invalid. |
| CONNECTION_FAILED_UNKNOWN_SUBSCRIPTION | Unknown Subscription, can be for a subscription that never existed or one that is no longer active. |
| CONNECTION_FAILED_INTERNAL_SERVER_ERROR | Server Error, client can retry later. |
| CONNECTION_FAILED_CONSTRAINT_VIOLATION | Client issue, malformed client request, client must update payload and retry. |
Check the status of the subscription in the Notification Service if the client does not receive a CONNECTION_CONFIRMED. Retry when the subscription status is ACTIVE.
Consuming real-time data
The Analytics real-time interface sends data once the connection is established and the Authentication object is processed.
Avaya Experience Platform⢠Analytics starts by sending a recap of all the measures calculated since the beginning of the interval.
This is referred to as the initialization phase, and the data received has a payloadType set to INITIALIZING.
After that, all the incoming messages correspond to newly calculated measures and have a payloadType set to LIVE.
Sample data for Channel Measure Producer:
{
"keys":{
"channelId":"Chat"
},
"eventAction":"UPSERT",
"measureProducerId":"Channel_itd_1.0.0",
"payloadType":"LIVE",
"measures":{
"activeDuration":"52",
"activeAgentsInACW":"0",
"alertDuration":"29",
"offeredToQueue":"7",
"Completed":"6",
"active":"1",
"activeEngagementsInACW":"0",
"Offered":"7",
"Answered":"7",
"alerting":"0"
},
"eventSourceId":"IXCC_1.0.0",
"accountId":"VMMOTR"
}
Ping pong
The Client MUST send periodic ping messages to the Analytics Async API to keep the WebSocket connection alive.
Failure to send a ping message in time will result in the WebSocket session being closed and ultimately the Subscription going inactive. The Notification Service returns a maximum ping interval which is the maximum interval (seconds) at which a ping is expected to be sent by the client before the websocket is closed and the subscription is set to INACTIVE. The default maximum ping interval is 300 seconds. However, we recommend that the client sends ping messages more frequently, for example every 30 seconds, to preclude any proxies from closing the connection. The proxies between the Analytics Async API publisher and the client can have websocket timeouts themselves that are sometimes not clearly documented. Network traffic is individual for each customer. For these reasons we recommend that the customer adjusts his own ping interval up to the 300 second value.
More information about WebSocket ping/pong can be found here
Closing the connection
The Client MUST close the WebSocket connection when it no longer wishes to receive data. More information about WebSocket close opcode can be found here
The Client also MUST call the Delete Subscription API on the Notification Service to clean up its subscription.
Building a client
Please use the OpenAPI and AsyncAPI code generators to build client SDKs to interface with the Avaya Experience Platform⢠Analytics APIs:
Analytics Producer Management API,
Notification Service API,
Analytics Async API.
Sample workflow
A client typically starts by querying the Analytics Producer Management API for the list of Measure Producers available.
The Client then calls the Create Subscription endpoint on the Notification Service API with the desired measure producer details and receives a response containing a subscriptionId and the URL of the Analytics Async API.
The Client then connects to the Analytics Async API over WebSocket and sends an Authentication object.
The Analytics Async API validates the Authentication object and, if successful, starts sending real-time data to the Client.
The Client periodically sends ping messages to the Analytics Async API to keep the WebSocket connection alive.
The Client MUST also periodically call the :renew endpoint on the Notification Service API with a renewed token to keep the subscription active.
To end the real-time data transmission, the Client calls the Delete Subscription endpoint on the Notification Service API.
Sequence diagram
Updated 24 days ago