Statistics

The Statistics API allows you to get aggregated stats about calls and chats. The data is updated every 1-2 hours, not in real-time like the other APIs.

Parameters

Name	Description	Example
endpoint_type	The type of data to return (see below). `Reception` Main number statistics. `ChatReception` Chat reception statistics. `Employee` Employee statistics
start	Start of interval as an ISO 8601 date.	`2018-10-01`
end	End of interval as an ISO 8601 date.	`2018-10-31`
endpoint	A comma-separated string of endpoints to filter by. Endpoints of different types cannot be mixed.	`Reception#101` `ChatReception#201` `Employee#1001,Employee#1002`
group_by	Aggregation key. `employee_id` Employee. `reception_id` Main number (not available when `endpoint_type` is `ChatReception`). `chat_reception_id` Chat reception (not available when `endpoint_type` is `Reception`). `ivr_key` The selected menu item in a phone menu (only available when `endpoint_type` is `Reception`). `period_month` Calendar month. `period_week` Week (first day of week is Monday). `period_day` Day. `period_hour` Hour.

Properties

The parameters present in the result depends on endpoint_type and group_by used in the request.

When endpoint_type is Employee or group_by is employee_id, the numbers are focused on the individual employee. This means that the numbers include main number calls and chats answered by the employee, as well as both incoming and outgoing mobile calls. Missed calls and chats are, however, not included.

When endpoint_type is Reception or ChatReception, or when group_by is not emplooyee_id, only incoming main number calls and chats are considered. In this case, both answered and missed calls/chats are included in the totals.

Name	Description
key	{"key":"2018-10-01T00:00:00"} {"key":"Employee#1001"} The value of the aggregation key. The value is determined by `group_by` used in the request.
period_month	{"period_month":"2018-10-01T00:00:00"} When aggregating by month, this is the date of the first day of the month.
period_week	{"period_week":"2018-10-01T00:00:00"} When aggregating by week, this is the date of the first day of the week (Monday).
period_hour	{"period_hour":"2018-10-01T00:00:00"} When aggregating by hour, this is the date and hour. The minute and second parts are always zero.
ivr_key	{"ivr_key":"1"} {"ivr_key":"1-5"} When aggregating by IVR key, this is the key(s) pressed in the phone menu. A maximum of 2 keys are returned, separated by a hyphen.
endpoint	{"endpoint":"Employee#1001"} When aggregating by employee, reception or chat reception, this is the endpoint string.
call_count	Total number of calls.
call_answered_count	Number of calls that were answered.
call_missed_count	Number of calls inside opening hours that were missed.
call_closed_count	Number of calls received outside opening hours.
call_incoming_count	Number of incoming calls.
call_outgoing_count	Number of outgoing calls.
call_answer_time_average	Average number of seconds calls were ringing before being answered.
call_duration_average	Average call duration in seconds.
call_duration_total	Total call duration in seconds.
call_sla	Percentage (0-100) of calls answered within the SLA time specified for the main number.
chat_count	Total number of chats.
chat_answered_count	Number of chats that were answered.
chat_missed_count	Number of chats that were missed.
chat_answer_time_average	Average number of seconds chats were ringing before being answered.
chat_duration_average	Average chat duration in seconds.
chat_duration_total	Total chat duration in seconds.
chat_sla	Percentage (0-100) of chats answered within 20 seconds.
smiley_count	Total number of smileys received.
rating_average	The percentage (0-100) of received smileys that were positive.

Request

/api/v2/statistics?endpoint_type=:endpoint_type&group_by=:group_by&start=:start&end=:end

Response

Status: 200 OK

{
  "rows": [
    {
      "period": "2018-10-01T00:00:00",
      "call_count": 252,
      "call_answered_count": 219,
      "call_missed_count": 4,
      "call_closed_count": 22,
      "call_answer_time_average": 16,
      "call_duration_average": 180,
      "call_duration_total": 45361,
      "call_sla": 91,
      "smiley_count": 16,
      "rating_average": 94,
      "key": "2018-10-01T00:00:00"
    },
    {
      "period": "2018-10-08T00:00:00",
      "call_count": 182,
      "call_answered_count": 146,
      "call_missed_count": 4,
      "call_closed_count": 29,
      "call_answer_time_average": 9,
      "call_duration_average": 247,
      "call_duration_total": 36178,
      "call_sla": 74,
      "smiley_count": 37,
      "rating_average": 94,
      "key": "2018-10-08T00:00:00"
    }
  ]
}