| Method | POST |
|---|---|
| Endpoint | https://{{host}}/agentassist/api/public/analytics/account/{{AccountId}}/agentperformance |
| Content-Type | application/json |
| Authorization | auth: {{JWT}} See How to generate the JWT Token |
| API Scope | Configuration |
Path Parameters
| Parameter | Description | Type |
|---|---|---|
host | Environment URL, for example, https://platform.kore.ai | String, required |
botId | BotId or StreamId. You can access it from the App Settings page. | String, required |
Sample Request
curl --location 'https://{{host}}/agentassist/api/public/analytics/account/636f5b36bcf8a8c7101exxxx/agentperformance' \
--header 'auth: {{JWT_TOKEN}}' \
--header 'Content-Type: application/json' \
--header 'iId: {{streamId}}' \
--data '{
"fromTimeStamp": "2023-01-07T09:45:00Z",
"toTimeStamp": "2023-01-08T10:00:00Z",
"skip": 0,
"limit": 10
}'
Header Parameters
| Header | Description | Required/Optional |
|---|---|---|
accountId | The account ID associated with the API request. | Required |
auth | JWT token for authentication. | Required |
iId | Stream or application ID. | Required |
Request Body Parameters
| Parameter | Type | Required | Description |
|---|---|---|---|
fromTimeStamp | String | No | Start date and time in ISO 8601 format. Optional for initial synchronization requests. |
toTimeStamp | String | Yes | End date and time in ISO 8601 format. |
skip | Number | No | Number of agent records to skip for pagination. Default value is 0. |
limit | Number | No | Number of agent records returned per page. |
Use the
skip and limit parameters to paginate through results. The response includes the hasMore flag to indicate whether additional records are available.Sample Response
{
"hasMore": true,
"totalCount": 42,
"AgentPerformance": [
{
"agentId": "a-xxxx-1",
"intervals": [
{
"intervalStartTimeStamp": "2023-01-07T09:45:00.000Z",
"intervalEndTimeStamp": "2023-01-07T10:00:00.000Z",
"queues": [
{
"queueId": "qu-xxxx-1",
"queueName": "General Information",
"offeredContacts": 3,
"answeredContacts": 3,
"abandonedContacts": 0,
"completedContacts": 2,
"transferredContacts": 1,
"conversationHandleTime": 95000,
"conversationTalkTime": 82000,
"acwDuration": 9000,
"holdDuration": 4000,
"csatScore": 4
},
{
"queueId": "qu-xxxx-2",
"queueName": "Billing Support",
"offeredContacts": 1,
"answeredContacts": 1,
"abandonedContacts": 0,
"completedContacts": 1,
"transferredContacts": 0,
"conversationHandleTime": 30000,
"conversationTalkTime": 27000,
"acwDuration": 3000,
"holdDuration": 0,
"csatScore": 5
}
]
}
]
}
]
}
Response Body Parameters
| Field | Type | Description |
|---|---|---|
hasMore | Boolean | Indicates whether additional records are available beyond the current page. |
totalCount | Integer | Total number of agents with activity during the requested time range. |
AgentPerformance | Array | List of agent performance records. |
AgentPerformance.agentId | String | Unique identifier of the agent. |
AgentPerformance.intervals | Array | List of reporting intervals for the agent. |
AgentPerformance.intervals.intervalStartTimeStamp | String | Interval start time in ISO 8601 format. |
AgentPerformance.intervals.intervalEndTimeStamp | String | Interval end time in ISO 8601 format. |
AgentPerformance.intervals.queues | Array | Queue-level performance metrics for the interval. |
AgentPerformance.intervals.queues.queueId | String | Unique identifier of the queue. |
AgentPerformance.intervals.queues.queueName | String | Queue name. |
AgentPerformance.intervals.queues.offeredContacts | Integer | Number of contacts routed to the agent from the queue. |
AgentPerformance.intervals.queues.answeredContacts | Integer | Number of contacts accepted by the agent. |
AgentPerformance.intervals.queues.abandonedContacts | Integer | Number of contacts abandoned while assigned or ringing to the agent. |
AgentPerformance.intervals.queues.completedContacts | Integer | Number of contacts completed by the agent. |
AgentPerformance.intervals.queues.transferredContacts | Integer | Number of contacts transferred by the agent. |
AgentPerformance.intervals.queues.conversationHandleTime | Integer | Total handle time in milliseconds. |
AgentPerformance.intervals.queues.conversationTalkTime | Integer | Total active interaction time in milliseconds. |
AgentPerformance.intervals.queues.acwDuration | Integer | Total after-call work duration in milliseconds. |
AgentPerformance.intervals.queues.holdDuration | Integer | Total hold duration in milliseconds. |
AgentPerformance.intervals.queues.csatScore | Integer | Average CSAT score for contacts handled by the agent from the queue. |