> ## Documentation Index
> Fetch the complete documentation index at: https://koreai-content-gov.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# Contact Volume API
[Back to API List](/ai-for-service/apis/contact-center/api-list)
Use this API to retrieve call volume details associated with a specified collection point for a given interval. The response includes fields mapped to specific field names relevant to the Workforce Management (WFM) client.
| **Method** | POST |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------------- |
| **Endpoint** | `https://{{host}}/agentassist/api/public/analytics/account/{{AccountId}}/callvolume` |
| **Content-Type** | `application/json` |
| **Authorization** | `auth: {{JWT}}` See [How to generate the JWT Token](/ai-for-service/apis/automation/api-introduction#generating-the-jwt-token). |
| **API Scope** | WFM Integration |
## Path Parameters
| Parameter | Description | Type |
| ----------- | -------------------------------------------------------- | ---------------- |
| `host` | Environment URL. For example: `https://platform.kore.ai` | String, required |
| `AccountId` | Unique identifier for the account. | String, required |
## Sample Request
```bash theme={null}
curl --location 'https://{{host}}/agentassist/api/public/analytics/account/636f5b36bcf8a8c7101exxxx/callvolume' \
--header 'auth: {{JWT_TOKEN}}' \
--header 'Content-Type: application/json' \
--header 'iId: {{streamId}}' \
--data '{
"orgId": "o-01aedac2-26fb-5bdb-bb0f-f71292caxxxx",
"fromTimeStamp": "2023-01-07T09:45:00Z",
"toTimeStamp": "2023-01-08T10:00:00Z",
"skip": 0,
"limit": 2
}'
```
## Header Parameters
| Header | Description | Optional/Required |
| ------ | ------------------------- | ----------------- |
| `auth` | JWT authentication token. | String, required |
| `iId` | Stream or application id. | String, required |
## Request Body Parameters
| Parameter | Description | Type |
| ----------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------- |
| `orgId` | Organization ID associated with the account. | String, required |
| `fromTimeStamp` | Start date and time in ISO 8601 format (`2023-01-07T09:45:00Z`). Optional if fetching call records from the first available record for initial syncs. | String, optional |
| `toTimeStamp` | End date and time in ISO 8601 format (`2023-01-08T10:00:00Z`). | String, required |
| `skip` | Number of results to skip for pagination. Default is `0`. | Number, optional |
| `limit` | Number of contact records to retrieve (for example, `2`). | Number, optional |
| `includeSkillBreakdown` | When `true`, each interval record includes a `skillBreakdown` array with per-skill metrics. Default: `false`. Omitting the parameter is equivalent to `false` and produces no change in response structure. | Boolean, optional |
If a contact is routed with multiple skills, the system counts the contact separately for each skill. As a result, the total values for `offeredContacts` and other metrics across all `skillBreakdown` entries can be greater than the queue-level `offeredContacts` value for the same interval. The queue-level value represents the actual count of unique contacts.
## Sample Response
```json expandable=true theme={null}
{
"hasMore": false,
"CallVolumeUpdate": [
{
"_id": "647868bfc0cf4c7b7671xxxx",
"intervalStartTimeStamp": "2023-06-01T09:45:00.000Z",
"intervalEndTimeStamp": "2023-06-01T10:00:00.000Z",
"queueId": "qu-xxxx",
"queueName": "General Information",
"offeredContacts": 10,
"answeredContacts": 8,
"abandonedContacts": 2,
"skillBreakdown": [
{
"skillId": "sk-xxxx-1",
"skillName": "Italian Market",
"skillGroupId": "sg-xxxx",
"skillGroupName": "Languages",
"offeredContacts": 6,
"answeredContacts": 5,
"abandonedContacts": 1,
"completedContacts": 5,
"conversationHandleTime": 190000,
"conversationTalkTime": 170000,
"acwDuration": 11000,
"holdDuration": 2000,
"queueHoldTimeAnswered": 30000,
"maxQueueHoldTimeAnswered": 8000,
"queueHoldTimeAbandoned": 15000,
"maxqueueHoldTimeAbandoned": 15000,
"csatResponses": 3,
"csatScore": 4
}
]
}
],
"totalCount": 1
}
```
## Response Body Parameters
| Parameter | Description | Type |
| -------------------------------------------- | -------------------------------------------------------------------------------------------------- | --------------- |
| `hasMore` | Indicates if there are more records to fetch. | Boolean |
| `CallVolumeUpdate` | List of objects representing individual call volume updates. | Array |
| `CallVolumeUpdate._id` | Unique identifier for the call volume record. | String |
| `CallVolumeUpdate.intervalStartTimeStamp` | Start time of the interval in ISO 8601 format. | String |
| `CallVolumeUpdate.intervalEndTimeStamp` | End time of the interval in ISO 8601 format. | String |
| `CallVolumeUpdate.orgId` | Organization ID associated with the call volume data. | String |
| `CallVolumeUpdate.queueId` | Queue ID where the calls were handled. | String |
| `CallVolumeUpdate.source` | Source of the data (for example, `"rtm"` for real-time monitoring). | String |
| `CallVolumeUpdate.__v` | Version key for the database document (for example, 0). | Integer |
| `CallVolumeUpdate.offeredContacts` | Number of contacts offered to the queue during the interval. | Integer |
| `CallVolumeUpdate.answeredContacts` | Number of contacts answered during the interval. | Integer |
| `CallVolumeUpdate.maxQueueHoldTimeAnswered` | Maximum hold time in seconds for answered contacts. | Integer |
| `CallVolumeUpdate.queueHoldTimeAnswered` | Total queue hold time in seconds for answered contacts. | Integer |
| `CallVolumeUpdate.acwDuration` | After-call work duration in seconds. | Integer |
| `CallVolumeUpdate.completedContacts` | Number of contacts completed during the interval. | Integer |
| `CallVolumeUpdate.conversationHandleTime` | Total handle time of the conversation in seconds. | Integer |
| `CallVolumeUpdate.conversationTalkTime` | Total talk time during the conversation in seconds. | Integer |
| `CallVolumeUpdate.holdDuration` | Total hold duration in seconds during the call. | Integer |
| `CallVolumeUpdate.messageCount` | Number of messages exchanged during the conversation. | Integer |
| `CallVolumeUpdate.savedMessageCount` | Number of messages saved during the conversation. | Integer |
| `CallVolumeUpdate.csatResponses` | Number of CSAT survey responses collected. | Integer |
| `CallVolumeUpdate.csatScore` | CSAT score from customer feedback (for example, 4). | Integer |
| `CallVolumeUpdate.abandonedContacts` | Number of contacts abandoned during the interval. | Integer |
| `CallVolumeUpdate.maxqueueHoldTimeAbandoned` | Maximum hold time in seconds for abandoned contacts. | Integer |
| `CallVolumeUpdate.queueHoldTimeAbandoned` | Total queue hold time in seconds for abandoned contacts. | Integer |
| `CallVolumeUpdate.iId` | Unique instance ID for tracking the call or interaction. | String |
| `CallVolumeUpdate.queueName` | Name of the queue where the call or interaction took place. | String |
| `includeSkillBreakdown` | When set to `true`, each object in the `CallVolumeUpdate` array includes a `skillBreakdown` field. | Object of Array |
| `skillId` | Unique identifier of the skill. | String |
| `skillName` | Name of the skill. | String |
| `skillGroupId` | Unique identifier of the skill group. | String |
| `skillGroupName` | Name of the skill group. | String |
| `offeredContacts` | Total contacts offered for the skill. | Integer |
| `answeredContacts` | Total contacts answered for the skill. | Integer |
| `abandonedContacts` | Total contacts abandoned for the skill. | Integer |
| `completedContacts` | Total contacts completed for the skill. | Integer |
| `conversationHandleTime` | Total handle time in milliseconds. | Integer |
| `conversationTalkTime` | Total talk time in milliseconds. | Integer |
| `acwDuration` | Total after-call work duration in milliseconds. | Integer |
| `holdDuration` | Total hold duration in milliseconds. | Integer |
| `queueHoldTimeAnswered` | Total queue hold time for answered contacts. | Integer |
| `maxQueueHoldTimeAnswered` | Maximum queue hold time for answered contacts. | Integer |
| `queueHoldTimeAbandoned` | Total queue hold time for abandoned contacts. | Integer |
| `maxqueueHoldTimeAbandoned` | Maximum queue hold time for abandoned contacts. | Integer |
| `csatResponses` | Number of CSAT responses received. | Integer |
| `csatScore` | Average CSAT score. | Integer |