Agent Performance
See how your agents are doing including their average response time and rating.
Agent List
GET https://{{account_id}}.acquire.io/api/v1/analytics/agent/agent-list
Retrieve a list of agent data including their name, ID, department, role, rating, online status, and channel access.
Query Parameters
search
string
Search for an agent by name or email.
page
string
Page number for which you want agent records if you are using pagination. If you are not passing a limit or page then it will retrieve all records.
limit
string
Number of records you want in one call. If you are not passing a limit or page then it will retrieve all records.
Headers
Authorization
string
Bearer ***YOUR_API_KEY***
{
"data": {
"agents_list": {
"data": [
{
"id": 1,
"name": "Test Agent",
"email": "[email protected]",
"image": null,
"department": "Analytics12",
"role": "Administrator",
"rating": 3.25,
"isOnline": "online",
"stateChat": "yes",
"stateMail": "yes",
"stateVoip": "yes"
}
],
"totalCount": 1,
"success": true
}
}
}Agent Graph Data
GET https://{{account_id}}.acquire.io/api/v1/analytics/agent/graph-data
View agent metrics, including ratings, response times, and total conversations across all channels. The agent_id must be passed in to the endpoint as a query parameter.
Query Parameters
agent_id
string
Pass the ID of an agent for which you want to get data.You can get the agent_id by calling agent list endpoint mentioned above.
start_date
string
Date From (Date format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 00:00:00)
end_date
string
Date End (Date Format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 23:59:59)
offset
string
This parameter is used for the timezone value and the default timezone will be "GMT". e.g. +05:30 for particular timezone. Default is +00:00
output
string
json or csv
Headers
Authorization
string
Bearer ***YOUR_API_KEY***
{
"data": {
"agentStatistics": {
"data": {
"graphRow": {
"labels": [
"03 PM",
"04 PM",
"05 PM",
"06 PM",
"07 PM",
"08 PM",
"09 PM",
"10 PM",
"11 PM",
"12 AM",
"01 AM",
"02 AM",
"03 AM",
"04 AM",
"05 AM",
"06 AM",
"07 AM",
"08 AM",
"09 AM",
"10 AM",
"11 AM",
"12 PM",
"01 PM",
"02 PM"
],
"totalConversations": [
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0
],
"totalChats": [
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0
],
"totalMissed": [
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0
],
"averageResponseTime": [
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0,
0
],
"login_scale": [
{
"class": "off",
"val": 96.27,
"diff": 83177,
"label": "03:44:03 PM to 02:50:20 PM (23 hours 6 minutes 17 seconds)"
},
{
"class": "on",
"val": 3.23,
"diff": 2787,
"label": "02:50:21 PM to 03:36:48 PM (0 hours 46 minutes 27 seconds)"
},
{
"val": 0.5,
"class": "off",
"diff": 433,
"label": "03:36:49 PM to 03:44:02 PM (0 hours 7 minutes 13 seconds)"
}
]
},
"summary": {
"totalConversations": {
"current": 0,
"previous": 0,
"info": "Includes all chats, calls and emails handled by an agent."
},
"totalChats": {
"current": 0,
"previous": 0
},
"totalMissed": {
"current": 0,
"previous": 0
},
"totalVoip": {
"current": 0,
"previous": 0
},
"totalVoipSms": {
"current": 0,
"previous": 0
},
"totalEmails": {
"current": 0,
"previous": 0
},
"totalPrivateForms": {
"current": 0,
"previous": 0
},
"averageRating": {
"current": 0,
"previous": 0
},
"averageResponseTime": {
"current": 0,
"previous": 0
}
}
},
"success": true,
"output": "json"
}
}
}Agent Leaderboard
GET https://{{account_id}}.acquire.io/api/v1/analytics/agent/agent-leaderboard
Retrieve a list of agent rankings. Agents are ranked by rating and number of cases solved.
Query Parameters
filter.role
array
Array of integers. List of role ids for which API will return details of cases for agent. Ex. [1,2]
filter.departments
array
Array of integers. List of department ids for which API will return details of cases for agent. Ex. [1,2]
filter.channel
array
List of channels for which API will return details of cases for agent. Ex. [var _utcDate = new Date(localDate.getUTCFullYear(), localDate.getUTCMonth(), localDate.getUTCDate(), localDate.getUTCHours(), localDate.getUTCMinutes(), localDate.getUTCSeconds());'chat', 'mail', 'voip']
search
string
You can pass text that will be applicable to search in agent name or email.
limit
string
Number of records you want in one call. If you are not passing a limit or page then it will retrieve all records.
page
string
Page number for which you want agent records if you are using pagination. If you are not passing a limit or page then it will retrieve all records.
start_date
string
Date From (Date format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 00:00:00)
end_date
string
Date End (Date Format = YYYY-MM-DD hh:mm:ss, e.g 2021-01-01 23:59:59)
offset
string
This parameter is used for the timezone value and the default timezone will be "GMT". e.g. +05:30 for particular timezone. Default is +00:00
output
string
json or csv
Headers
Authorization
string
Bearer ***YOUR_API_KEY***
{
"data": {
"agentLeaderboard": {
"data": {
"responseData": [
{
"id": 12,
"email": "[email protected]",
"departments": "voip,email",
"role": "Administrator",
"solvedCases": 21,
"totalTimeSpent": 127,
"avgTimeSpentPerCase": 6,
"averageResponseTime": 5,
"averageRatingFeedback": 0,
"agent": {
"name": "viswanath",
"photo": null
}
},
{
"id": 18,
"email": "[email protected]",
"departments": "voip",
"role": "Administrator",
"solvedCases": 0,
"totalTimeSpent": 0,
"avgTimeSpentPerCase": 0,
"averageResponseTime": 0,
"averageRatingFeedback": 0,
"agent": {
"name": "checksusms",
"photo": null
}
}
],
"totalRecords": 2
},
"success": true,
"output": "json"
}
}
}
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