# Agent Performance ## 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 | Name | Type | Description | | ------ | ------ | --------------------------------------------------------------------------------------------------------------------------------------------------- | | 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 | Name | Type | Description | | ------------- | ------ | --------------------------------- | | Authorization | string | Bearer \*\*\*YOUR\_API\_KEY\*\*\* | {% tabs %} {% tab title="200 " %} ``` { "data": { "agents_list": { "data": [ { "id": 1, "name": "Test Agent", "email": "test@acquire.io", "image": null, "department": "Analytics12", "role": "Administrator", "rating": 3.25, "isOnline": "online", "stateChat": "yes", "stateMail": "yes", "stateVoip": "yes" } ], "totalCount": 1, "success": true } } } ``` {% endtab %} {% endtabs %} ## 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 | Name | Type | Description | | ----------- | ------ | -------------------------------------------------------------------------------------------------------------------------------------------- | | 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 | Name | Type | Description | | ------------- | ------ | --------------------------------- | | Authorization | string | Bearer \*\*\*YOUR\_API\_KEY\*\*\* | {% tabs %} {% tab title="200 " %} ``` { "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" } } } ``` {% endtab %} {% endtabs %} ## 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 | Name | Type | Description | | ------------------ | ------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | 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 | Name | Type | Description | | ------------- | ------ | --------------------------------- | | Authorization | string | Bearer \*\*\*YOUR\_API\_KEY\*\*\* | {% tabs %} {% tab title="200 " %} ``` { "data": { "agentLeaderboard": { "data": { "responseData": [ { "id": 12, "email": "viswanath.sarma@acquire.io", "departments": "voip,email", "role": "Administrator", "solvedCases": 21, "totalTimeSpent": 127, "avgTimeSpentPerCase": 6, "averageResponseTime": 5, "averageRatingFeedback": 0, "agent": { "name": "viswanath", "photo": null } }, { "id": 18, "email": "checksum@gmail.com", "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" } } } ``` {% endtab %} {% endtabs %}